Endpoint Executive Support Analyst

This competition is restricted to current employees of the University of Alberta only. Please indicate your internal status using the "Advertisement" drop down menu when applying.

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

This position offers a comprehensive benefits package which can be viewed on our Benefits Overview page .

Location

Work primarily takes place at North Campus Edmonton.

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.

Position Summary

This position is the primary point of contact for University Senior Executives, but it is also part of the Endpoint Support Team that supports 180,000 students, staff, faculty, alumni, and community members who access IT service and support from Information Services and Technology (IST). 

University Senior Executives will be the primary and priority supported clients. These clients are unique and have specific requirements for the services provided to them. Loss of productivity for these clients can have a larger impact on the University. This position includes on-call standby support year-round, and some in-home support for University Senior Executives.

While the nature of issues and requests fielded by the Senior Executive Support Analyst will be diverse, it is expected that a large number of interactions will be based around end-user computing. This role will be expected to support most aspects of computer hardware, applications, operating systems, mobile devices, wired and wireless network setup and troubleshooting, PeopleSoft, Google Apps, coordinating hardware repair, software licensing, identity management and computing peripherals. This also includes specialty locations containing complex audio/video and video/web conferencing setups. Knowledge and understanding of all IST services and the structure/procedures of IST is essential for this role to be successful not only in a support role but as a conduit into the rest of IST.

A Senior Executive Support Analyst will from time to time engage in planned activities such as evergreening groups of computers for a supported client or coordinating office moves and decants with client contacts, Facilities and Operations, and Supply Management Services. Other planned project work requiring the skills of an end user computing device support staff may arise at the discretion of IST management.

Duties

• Provide remote and on site 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.); networks, and peripherals (printers, scanners, including multifunction devices) 
• Provide VIP-level support to University Executive Leadership, including the President’s Office, Provost Office and University Governance among others, including a 24/7 on call rotation and in-home support for University VIPs 
• Operates as a direct escalation point for VIP clients to IST teams, coordinating resolutions to issues and requests for services IST provides outside of the Endpoint Support scope 
• Provide support for A/V hardware in meeting room spaces; provide end-user support for A/V software such as Google Meet and Zoom
• Supports mobile devices including Apple iOS and Android 
• Supports identity, file, and workstation management using server-side tools like Active Directory and our Identity and Access Management tool for CCIDs
• 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 
• 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

Minimum Qualifications

• IT Technical diploma required; equivalent combinations of education and experience may be considered.
• Microsoft Computer Systems Engineer (MCSE) certification or equivalent experience.
• Technical certifications including A+, Network+, Server+, or equivalent experience.
• Experience with Active Directory, System Centre Configuration Manager (SCCM), InTune, Munki, and Jamf, is considered an asset.
• Experience with Google G-Suite, and Office 365 are considered assets.
• 5+ years experience providing IT support in a complex corporate or academic environment.
• Strong knowledge of Desktop Operating Systems.
• Strong knowledge of audio/video and video/web conferencing systems
• Experience supporting senior executives of organizations
• Demonstrated analytical, diagnostic, and conflict resolution / negotiation skills
• Excellent verbal and written communication skills, intuitive and empathetic listening skills, presentation skills, time management skills, and resource allocation skills.
• Ability to converse in multiple languages would be an asset.
• Ability to deal with ambiguity and high-stress situations due to the nature of VIP support, including demonstrated skills in diffusing tense and complex situations
• Ability to deal with very highly sensitive and confidential information and not discuss with anybody, and not let said information affect oneself
• The ability to understand and articulate context to provide better quality support and improve the user experience.

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.