The IT Client Services Analyst, working with minimal supervision, is responsible for client computing, configuring and troubleshooting network infrastructure, ensuring end-user cybersecurity, media services functions, and providing comprehensive client support.

MAJOR DUTIES & RESPONSIBILITIES

Client service

1. Utilize ITIL framework to deliver quality client service pan-university, resolve IT needs with minimal follow-ups, and continuously improve service delivery.

Service desk

- Respond to and manage IT requests from various contact points (ITS Portal, email, telephone, face-to-face), create and resolve tickets, troubleshoot incidents, support account creation, and escalate major issues.
- Use remote tools for client support, develop resolution procedures, maintain the IT Services Portal, provide advice, coordinate hardware repairs, and install software.

Client compute

- Investigate, evaluate and install computer hardware, software, and applications.
- Develop, implement and analyze testing plans, procedures and scripts.
- Integrate software upgrades and patches.
- Manage, maintain, analyze and execute improvements to client compute infrastructure.
- Provide technical support for campus projects as assigned, ensure project standards and communication.
- Implement remote installation and maintenance for labs and classrooms.
- Assign work to, train and coordinate Co-op and work study students.

Network

- Configure, troubleshoot, and administer LANs, WANs, mainframe networks, workstations, Internet connections, and peripherals.
- Troubleshoot network issues at the connection level of switches.
- Operate master consoles to monitor and coordinate computer systems and network performance.

Cybersecurity

- Identify and document client requirements; assess security risks to client data, software, and hardware.
- Install and maintain security software; investigate and educate clients on best practices in information security management.




- Apply critical thinking and problem-solving to effectively respond to and mitigate client cybersecurity incidents.
- Take part in implementation of security policies and procedures.
- Evaluate current impact of cybersecurity events; report to and collaborate with Information Security to maintain security measures.

Media services

- Install, maintain, and troubleshoot audio-visual and classroom technologies.
- Read and interpret audio-visual system diagrams.
- Investigate audio-visual technologies; analyze aggregate data to determine trends and make necessary improvements.
- Develop and deliver training on audio-visual setup and administration.
- Support events as an audio-visual operator.
- Coordinate with Media Services Supervisor, faculty and staff, suppliers; facilitate and supervise work of contractors.
- Manage client requests, prepare spaces, and coordinate loaned equipment.

Documentation

- Investigate, evaluate, and document processes and procedures; develop manuals and knowledge base articles.

REPORTS TO

Manager, IT Client Services

QUALIFICATIONS

EDUCATION

- Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent education of 4 years

EXPERIENCE:
- Five years' related experience including:
- Two years in a medium to large scale complex IT environment
- Experience working at an IT support call centre or service desk environment

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB
- Information Technology Infrastructure Library (ITIL) certificate




- Strong interpersonal and effective communication skills
- Ability to interact courteously, tactfully, and empathetically with TRU internal and external clients, especially in difficult situations
- Ability to work independently as well as part of a team
- Strong critical-thinking, problem-solving and decision-making skills
- Demonstrates strong project management skills by effectively planning, organizing, and prioritizing tasks, meeting deadlines, and maintaining attention to detail
- Knowledge with software consoles, deployment tools, system management software, policy management utilities, system preparation tools, end-user computing, cloud services, remote connection technologies, application packaging and virtualization, and system imaging
- Knowledge of MS Windows, Windows Server, Mac OS X, Linux, Android, VMWare, networking, computer hardware and peripherals, and other learning and teaching technologies
- Proficiency in developing and modifying scripting languages
- Ability to deliver effective support to faculty and staff and ensure student success using learning technologies
- Knowledge in cybersecurity: threat analysis, incident response, and vulnerability assessment
- Knowledge of media services devices and control platforms
- Ability to stay up to date with technical knowledge in fast-paced environments

WORKING CONDITIONS
- Sitting at desk and computer for long periods of time
- Travel by foot to office, lab or classrooms in various campus locations in all weather conditions
- Exposure to unclean conditions in client areas, e.g. under desks, keyboards, dust within computers
- High-pressure workplace in times of security breaches (responding swiftly to incidents and making prompt recommendations)
- Working in dusty conditions while working on installation and expansion of voice and data networks
- Working on ladders
- Ability to lift weights exceeding 20 kg

📌 IT Client Services Analyst (Kamloops)
🏢 Thompson Rivers University
📍 Kamloops