GRI Technical Systems Analyst, Information Technologies

Position Overview

The Department of Information Technologies invites applications for a GRI Technical Systems Analyst. This Full-time Fixed Term position is for approximately 1 year (based on length of grant funding), with the possibility of extension.

Reports to the IT Zone F Manager, providing support for the constituent Faculties of the zone. Is responsible for the installation, maintenance, repair, documentation and instruction of IT systems and equipment. This position involves periodic high volumes of work in its support role and requires the ability to problem solve ~35% of problems that are highly complex in nature, with the remainder ranging from moderate to routine. In addition, this position supports complex services that are unique to their assigned area. Special projects and emergencies involve additional demands and varied levels of stress. 

Decision making within this role can impact students, staff, faculties, services and/or other department operations. This position requires the ability to troubleshoot complex and unique technical issues and problems within chosen systems that department members and students are unable to solve on their own while being able to work independently, manage individual work schedules, and maintaining an updated technical skill set. The ability to resolve conflict and maintain good judgment and diplomacy under pressure is critical.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

• Deliver timely and effective services
• Ensure that user expectations are clearly communicated and met
• Stay current with latest technology trends and University standards
• Responsible for properly recognizing the urgency and impact of service requests, and responding by escalating to management, providing service directly, or directing request through standard channels
• Ensures that work undertaken is completed as required and meets or exceeds all required specifications, and University standards and processes.
• Ability to relate technical information to clients without a technical background clearly and effectively, and to translate non-technical customer requests into appropriate language for other teams
• Ensure the timely and effective resolution of technical issues, either personally or by involving other team members when appropriate
• Follow standard procedures for the tracking and escalation of incidents
• Adhere to IT policies and develop new documentation as required
• Shows ability for detail work by assisting with recordkeeping or updating knowledgebase documentation as required
• Trains users in the use of various technologies, with the goal being user competence and independence
• Is responsible for determining the best course of action to satisfy client requests
• Develop and maintains a high level of professional interaction with co-workers, supervisor, members of the University community, contractors and suppliers. 
• Liaise closely with other departments within IT to facilitate efficient workflow
• Work within or exceed the commitments made to the university community
• Ensure that all actions are aligned with the organization¿s strategic direction, ethics, values and professional standards

Qualifications / Requirements:

• 3-6 years of related experience directly related to deskside, helpdesk, and computer lab support.
• Successful completion of a post-secondary education. Concentrations in Computer Science, Computer Engineering, or a similarly related field are considered an asset.
• COMPTIA< MCP certificate is a benefit
• Apple Certification
• CompTIA A+, MCP, MCSE, Apple HDI, ICIA, and ITIL Foundations V3 certifications would be considered assets.
• Working knowledge of current IT tools (example: Service Now) an asset
• Classroom/conference audio visual technologies (including videoconferencing/recording)
• Advanced proficiency with desktop/laptop computers, printers, scanners, associated drivers, and server hardware required. 
• Standard printer/multifunction printer network configuration and troubleshooting
• Standard support for mobile devices/smart phones (iOS, Android)
• Established Experience with Microsoft, Mac, and Unix/Linux operating systems and tools.
• Experienced with enterprise level applications and software (MS Office, Adobe Creative Suite, SCCM).
• Network troubleshooting skills (wired, wireless and VPN)
• Telephone troubleshooting skills (traditional and IP)
• In depth technical knowledge of the University¿s standard technical services and configurations
• Be able to lead technical resource for assigned area¿s specialized equipment and services
• Effectively support and solve issues involving complex systems with many dependencies
• Able to perform to a high standard with minimal direction
• Must utilize effective decision-making skills to prioritize a large volume of service requests to provide the best overall service experience for clients
• Must document processes and activities clearly and concisely
• Accuracy and attention to detail is essential, with the ability to spot errors and inconsistencies.
• Must possess excellent customer service skills
• Able to interact in a professional manner and build good relationships with clients and team members.  
• Able to remain positive and confident under pressure.
• Must be able to perform physically demanding work, heavy lifting.
• A valid driver¿s license is an asset
• Effective time management skills with ability to prioritize and meet competing deadlines.
• Able to prioritize own workflow and scheduling based on client demand
• Ability to work independently and as part of a team
• Ensures that the supervisor is kept informed of activities and progress of work; shares information regarding projects and activities with others
• Able to effectively manage stress in a demanding environment with high workload
• Takes responsibility for his/her own learning and skills development
• Ensures regular work attendance and timely reporting for start of shift

Application Deadline:  December 15, 2021

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase II.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website. 

COVIDSafe Campus Strategy

The University has implemented a new Vaccination Directive that requires all faculty and staff to be fully vaccinated against COVID-19 by January 1, 2022. You will be required to upload proof of vaccination prior to commencing your duties. Please review the COVIDSafe Campus website for further information and access to additional resources.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.