Endpoint Support Analyst

Competition 2118

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.

Location -   This role is in-person at multiple U of A sites including North Campus, South Campus and Enterprise Square.

Working at 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 FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the Information Services and Technology (IST)

Information Services and Technology (IST) is the central IT department for the U of A. We have a team of approximately 30 analysts, reporting to two Team Leads, who report to the Manager of Endpoint Computing.

We support approximately 17,000 endpoints, mainly at the North Campus location, however, we do have an office in Enterprise Square, and a couple of other remote locations.

The day-to-day ranges from deploying net new computers from onboarding, helping out with classrooms, troubleshooting network connections, and operating systems, and 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 U of A.

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.

Position 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 onsite support for teaching and administrative units, and researchers. The Endpoint Support team is commonly thought of as the first line of customer service within the organization. IST 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); applications (MS Office, Google Apps, browsers, anti-malware, etc.); networks, and peripherals (printers, scanners, including multifunction devices)
• Supports identity, file, and workstation management using server-side tools
• Workstation imaging and deployment using Microsoft Endpoint Configuration Manager (MECM)
• Enterprise mobile device management using Kandji for Mac management
• Performs remote access configurations including Virtual Private Network (VPN) and Microsoft Remote Desktop Services
• Effectively utilizes business tools within the ITIL framework
• Provides effective remote support using tools such as BeyondTrust and Windows Remote Assistance
• Maintains security of all aspects of the information systems and equipment i.e., encryption of mobile 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 the 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, Azure Active Directory, and device encryption using tools such as Bitlocker, FileVault, etc.
• Two years of experience in a complex environment with many systems providing technological solutions to enhance business practices
• Experience with Google G-Suite and Office 365 is an asset
• 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
• Ability to converse in multiple languages would be an asset