Analyst L2
Analyst L2
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Job Description
COVID 19 OnCampus Requirements
Prior to May 1 2022 the University required all students faculty staff and visitors (including contractors) to declare their COVID19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in inperson University activities. These requirements were suspended effective May 1 2022 but the University may reinstate them at any point.
About Queens University
Queens University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research faculty administration engineering & construction athletics & recreation power generation corporate shared services and many more.
We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women racialized/visible minorities Indigenous/Aboriginal peoples persons with a disability persons who identify in the LGBTQ community and others who reflect the diversity of Canadian society.
Come work with us!
Job Summary
A Brief Overview
Reporting to the Director Infrastructure & Operations Smith School of Business the Analyst L2 is a member of the Helpdesk team and is responsible for providing technical end user support for escalated Information Technology (IT) issues by either email phone or in person (i.e. software repair depot / onsite support). The Analyst L2 manages and triages incoming requests through a ticketing system and will also assist other members of the team with technical issues that require troubleshooting or escalation. The position provides handson workstation setup and troubleshooting addresses desktop applications and provides solutions to hardware and connectivity issues. The Analyst L2 is also responsible for providing basic support for classroom technology.
This position provides escalated user support to resolve issues for a variety of operating systems (Windows Mac mobile etc. desktop applications and other technologies. This position tracks and monitors user issues generates reports and develops workflows. This position investigates and takes corrective action for escalated issues. This position also configures systems and security on software to protect data by encryption and domain password security.
Job Description
What you will do
- Provides escalated user support to resolve issues for a variety of operating systems (Windows Mac mobile etc. desktop applications and other technologies.
- Tracks and monitors user issues generates reports and develops workflows.
- Identifies and updates procedures to enable efficient resolution of recurring problems.
- Investigates and takes corrective action for escalated issues.
- Configures systems and security on software to protect data by encryption and domain password security.
- Support users through technical knowledge to ensure proper use of software and hardware.
- Researches and recommends solutions to improve services processes and documentation.
- Other duties as required in support of the department and/or unit.
- Threeyear Community College Diploma or ThreeYear Bachelor Degree or equivalent. In addition requires trade certification qualification or ongoing learning to remain ahead of changes in technology or emerging fields.
- More than 2 years and up to and including 3 years of experience.
- Experience with desktop and server operating systems considered an asset.
- Experience in information systems security and management tools considered an asset (e.g. Endpoint Protection Management Tools etc..
- Experience with software protocols considered an asset (e.g. Active Directory Domain Controller Administration LDAP Shibboleth etc..
- Experience working with managed and virtual desktop technologies considered an asset.
- Experience working with diverse populations/equity deserving groups considered an asset.
Job Knowledge and Requirements
- Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
- Provide consultation and advice on nonstraightforward and/or complex issues.
- Interaction with others typically requires interpersonal skills and the ability to understand and influence.
- Adapt messages to meet the needs of the intended audience.
- Build relationships trust and credibility.
- Manage own work and may train and review the work of casual employees work study students and/or volunteers to see commitments through to completion.
- Contribute to setting work priorities and direction supporting the team in achieving goals and objectives.
- Participate in project team meetings and develop individual project plans.
- Lead procedural or technological change within a unit.
- Identify new problems and seek information and input to fully understand the cause of problems.
- Identify opportunities to improve the effectiveness and efficiency of work processes.
- Draw logical conclusions and provides opinions and recommendations.
- Research equity diversity accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidencebased planning.
- Commitment to principles of equity diversity accessibility inclusion Indigenization and human rights for equity deserving groups.
Employment Equity and Accessibility Statement
The University invites applications from all qualified individuals. Queens is committed to employment equity and diversity in the workplace and welcomes applications from women visible minorities Aboriginal Peoples persons with disabilities and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements priority will be given to Canadian citizens and permanent residents.
The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at .
Required Experience:
IC
Employment Type
Full-Time
