Mandate

Reporting to the IT Support and Client Services (ITCS) Technical Team Lead, the Technical Analyst is responsible for providing technical support to the Faculty of Engineering and Computer Science. IT knowledge required includes but is not limited to enterprise networking; identity and access management; Windows, Mac, and Linux computer support; application packaging; deploying automated software updates; computer security configuration; software licensing; vulnerability management; enterprise print management; gathering reporting metrics on the performance of computers and software; scripting for Windows, Mac, and Linux systems; and leading medium sized IT projects in support of our clients.

Objectives

Provide comprehensive support and management for enterprise Windows, Macintosh, and Linux-based systems.

Software packaging and updates

Implement appropriate computer security controls Support for M365 applications, enterprise printing, file storage, and related services Researching and recommending computing device standards Support for complex software and hardware configuration for teaching, research, and administrative purposes. Identify solutions to solve complex technical problems or requirements identified by supported clients. Collaboration with faculty and researchers and ITCS team to tailor IT solutions to meet their requirements. Manages medium sized projects to deliver new or updated IT services. Works with other subject matter experts in University Systems to ensure all IT services are maintained following University Systems best practices, processes and Information Security Standards. Due to the critical, time-sensitive nature of the IT Support and Client Services portfolio, this position must be able to act effectively under pressure and be able to diagnose problems and direct their solution quickly and accurately.

This position may require you to work outside of normal working hours in an emergency or pre-scheduled basis.

Education

This position requires a level of education, training, and experience equivalent to an undergraduate degree in Computer Science, Engineering, IT, or other relevant discipline and a minimum of 3 years of experience including:

IT support experience providing support to clients

Experience operating and maintaining managed Windows, Macintosh, and Linux computers in and enterprise computing environment Experience resolving complex IT problems related to Windows, Mac, and Linux computers Experience supporting complex systems integrated with scientific equipment

An equivalent combination of education, training, and experience may be considered.

Knowledge, Skills, And Abilities Include

Commitment to valuing diversity and contributing to an inclusive and respectful working and learning environment Strong interpersonal and communication skills to effectively interact with diverse stakeholders Ability to gather and analyze technical requirements, develop solutions, and implement effective strategies to achieve desired outcomes Demonstrated administrative and organizational skills Ability to schedule and prioritize work to achieve stated goals on time Experience working with ITIL/ITSM best practices or other IT service management frameworks to deliver IT support that meets and exceeds key performance indicators Ability to collaborate, build and maintain positive relationships with diverse individuals and work effectively in a team environment Ability to stay current with industry trends and emerging technologies and understand their impacts on IT support Familiarity with engineering software and specialized equipment Experience working with software development workflows and tooling

Assets Or Preferences

Familiarity with networking protocols and technologies (DNS, DHCP, Routing, Firewalling) Knowledge of programming and scripting languages (Bash, HTML, PHP, PowerShell, Python) Experience with endpoint device management systems (SCCM, Intune, Jamf Pro) Experience administering Microsoft 365 environments (SharePoint, Exchange, Teams) Knowledge of version control systems (Git) Knowledge of SQL Knowledge of License managers (FlexLM) Knowledge of security frameworks (CIS/SANS, NIST) Experience building Linux software and RPMs for software deployment Experience with Python scientific libraries including Numpy and Pandas