Support Staff Employment Opportunity

Technical Support Analyst

Department of Information Services & Systems UNB Saint John

Competition #:#113-17.18Closing Date:December 20, 2017 4:30pm
Employment Group:P.T.S.U.Salary or Rate:$41,211 $51,520 Per Annum
Employment Date:(tentative)As soon as possibleHours per Week:Full-Time (36.25 HPW)
Position Length:(tentative)ContinuingFunding:University Budget


The Technical Support Analyst supports faculty, staff, graduate students, retirees, guests, and alumni in the use of UNB supported information and communication software and hardware technologies. This position provides a stable, robust and current computing environment by maintaining the life-cycle of university owned computing devices in offices, classrooms, and teaching and research labs. This position is responsible for effective management of small to medium size projects.
Representative Responsibilities
·    Fulfill tier 1 and tier 2 requests by monitoring the request list, logging, classifying and prioritizing requests, communicating the completion date to the users, analyzing, completing the request by the agreed upon date, quality control and documentation.
·    Restore services following tier 1 and tier 2 incidents and prevent outages by applying known fixes, prioritizing and categorizing incidents, investigating, resolving or escalating the incident to tier 3, validating the resolution and maintaining the documentation.
·    Maintain the desktop life-cycle by following the ever-greening standard which includes recommending and quoting a computer configuration that meets the needs, placing the order, receipt of computers, preparation of computer with standard UNB image, installing and additional software required and data transfer.
·    Proper disposal of decommissioned technology following UNB policies and department standards and procedures including documentation.
·    Work with the audio-visual, educational technology, and student technology support teams to ensure the technology in the classrooms and labs are installed and maintained to support the academic needs of the faculty and students. 
·    Communicate with faculty on their needs, working with other ITS teams to procure hardware and software licensing, installation, maintenance and daily support.
·    Educating users on IT issues when appropriate as well as promoting self-sufficiency. Advising and assisting with the purchase of new technology, informing clients of UNB technology direction and educating clients on best practices such as backing up files.
·    Contribute to successful performance of a team by taking initiative, providing and seeking ideas, participating in departmental and university activities and positively representing ISS.
·    Participate in project teams as an effective team member and complete independent projects successfully and on time.
·    Bachelor’s Degree in related field or Community College Diploma in a technology field.
·    5 years related technology work experience and at least two years of customer service.
·    Experience troubleshooting Windows, Macintosh and Linux operating systems.
·    Excellent customer service skills.
·    Experience managing small to medium size projects.
·    Must be able to work independently or as part of a team.
·    Ability to prioritize work, apply evolving departmental standards and meet deadlines.
·    Ability to adapt to changes in work and technical environments.
·    Exercises initiative to independently learn new technologies.
** To be given consideration for this competition, you must demonstrate how, when and where you acquired the requirements outlined for this position. Your resume must present education and work experience in chronological order, with work experience detailed in both months and years, and whether it was part-time or full-time**


For more information, please contact:

UNB Fredericton
Human Resources Room 102
Physics & Admin. Building
Fax: 506-453-4611

UNB Saint John
Financial & Admin. Services
Room 114/115, Oland Hall
Fax: 506-648-5714

We thank all applicants for their interest but wish to advise that only those selected for an interview will be contacted.
Applications will be accepted ONLY until the end of regular business hours on the closing date.