Job Description

Technology Services Centre
Thunder Bay
Full-time
Permanent

Overview

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The IT Support Analyst plays a crucial role in maintaining and enhancing the technology services that keep the Lakehead University community connected. This position is responsible for troubleshooting technical issues, performing system maintenance, and assisting users with technology to improve their day-to-day experiences across the institution. Beyond resolving immediate challenges, the IT Support Analyst actively contributes to service improvements and change management initiatives. By identifying opportunities for innovation and implementing effective solutions, this role helps the university community adapt to evolving technologies, fostering a more efficient, resilient, and friendly IT environment.

Responsibilities

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Technology Support and Maintenance Serve as the first point of contact for technology-related inquiries, providing timely and effective support for students, faculty, and staff. Troubleshoot and resolve hardware, software, and connectivity issues, ensuring minimal downtime for users. Perform remote and local software installations, system imaging, and hardware maintenance. Provide ongoing support for classroom and lab technology, ensuring a seamless teaching and learning experience. Monitor, maintain, and optimize audio/visual technology for lectures, special events, and university functions. Identify and escalate critical issues to appropriate teams for resolution. Client Engagement & Event Support Maintain regular communication with requestors and event coordinators to ensure IT service needs are met. Advise event organizers on best practices for technology use, including setup and equipment recommendations. Support streaming, video conferencing, and multimedia services for campus events. Administrative & Security Responsibilities Maintain accurate records of technology usage, reservations, and service requests. Report instances of vandalism, theft, or security risks to maintain a safe and efficient technology environment. Engage in the University's Incident Response plan often as a first point of contact Professional Development & Collaboration Continuously engage in self-directed learning and professional development to stay current with emerging technologies. Collaborate with colleagues across IT support functions to ensure a seamless user experience. Contribute to process improvements and service enhancements within the Technology Services Centre.

Qualifications

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Education:

Post-secondary degree or diploma in Information Technology, Computer Science, Business, Communications or a related field preferred.

Experience:

Minimum of two years of experience in IT support, customer service, or multimedia services.

Technical Skills:

Proficiency in troubleshooting Windows and macOS systems. Experience with directory services and identity management tools. Knowledge of device management tools. Experience with classroom technology, A/V systems, and remote support tools. Ability to install, configure, and maintain software applications and hardware components. Familiarity with work request systems and IT service management best practices.

Soft Skills:

Strong communication and problem-solving abilities. Ability to work in a fast-paced, client-oriented environment. Adaptability to evolving technology and institutional needs. Team-oriented mindset with a commitment to knowledge sharing and collaboration.

Benefits Information
Why Lakehead University?
Application Deadline:
Tuesday, September 9, 2025 - 11:59pm
Salary:
$59,762.25 - $69,697.63

Contact Information:
humanres@lakeheadu.ca
Reference Number:
OPSEU-25-03

Application Deadline:
Tuesday, September 9, 2025 - 11:59pm
Salary:
$59,762.25 - $69,697.63
Yes, eligible for benefits
Contact Information:
humanres@lakeheadu.ca
Reference Number:
OPSEU-25-03