IT Client Services Analyst, Auxiliary/On-Call

DUTIES

Thompson Rivers University (TRU) seeks qualified individuals for our On-Call Auxiliary pool. The On-Call Auxiliary pool of employees provides temporary, short-term support to designated departments within the University to assist with workload requirements, temporary leave coverage and during peak periods. The length of an Auxiliary assignment can vary from one day to up to four months and can be part-time or full-time hours depending on the departmental requirements.

The IT Client Services Analyst, working with minimal supervision, is responsible for client computing, configuring and troubleshooting network infrastructure, ensuring end-user cybersecurity, media services functions, and providing comprehensive client support.

MAJOR DUTIES & RESPONSIBILITIES
Client service
1. Utilize ITIL framework to deliver quality client service pan-university, resolve IT needs with minimal follow-ups, and continuously improve service delivery.

Service desk
2. Respond to and manage IT requests from various contact points (ITS Portal, email, telephone, face-to-face), create and resolve tickets, troubleshoot incidents, support account creation, and escalate major issues.
3. Use remote tools for client support, develop resolution procedures, maintain the IT Services Portal, provide advice, coordinate hardware repairs, and install software.

Client compute
4. Investigate, evaluate and install computer hardware, software, and applications.
5. Develop, implement and analyze testing plans, procedures and scripts.
6. Integrate software upgrades and patches.
7. Manage, maintain, analyze and execute improvements to client compute infrastructure.
8. Provide technical support for campus projects as assigned, ensure project standards and communication.
9. Implement remote installation and maintenance for labs and classrooms.
10. Assign work to, train and coordinate Co-op and work study students.

Network
11. Configure, troubleshoot, and administer LANs, WANs, mainframe networks, workstations, Internet connections, and peripherals.
12. Troubleshoot network issues at the connection level of switches.
13. Operate master consoles to monitor and coordinate computer systems and network performance.

Cybersecurity
14. Identify and document client requirements; assess security risks to client data, software, and hardware.
15. Install and maintain security software; investigate and educate clients on best practices in information security management.
16. Apply critical thinking and problem-solving to effectively respond to and mitigate client cybersecurity incidents.
17. Take part in implementation of security policies and procedures.
18. Evaluate current impact of cybersecurity events; report to and collaborate with Information Security to maintain security measures.

Media services
19. Install, maintain, and troubleshoot audio-visual and classroom technologies.
20. Read and interpret audio-visual system diagrams.
21. Investigate audio-visual technologies; analyze aggregate data to determine trends and make necessary improvements.
22. Develop and deliver training on audio-visual setup and administration.
23. Support events as an audio-visual operator.
24. Coordinate with Media Services Supervisor, faculty and staff, suppliers; facilitate and supervise work of contractors.
25. Manage client requests, prepare spaces, and coordinate loaned equipment.

Documentation
26. Investigate, evaluate, and document processes and procedures; develop manuals and knowledge base articles.

REPORTS TO
Manager, IT Client Services

QUALIFICATIONS

EDUCATION:

• Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent education of 4 years

EXPERIENCE:

• Five years' related experience including:
  • Two years in a medium to large scale complex IT environment
  • Experience working at an IT support call centre or service desk environment

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• Information Technology Infrastructure Library (ITIL) certificate
• Strong interpersonal and effective communication skills
• Ability to interact courteously, tactfully, and empathetically with TRU internal and external clients, especially in difficult situations
• Ability to work independently as well as part of a team
• Strong critical-thinking, problem-solving and decision-making skills
• Demonstrates strong project management skills by effectively planning, organizing, and prioritizing tasks, meeting deadlines, and maintaining attention to detail
• Knowledge with software consoles, deployment tools, system management software, policy management utilities, system preparation tools, end-user computing, cloud services, remote connection technologies, application packaging and virtualization, and system imaging
• Knowledge of MS Windows, Windows Server, Mac OS X, Linux, Android, VMWare, networking, computer hardware and peripherals, and other learning and teaching technologies
• Proficiency in developing and modifying scripting languages
• Ability to deliver effective support to faculty and staff and ensure student success using learning technologies
• Knowledge in cybersecurity: threat analysis, incident response, and vulnerability assessment
• Knowledge of media services devices and control platforms
• Ability to stay up to date with technical knowledge in fast-paced environments

WORKING CONDITIONS

• Sitting at desk and computer for long periods of time
• Travel by foot to office, lab or classrooms in various campus locations in all weather conditions
• Exposure to unclean conditions in client areas, e.g. under desks, keyboards, dust within computers
• High-pressure environment in times of security breaches (responding swiftly to incidents and making prompt recommendations)
• Working in dusty conditions while working on installation and expansion of voice and data networks
• Working on ladders
• Ability to lift weights exceeding 20 kg