Title:                           IT Analyst
Department:                Information Technology
                                    Ivey School of Business
Reports to:                  Manager, IT Services
 
Date:                            August 2014
 
 
Job Description:
Provide advice, support, consulting and troubleshooting activities for desktop and mobile computing at Ivey to ensure that Faculty, Staff and Students have the means and the support to use Ivey’s network computing facilities successfully. Evaluate and troubleshoot hardware problems. Replace, repair, deploy and update laptop and desktop hardware with a high degree of reliability and efficiency. Perform research into technical issues. Collaborate with other IT Staff, Students, Faculty, suppliers and other stakeholders to solve problems. Demonstrate a professional and positive attitude at all times, meet or exceed deadlines.
 
Duties:
 

• Track and resolve computing incidents (both issues and questions). Ensure completion in a timely manner and to the satisfaction of customers. Follow up to ensure customer satisfaction is maintained over time.
• Install, test, repair, refurbish, replace, and relocate desktops, laptops, printers, and other devices/peripherals efficiently and which a high degree of quality.
• Implement and test solutions for various IT projects. Such projects may include building software distributions, device driver packages, and deployment automation. Ensure high quality standards are maintained.
• Proactively contribute to the growing IT knowledge base by creating and updating documentation, web resources, social media, and other documentation resources.
   
  Required Qualifications and Experience:
   
• University degree or completed College program
• Minimum of2 years ofexperience in a Help Desk role or similar function
• Strong interpersonal and communications skills
• Ability to work independently as well as in a team
• Demonstrated track record of providing excellent customer service and problem solving
• Ability to work under pressure and meet deadlines
• Punctual and reliable, consistent and thorough
• Ability to multitask in a fast-paced environment
• Ability to learn quickly and independently
• Flexibility to work occasional evenings and weekends, possible travel to Toronto if required
• Familiar with mobile computing and current industry products, news, and trends
   
  Technical Skills
   
• MCSE / MCP Microsoft certification an asset
• Experience using and supporting Apple computers and Mac OS X
• Experience using and supporting laptop computers and mobile devices
• Experience working in a Microsoft Windows network
• Knowledge of Microsoft Operating systems (7/8) and Microsoft Office 2010, 2013
• Excellent troubleshooting skills (hardware and software)
• Networking troubleshooting experience, including wireless an asset
• Programming installer scripts or web applications
   
  This is a 2 year renewable contract position with a full benefits package.
   
  Qualified applicants should apply to hrresumes@ivey.uwo.ca . Please reference Job Posting IT141.
  before  August 26, 2014.