Endpoint Support Analyst

This posting will be used to fill two vacancies

• Vacancy 1 is a Support Staff Regular (Full-time Permanent) position.
• Vacancy 2 is a  Support Staff Auxiliary (Full-time Temporary) with a term length of 1 year plus one day.

Please indicate in your cover letter which role you are applying for. 

These positions each offer a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits .

These positions are a part of the Non-Academic Staff Association (NASA).

Location –  This role is hybrid with a mix of remote and in-person. On-site work takes place at the following Edmonton Campuses:

• North Campus
• South Campus
• Enterprise Square

Working for the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Working for Information Serves and Technology (IST)

Information Services and Technology (IST) is the central IT department for the UofA.

We have a team of approximately 30 analysts, reporting to two Team Leads, who report to the Manager.

We support approximately 19,000 endpoints, mainly at our North Campus location however we do have an office in Enterprise Square and a couple other remote locations but these generally have fixed resources. Our day to day ranges from deploying net new computers from onboarding, helping out with classrooms, troubleshooting network connections, operating systems, adding/troubleshooting printers, file sharing and storage, just to name a few. All while maintaining a high level of customer service or Service Excellence is what we like to call it.

We are in the midst of a multiyear initiative to transform IT service delivery at the UofA. Change is the norm, and university culture is the focus.  As the “face” of IST, our team members are the ambassadors of our mission.

We’re excited you’re here – let’s get started.

Postion Summary 

Reporting to an Endpoint Support Team Lead, the Endpoint Support analyst represents Information Services and Technology (IST) as a skilled expert, delivering excellent service and troubleshooting technical issues to clients across the university campuses.

The position provides remote and onsite support for teaching and administrative units, and researchers. The Endpoint Support team is commonly thought of as the “face” of IST and plays a key role in building relationships with our clients.

Endpoint Support provides support and continuous service improvement to equipment, software and infrastructure that is leveraged in the operational administration and support of end user computing on campus. Functionally, Endpoint Support empowers the University community to accomplish their duties by providing, reliable, standard configurations devised to maximize productivity in the University technology environment.

The role involves support and management of computer hardware, operating systems, mobile devices, wired and wireless network setup and troubleshooting, and peripherals.

Duties

• Provides support for desktop/laptop hardware/software; operating systems (MS Windows, Apple macOS, Linux); applications (MS Office, Google Apps, Adobe Creative Cloud, PeopleSoft, browsers, anti-malware, etc.); edge-networks, and peripherals (printers, scanners, including multifunction devices)
• Supports mobile devices including Apple iOS and Android
• Supports identity, file, and workstation management using server-side tools
• Workstation imaging and deployment using Microsoft Endpoint Configuration Manager (MECM), Munki, and DeployStudio
• Enterprise mobile device management using AirWatch Intelligent HUB Network configuration including Virtual Local Area Network assignments, IP address management, and Domain Name System (DNS) hostname assignments
• Performs remote access configurations including Virtual Private Network (VPN) and Microsoft Remote Desktop Services.
• Effectively utilizes business tools within the ITSM Process framework
• Provides effective remote support using tools such as BeyondTrust and Windows Remote Assistance
• Maintains security of aspects of the information systems and equipment e.g. encryption of devices
• Assists with the implementation of new or, changed IT services
• Works with other IST teams to collaboratively solve issues and/or implement new initiatives.
• Works with consultants, computing companies and university staff in installation and maintenance of office IT infrastructure
• Engages in managing client relationships and deals with difficult interactions by understanding, empathizing, and communicating intent to help
• Keeps up to date on software and hardware trends in anticipation of user needs; supports new strategic directions with appropriate technology; documents procedures for client support; and assists with performance testing
• Performs other related duties as necessary

Qualifications

• IT Technical diploma; equivalent combinations of education and experience may be considered
• Microsoft certifications or equivalent experience would be an asset
• Technical certifications including A+, or equivalent experience
• Experience with Active Directory, device encryption using tools such as Bitlocker, FileVault, etc.
• Experience with Google G-Suite and Office 365 is an asset.
• Two years’ experience in a complex environment with many systems providing technological solutions to enhance business practices Demonstrated analytical and diagnostic skills
• Ability to manage multiple priorities
• Excellent verbal and written communication skills, intuitive and empathetic listening skills and presentation skills
• Innovative self-starter, with the ability to manage priorities and workloads under pressure Strong team player who can solve business issues and think “out of the box”

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.