Organizational Unit University of Victoria - VP Finance and Operations - University Systems University of Victoria - Victoria, BC V8W 2Y2 CA (Primary) Posting Close Date Additional Posting Information Salary posted will be pro-rated based on FTE and achieved as per the collective agreement, if applicable. Computers, Hardware, Computers, Software, Customer Service and Call Center, Information Technology, Telecommunications The University of Victoria is one of Victoria's largest employers and one of Canada’s best diversity employers. Together we are more than 5,000 dedicated faculty, librarians and staff supporting the University of Victoria’s diverse academic programs, world-class research and commitment to civic engagement.

The salary range for this position is: Recruitment range: $Performance range: Progression beyond the recruitment range is available through annual performance increases, in accordance with the PEA Collective Agreement.

University

Systems ( serves a diverse client base including students, faculty and world-renowned researchers.

We consist of five major units: IT Support & Client Services, Digital Learning Environment and Support, Infrastructure Services, Research Computing Services, and UVic Online Services, all working together to provide computing, communications, and technology in support of the university's learning, teaching, research, and administrative activities. We support high profile research projects like VENUS, NEPTUNE, and ATLAS and work as part of the BCNET consortium. We exist in a complex work setting where we must effectively navigate complex, cutting edge and ever-changing technology, and information security and privacy issues in order to be the best information systems organization in the Canadian university system.

The Desktop Support





Services team works closely with the Computer Help Desk and all other units in University Systems to provide support for all services offered by University Systems as articulated in the UniversitySystems Service Catalogue ; we facilitate the use of technology at the university and help to resolve any problems that users may encounter. Reporting to the Team Lead Desktop Support Services, the Desktop Support Analyst will be responsible for desktop computing support by providing advice and assistance in all aspects of desktop computing to our clients in academic and administrative university departments. This includes providing timely, accurate solutions to problems our clients encounter in using Microsoft Windows, Macintosh, and Linux computing technologies (laptop and desktop computers, mobile devices, printers and other peripherals) in their daily work.

In addition, responsibilities include participating in projects, providing one-on‑one and small group training sessions, keeping accurate and up to date technical documentation of the supported departments, and accurately documenting requests for technical assistance and associated problem resolution. Working with the Computer Help Desk and senior technical staff, the Desktop Support Analyst will be responsible for small projects and act as a project resource. This position will work within the University Systems project management processes to implement new infrastructure, refresh desktop hardware, produce required documentation, and plan regular maintenance of project deliverables.

This position requires the ability to demonstrate diplomacy, tact and patient when working with faculty, students, and staff who have varied levels of computer experience. The successful candidate will effectively manage a significant number of concurrent issues while contending with frequent in-person, telephone and e‑mail interruptions.



Our normal business hours are 8:30 AM to 4:30 PM, while client-facing service entities may be open from 8:00 AM to 11:00 PM; This position requires a bachelor’s degree in a technical discipline such as computer science or engineering and three years of experience performing the following functions: Resolving technical issues in a tier 1/2 technical support role.

Managing technical projects. Providing training in a technical discipline. An equivalent combination of education, training and experience will be considered. Thorough knowledge of Microsoft Windows and Macintosh computing environments.

Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment. Demonstrated knowledge of a large variety of software programs including Microsoft Exchange email and calendaring, Microsoft Office and SharePoint, statistical, and database applications. Thorough knowledge of Ethernet networking techniques.

Excellent oral, written and technical communication skills including the ability to convey technical information to our clients who range from novice to very experienced. Demonstrated diplomacy, tact and patient when working with faculty, and staff who have varied levels of computer experience Demonstrated ability to effectively manage a significant number of concurrent issues while contending with frequent in-person, telephone and e‑mail interruptions Teamwork, Customer Satisfaction, Communication & Information Sharing, Continuous Learning, Improvement Coaching and Mentoring, Balance Home and Work, and Accountability.

Assets include: Experience working in a post‑secondary education environment or comparable size/complex organization Relevant technical certifications such as (e.g.

Equity

Statement UVic is committed to upholding the values of equity, diversity, inclusion and human rights in our living, learning and work environments. ca Any personal information provided will be maintained in confidence. #

📌 Service Desk Analyst/Desktop Support (Victoria)
🏢 University of Victoria
📍 Victoria