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SS0376

Information Technology

IT Services

Manager, IT Service Delivery

Campbell River(CR)

Internal Only Posting

Temporary

06/12/2023

03/31/2024

This is a full-time position (35 hours per week) that operates on an optional Compressed Work Week schedule with one earned day off during every three week period. Normal office hours are Monday to Friday though scheduled and unscheduled early morning, evening and weekend hours will be required in order to minimize service disruptions.

100

M (interim): $32.22 - $34.29

Reporting to the Manager, IT Service Delivery and working with minimal supervision using IT Service Management (ITSM) best practices, provides IT services in coordination with the other IT staff and areas to support the College’s operations. The Client Support Analyst is the first line of technical support for NIC’s students, faculty and staff on issues relating to NIC provided IT and education technology services. This position will provide in person, technology-based and telephone services to college constituents during defined hours and will travel to all campuses.

The Client Support Analyst is responsible for the support, installation, and maintenance of client devices (hardware, software and related equipment) at North Island College (NIC). The Client Support Analyst is also responsible for providing supplementary technical support of the College’s classroom technology (including Hyflex video-conferencing, multi-media projectors and classroom devices) as operationally necessary. The Client Support Analyst is aware of the Mission and Values of North Island College, incorporating and practicing the values in all aspects of the job.

1. Following ITSM best practice, manage Service Desk tickets and take appropriate action within specified timeframes and in order of independently determined priority as per guidelines defined by the Manager, IT Service Delivery.
2. Install, configure, test, maintain, monitor, troubleshoot and repair workstations, printers and related hardware and software to deliver required client device service levels throughout the local region and at designated Centres according to NIC procedures and guidelines. May include recommendation and preparation for off-site repairs.
3. Support college constituents (faculty, staff and students) in their use of IT services (operating systems, application software and hardware) and provide assessment of the requirement and suitability of hardware/software upgrades and the initiation of Purchase Requisitions in coordination with the Manager, IT Service Delivery.
4. Accurately coordinate and maintain client device/software inventory and tracking systems on a continuous basis for the College.
5. Manage and maintain centralized systems (SCCM, InTune etc.) to administer and support client devices.
6. Monitor and troubleshoot college networks (WAN, LAN, Wifi, VPN etc.), network services (network file services) and telephony systems reporting problems and collaborating with the Network Systems Analysts.
7. Provide first line support for College Enterprise Applications (ERP, EDM etc.) and educational systems and technology (LMS, online learning environments).
8. Initiate, monitor, troubleshoot and control video and audio sources during Hyflex teaching sessions originating throughout the College region.
9. Manage onboarding of new faculty and staff to IT services.
10. Support remote locations, which will involve travel and indirect communication and troubleshooting methods
11. Accurately document Service Desk tickets and related resolution activities.
12. Monitor and flag Helpdesk tickets for emerging trends and for College-Wide critical situations.
13. Maintain and further develop the NIC Service Desk documentation for college constituents (support articles, FAQs etc.).
14. Contribute to the creation and maintenance of standard documentation for installation and configuration procedures.
15. Supporting and encouraging NIC students in their use of NIC supported technologies, including assistive technologies.
16. Act as an advocate for student technology issues.
17. Develop, schedule and deliver student-focused group sessions on NIC educational technologies and services during Orientation, Fall/Winter semester startup and as needed/requested.
18. Provides peer support to other Client Support Analysts and team.
19. Research independently and contribute to the greater IT team on solutions to both local and College wide problems.
20. Work to constantly increase skill-level through reading and researching technical documentation, attending conferences and off-site training as required.
21. Observe and advise on local environments and when appropriate recommend alterations or alternative solutions to provide appropriate localized solutions.
22. Implement solutions on a proactive basis whenever possible.
23. Monitor the appropriate use of NIC computer resources.
24. Liaise with college employees, third-party support and vendors, in a professional and courteous manner with a focus on customer service.
25. Perform other related duties as requested by the Manager, IT Service Delivery.

1. Two-year diploma in Computer Science or related discipline.
2. Relevant industry certifications, such as MCDST, A+ or Network +.
3. A minimum of four years related experience or an equivalent combination of training and work experience.

1. Knowledge and experience working with current PC and Mac hardware and software environments.
2. Strong understanding of the operation of network computers in an Enterprise environment.
3. Excellent analytical, research and problem-solving abilities with attention to detail and under the constraints of deadlines.
4. Must possess excellent human relations skills, a strong customer service attitude and have the ability to effectively communicate complicated technical ideas in user-friendly language.
5. Self-motivated and directed and the ability to effectively prioritize and execute tasks in a high-pressure environment.
6. Demonstrated understanding of enterprise-grade computer management software such as Microsoft’s System Center Configuration Manager.
7. Strong understanding of audio video equipment and solutions.
8. Experience in using student-focused educational technologies including browser-based learning management systems, student portals and social media.
9. Ability to plan, implement and guide projects with a College-wide scope.
10. An understanding of the operation of network computers in an Enterprise environment.
11. Ability to move or carry equipment or materials according to WCB standards.
12. A valid Driver’s license is required and access to a vehicle may be required for travel.

Please scan copies of your transcripts into one document for attachment. If your transcripts are not available at the time of application, please attach a letter or certificate of confirmation from the educational institution.

06/05/2023

06/09/2023