Desktop Support Analyst

Job summary

The Desktop Support Analyst provides direct technical support to students, faculty, and staff while maintaining and troubleshooting desktop hardware and software. They are responsible for deploying systems across Linux, Windows, and macOS environments and developing user-facing technical documentation.

Job details

Who We Are Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do. The School of Computing Science, within the Faculty of Applied Sciences, is a research-intensive academic unit offering undergraduate and graduate education across multiple campuses. The School’s Technical Solutions team supports the computing systems, instructional and research laboratories, and specialized technology environments used by students, faculty, researchers, instructors and staff. Working collaboratively with colleagues across the School, Faculty and University, the team provides technical support, maintains reliable computing resources, and helps ensure technology effectively supports teaching, learning and research activities. About the Role The Desktop Support Analyst provides direct technical support to students, faculty, researchers and staff within the School of Computing Science. The School primarily uses Linux-based systems in its teaching and research laboratories, while also supporting Windows and Apple computers. The position is responsible for deploying, configuring, maintaining and troubleshooting managed desktop computers and software across multiple operating systems. Responsibilities include providing one-on-one technical assistance, developing and maintaining user-facing documentation, delivering training on departmental software, and supporting the effective operation of the School’s offices, teaching and research laboratories. The position works collaboratively with other technical teams to resolve issues and support teaching and research activities. Full Job Description Qualifications Two year diploma in Information Technology or related discipline, and two years related experience, or an equivalent combination of education, training, and experience. Good knowledge of multiple operating systems, including Linux (Ubuntu), Windows and macOS. Experience deploying, configuring and troubleshooting desktop hardware, software and complex third-party applications, including programming tools and development environments. Excellent customer service and interpersonal skills, with the ability to provide direct technical support to users with varying levels of technical expertise. Excellent written and verbal communication skills, including the ability to develop user-facing technical documentation and deliver training. Excellent analytical reasoning, organizational and problem-solving skills, with the ability to diagnose technical issues, prioritize competing demands and escalate complex incidents appropriately. What We Offer At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Administrative & Professional Staff Association (APSA): 4 weeks’ vacation (prorated for the first year)* Hybrid-work program for eligible positions Employer paid defined benefit pension plan On-campus tuition waiver for employees and their immediate family members* Off-campus tuition reimbursements and professional development funds* And more! View our benefits brochure *Prorated for part-time employees Additional Information Please include your cover letter and resume in one attachment. SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university. We are committed to facilitating accessibility within our application and interview processes. If you require any assistance or accommodations, please contact people_strategies@sfu.ca.

What you’ll do

The Desktop Support Analyst provides direct technical support to students, faculty, and staff while maintaining and troubleshooting desktop hardware and software. They are responsible for deploying systems across Linux, Windows, and macOS environments and developing user-facing technical documentation.

Requirements

Candidates must have a two-year diploma in Information Technology or a related discipline along with two years of relevant experience. Proficiency in Linux, Windows, and macOS, as well as strong analytical and customer service skills, is required.

Benefits

• Defined benefit pension plan
• Tuition waiver
• Tuition reimbursements
• Professional development funds
• Vacation

Listed skills

• Linux · Preferred
• Windows · Preferred
• Technical Documentation · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Linux
• Ubuntu
• Windows
• MacOS
• Desktop support
• Hardware troubleshooting
• Software configuration
• Technical documentation
• Customer service
• Analytical reasoning
• Problem-solving
• Interpersonal skills
• Communication skills
• Training delivery
• Technical Documentation
• Problem Solving
• Troubleshooting (Problem Solving)
• Technical Support
• Prioritization
• Innovation
• Information Technology
• Research
• Interpersonal Communications
• Customer Service
• Mac OS
• Operating Systems
• Programming Tools
• Verbal Communication Skills
• Analytical Thinking
• Teaching
• Technical Issues
• Technical Assistance
• Diversification (Investing)
• Ubuntu (Operating System)
• Desktop Support

Job areas

• Technology
• Education
• Customer Service & Support
• Administrative
• Desktop Support Analyst
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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