Job Description

Job Category: Information Technology
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This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.
This position is a part of the Non-Academic Staff Association (NASA).
This position offers a .
Location - This role is in-person with multiple onsite locations at North Campus, Edmonton; South Campus, Edmonton; Enterprise Square, Edmonton; and Calgary.
Position Summary
Reporting to an Endpoint Support Team Lead, the Endpoint Support analyst represents Information Services and Technology (IST) as a skilled expert, delivering exceptional 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 and community.
Endpoint Support provides support and continuous service improvement for 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 within the University technology environment.
The role involves support and management of computer hardware, operating systems, wired and wireless network troubleshooting, and assistance with peripherals.
Responsibilities:

• 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 identity, file, and workstation management using server-side tools. Workstation imaging and deployment using Microsoft Endpoint Configuration Manager (MECM), and Kandji (Mac)
• 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 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 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 * Two years of experience in a complex environment with many systems, providing technological solutions to enhance business practices

• Experience with Active Directory, device encryption using tools such as BitLocker, etc.
• Technical certifications, including A+ or equivalent experience, would be an asset
• 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

Application Instructions
Click "Apply Now" to submit your cover letter and resume.
About Us:
The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Metis, 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. .
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.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms-physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.
The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Metis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.
L'Universite de l'Alberta s'engage a creer une communaute universitaire ou chaque personne se sent valorisee, ou les obstacles a la reussite sont elimines et ou des connexions enrichissantes peuvent se developper. Nous accueillons les demandes de toutes les personnes qualifiees. Nous encourageons les femmes; Premieres nations, Metis et Inuits; membres des groupes minoritaires visibles; personnes handicapees; personnes de toute orientation sexuelle ou identite et expression de genre; et toutes les personnes qui peuvent contribuer a la diversification des idees et a l'universite a postuler.
About the Team: (IST) is the central support group for the university's technological landscape. IST plays a pivotal role in ensuring the evolution and smooth operation of technology for teaching, learning, research and working at the University of Alberta. Beyond having expansive technical expertise, IST fosters a supportive environment where our staff values include compassion, connection, collaboration, creativity and courage. If you are passionate about leveraging technology to empower education, research and to drive institutional excellence, join us and be part of shaping the future of the University of Alberta through innovative IT solutions.

Skills Required