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IT Technical Support Analyst, UService, Finance

Job ID: 25761

Updated: May 13, 2022

Location: Main Campus

We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta. The City of Calgary is also home to Métis Nation of Alberta, Region III.

Position Overview

The UService team within Finance is currently seeking a Full-time Regular IT Technical Support Analyst.

As a member of the IT team in UService, the Technical Support Analyst reports to the Manager, UService IT. The Technical Support Analyst acts as the first line of contact for all staff, students and faculty for all IT related issues and requests. The position will utilize tools (ServiceNow and Purecloud) to ensure all calls and chats are appropriately tracked, e-mails responded to in a timely manner, and the knowledge base utilized to provide thorough and appropriate responses.

Position Description

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

  • Identify problems, execute resolution and provide coaching on client issues by: effectively trouble shooting and diagnosing complex hardware, software, and connectivity issues then determining when it is appropriate to consult with support staff on complex incidents and problems.
  • Communicates clearly and concisely with strong written and oral skills in dealing with clients in person, over the telephone, via email
  • Using active listening and an ability to transfer technical information to clients with little or no technical background, and an ability to translate customer needs into requests for service.
  • Assisting end users face to face, via telephone, email, chat and the IT ticketing system with both standard service requests and technical incidents.
  • Provide IT support for hardware, software, network connectivity, collaboration services and other services
  • Documenting all work completed in the IT Service management tool
  • Attending ongoing training and staying on top of latest end user technology
  • Researching solutions to technical problems and documenting in our Knowledge base
  • Escalating issues to higher level support groups where appropriate
  • Rerouting misdirected calls / emails to appropriate groups
  • Training/mentoring new staff when appropriate

Qualifications / Requirements:

  • Completion of a high school diploma, experience in a technical field, completion of Microsoft Certification or equivalent combination of skills and experience in IT support will be required by this position.
  • Minimum of 2-3 years of customer service experience
  • 1-2 years of call centre experience in a technical field is an asset
  • Exceptional analytical and problem solving skills are required and the ability to assess information, reflect on events, feedback and other information in order to analyze and resolve incidents.
  • Must have a desire to continually upgrade skills to stay current with technological advances.
  • Must possess excellent customer service, organizational, communication and diplomacy skills
  • Must be able to multi-task
  • Must possess strong time management skill and able to prioritize work to meet Service Level Objectives.
  • ITIL Foundations an asset
  • The position requires in-depth knowledge of:
    • Microsoft Office software and a variety of communication and collaboration software
    • Various hardware and software components, including Managed Desktop Hardware and Software Standards, and Learning Management Systems.
    • Peripherals such as printers, scanners and appropriate drivers.
    • Mobile/Smart Phone devices and appropriate productivity software.
    • Centralized network sharing of data folders and hardware/peripherals
    • Intermediate knowledge of LAN/WAN technology
    • Working knowledge of ServiceNow software an asset
    • Working knowledge of Web site design, development and maintenance required
    • Advanced knowledge of Windows operating system
    • General knowledge of MAC Operating System required
    • Knowledge of Linux operating system an asset
    • Basic Support for FSCM, HRMS and SCM Systems
    • Account Management and Support for an Exchange email environment.
    • Support and consultation for Access Requests within an HCRM System
    • Account and course management, creation and support for a Learning Management System.
    • ITIL Incident and Request management process an asset

Application Deadline:  May 19, 2022

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 I.

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

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

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

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.

As an equitable and inclusive employer, 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 academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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