Endpoint Support Analyst

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits . This posting will be used to fill multiple positions and will remain open until all positions are filled. Review of applications will begin October 12, 2021.

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 remote and onsite support for teaching and administrative units, and researchers. The Endpoint Support team is commonly thought of as the "face" of 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, Linux); applications (MS Office, Google Apps, Adobe Creative Cloud,, PeopleSoft, browsers, anti-malware, etc.); networks, and peripherals (printers, scanners, including multifunction devices)
• Supports mobile devices including Apple iOS and Android 
• Supports identity, file, and workstation management using server-side tools 
• 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
• 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 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

• Minimum 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, device encryption using tools such as Bitlocker, FileVault, etc.
• Two years 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

Please note that this position requires on-site, in-person support.

Interested applicants must submit a cover letter and resume; applications received without a cover letter will not be considered.

This competition is open to all applicants however internal candidates and applicants who were former employees of the University of Alberta in the past 18 months will be given priority consideration before external candidates. Please indicate your internal status using the "Advertisement" drop down menu when applying.

COVID-19 Vaccination: Proof of full vaccination against COVID-19 in compliance with the University’s COVID-19 Vaccination Directive. Fully Vaccinated means a status an individual achieves 14 days after having received the recommended number of doses of a COVID-19 vaccine approved by Health Canada or the World Health Organization, and requires the individual to maintain the recommended number and type of vaccine doses as updated and required by Health Canada thereafter.

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.