Regular/Temporary

Regular

Job Title

IT Analyst (13 month appointment) (Hybrid)

Job ID

71946

Location

Central Campus

Open Date

09/15/2025

Job Type

Limited Term (>12 months)

Close Date

09/27/2025

Employee Group

Unifor Unit 1, Staff

Favorite Job

Department

DeGroote School of Business IT

Salary Grade/Band

Grade 7

Salary Range

$25.70 - $39.89 (hourly)

Hours per Week

35

Posting Details

Schedule

Monday – Friday, 8:30am – 4:30pm (Hybrid schedule)

Education Level

3 year Community College diploma in Computer Technology or related field of study

Career Level

Requires 3 years of relevant experience.

Location

Ron Joyce Centre, Burlington and McMaster Main Campus, Hamilton

Anticipated Start Date

October 2025

Employment Type

Limited Term Appointment (LTE)

Union, JD

UNIFOR, Local No. 5555 (Unit 1), JD1231

Duration

13 Month Appointment

Job Description

UNIT/PROJECT DESCRIPTION:

Reporting to the Manager of Operations and Support for McMaster University - DeGroote School of Business, the IT Analyst provides support and expert knowledge on a range of hardware and software technologies at the Faculty of Business locations at the main campus in Hamilton and the Ron Joyce Centre in Burlington.

JOB SUMMARY:

Provides Level I and II support with respect to software applications and hardware. Responsible for assisting to solve basic or intermediate technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. Responsible for creating web content and other documentation such as FAQ, how-to tutorials, and issue knowledge bases.

PURPOSE AND KEY FUNCTIONS:

• Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or

expected information system behaviour.

• Combine investigative, analytical, and design skills with knowledge of hardware and software applications and

technology.

• Triage incoming support tickets, providing initial support and/or forwarding to the appropriate team.
• Provide technical expertise and functional support for software and hardware package implementations to meet

business requirements.

• Provide technical expertise and functional support for A/V and conferencing systems in classrooms, computer labs,

and meeting rooms to meet business requirements.

• Analyze and evaluate the impact of application enhancements.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Identify, evaluate, prioritize and follow-up on customer issues to ensure that inquiries are satisfactorily resolved.
• Carry out investigative work on a variety of requirements, information flow, and processes.
• Elicit additional information from users to accurately diagnose problems.
• Implement non-standard solutions and work-around.
• Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
• Review and assess systems and software production quality management against established standards.
• Evaluate hardware, software, and transmission service alternatives as business requirements change.
• Demonstrate innovation in applying knowledge to non-standard situations.
• Localize and rectify faults in network connectivity and applications and respond to non-routine user problems.
• Analyze, examine, and validate processes.
• Interpret technical and procedure manuals for non-technical users.
• Set priorities for problem resolution, monitor progress, and apply the appropriate escalation procedures.
• Train clients in the use of applications and computer systems.
• Provide detailed technical advice and guidance to users, clients, and staff.
• Produce technical and descriptive documentation.
• Investigate means to improve service levels given technology trends.
• Interact with technical team to provide input, support, and analysis for software and hardware solutions and

specifications.

• Research, evaluate, and recommend new products and upgrades.
• Disassemble and reassemble computer hardware and peripherals using a variety of hand tools.
• Handle minuscule and delicate components when repairing equipment which requires precision placement and

removal.

• Remain current with frequent advances in the field of information technology.
• Plan, schedule, and monitor own work within short time horizons.
• Understand and use appropriate methods, tools, and applications to complete work tasks.
• Absorb technical information when it is presented systematically and apply it effectively.
• Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those

goals, while deriving satisfaction from the process of goal achievement and continuous improvement.

• Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
• Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of

a team to move the team toward the completion of goals.

• Apply and enforce department change control policies and procedures.

SUPERVISION:

• Provides functional guidance to others on an ongoing basis.

ASSETS:

The IT Analyst requires expert knowledge of end user software and hardware, including Windows, Apple, and Android. Extensive knowledge and experience with the Microsoft Office Suite in a physical, virtual and cloud environment. Experience with classroom AV, streaming technologies, video and sound editing, SharePoint applications, computer networking. Requires proven experience in a variety of end-user support scenarios. Technical support and computer system technologies and best practices framework certifications are an asset. This position will appeal to those who have excellent knowledge of industry standard best practices, outstanding interpersonal skills and the ability to work effectively as part of team projects or during independent activities. The successful candidate will be able to multi-task in a fast-paced environment and effectively manage competing priorities in a courteous and professional manner.

How To Apply

To apply for this job, please submit your application online.

Employment Equity Statement

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

• Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
• Faculty of Health Sciences HR Office at ext. 22207, or
• School of Graduate Studies at ext. 23679

to communicate accommodation needs.

Hybrid Work Language

To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.

Interview Experience

At McMaster University, we believe in a comprehensive and inclusive interview process. Our interview methods encompass a variety of approaches that allow our hiring teams to provide a flexible and accessible experience for engaging with our candidates. Throughout your recruitment process at McMaster, you may be requested to participate in a variety of formats, that may include in-person, virtual or recorded interviews. If you have any questions as you move through the hiring process, please reach out to talent@mcmaster.ca or the HR contact associated with your position of interest.