PEA JOB DESCRIPTION

1. Position Identification
Position Number 990646, 990647, 990745, 990801, 990856, 990857, 991277, 992807,
992808, 992878, 993074, 993715, 994079, 994103, 994133, 994173,
994193, 994247, 994315, 994391, 994568, 999010, 999013, 999014,
999015, 999017
NOC/EEOG 2171/03
Position Title: Desktop Support Analyst
Department: University Systems
Reports to: Desktop Support Services Manager
Number of Direct/Indirect Reports Direct_____ Indirect_______
Classification Level SG 7
Last Updated March/2019

2. Position Summary

University Systems (http://www.uvic.ca/systems/) serves a diverse client base including students, faculty and world-
renowned researchers. We consist of three major units: Academic & Administrative Services, Infrastructure
Services, and UVic Online, all working together to provide computing, communications and technology in support of
the university's learning, teaching, research and administrative activities. We support high profile research projects
like VENUS, NEPTUNE and ATLAS and work as part of the BCNET consortium. We exist in a complex work
environment where we must effectively navigate complex, cutting edge and ever-changing technology, and
information security and privacy issues in order to be the best information systems organization in the Canadian
university system.

The Desktop Support Services team works closely with the Computer Help Desk and all other units in University
Systems to provide support for all services offered by University Systems as articulated in the University Systems
Service Catalogue; we facilitate the use of technology at the university and help to resolve any problems that users
may encounter.

Reporting to the Associate Director of the University Systems Desktop Support Services team, the Desktop Support
Analyst will be responsible for desktop computing support by providing advice and assistance in all aspects of
desktop computing to our clients in academic and administrative university departments. This includes providing
timely, accurate solutions to problems our clients encounter in using Microsoft Windows and Macintosh computing
technologies (laptop and desktop computers, mobile devices, printers and other peripherals) in their daily work. In
addition, responsibilities include participating in projects, providing one-on-one and small group training sessions,
keeping accurate and up to date technical documentation of the supported departments, and accurately
documenting requests for technical assistance and associated problem resolution.

Working with the Computer Help Desk and the Client Technologies Senior Technical Analysts, the Desktop Support
Analyst will be responsible for small projects and act as a project resource. This position will work within the
University Systems project management processes to implement new infrastructure, refresh desktop hardware,
produce required documentation, and plan regular maintenance of project deliverables.

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SYST Desktop Support Analyst
This position requires the ability to demonstrate diplomacy, tact and patience when working with faculty, students,
and staff who have varied levels of computer experience. The successful candidate will effectively manage a
significant number of concurrent issues while contending with frequent in-person, telephone and e-mail
interruptions.

Our normal business hours are 8:30 AM to 4:30 PM, while client-facing service entities may be open from 8:00 AM
to 11:00 PM; system maintenance may be performed off-hours and major issues are responded to on a 24/7 basis.
This position may be required to attend out of normal working hours.

3. Key Responsibilities and Expectations

Key Expectations:
Responsibilities.
% of time
Delivery of • Researches and solves problems reported by end-users including PC hardware, software,
Desktop smart phones, printers, and network connectivity
Support • Maintains departmental Microsoft Active Directory structure including computer objects,
Services 75% group policies and security groups
• Escalates when appropriate to subject matter experts in other areas or University Systems
• Maintains an inventory of all computing equipment in the supported department
• Gathers end-user hardware requirements and recommends appropriate standards developed
by the University Systems Technology Solutions Centre
• Continuously learns about emerging technologies in the areas of managed Windows and
Macintosh computing environments, Microsoft Office and enterprise collaboration
technologies
• Provide one-on-one and small group training on general computing related topics
Trouble • Tracks, prioritizes and responds to all incidents and service requests using in-house trouble
ticketing and ticketing systems
documentation • Tracks all time related to the resolution of an incident or service request in trouble ticketing
15% systems
• Tracks problem resolution details in trouble ticketing systems
• Develops and maintains departmental specific documentation as it relates to desktop
support in support of knowledge sharing and learning
• Documents the use and maintenance of new and existing infrastructure and software specific
to supported departments
• Develops and maintains project documentation in accordance with the University Systems
Project Management Process
Project and • Identify projects pertaining to clients supported by Desktop Support Services that are
other related required and develop project proposals/plans
activities 10% • Creates necessary project documentation for the planning, execution, and completion of
projects
• Organize project resources to complete project work
• Oversee project tasks and provide regular updates to project team and stakeholders
• Document, monitor and ensure deliverables can be successfully maintained and used by the
campus
• Acts as a technical resource and subject matter expert on a wide range of projects

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SYST Desktop Support Analyst
4. Classification Factors:
Problem-Solving:
• Requires analysis of varying problems as well as judgment in the identification of solutions, which are not
always easily found. Solutions are generally guided by procedures, policies and precedents. Investigation is
sometimes required to modify methods and procedures.
• If there is an interruption or degradation of the end-users computing environment, this position must be
able to determine the cause and take corrective action. Cause and resolution may be unclear. Must be able
to act effectively under pressure and contribute or directly diagnose and correct problems.
• Gathers and analyses client requirements and makes recommendations on computer hardware purchases
based on University identified standards.
• In the event that solutions to problems cannot be found, escalates to senior technical resources in Desktop
Support Services, the Computer Help Desk, Client Technologies or other subject matter experts in
University Systems.

Responsibility for Financial & Material resources:

• Provides recommendations on purchasing decisions for end-user hardware and software.
• Shared responsibility for computing equipment on campus typically ranging up to $200K in value.
• Shared responsible for maintaining software patches and security of client data.
• Has no formal budget authority.

Responsibility for Human Resources:

• Receives supervision from the manager, Desktop Support Services
• Works within clearly defined practices, procedures and policies. Objectives/priorities are set by supervisors
to meet the needs of clients
• Work is checked or reviewed periodically for progress, adequacy and effectiveness. Guidance is readily
available and when there is difficulty meeting the workload, consultation with the supervisor is required.
• No formal supervisory responsibilities. May participate in job competition selection committees
• Provides technical guidance and mentoring to other less experienced co-workers. As required and to other
staff on projects etc.

Impact of Decisions and Actions:

• Responsibility for delivery of Desktop Support Services to faculty and staff in academic and administrative
units at the university
• This position must be able to act efficiently under pressure and be able to quickly and accurately diagnose
and correct problems that our clients experience with their computing environment.

Independence:
• Makes independent research and analyses of varying problems as well as judgment in the identification of
solutions, which are not always easily found. Solutions are generally guided by procedures, policies and
precedents. However, investigation is sometimes required to modify methods and procedures and to
create new ones.
• Gathers and analyses client requirements and makes recommendations on computer hardware purchases
based on University identified standards.
• Determine and correct the cause of problems when end-user computing systems (hardware or software)
are interrupted, degraded or unstable. Solutions may involve following established procedures or
developing a unique procedure to fit the circumstance.

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SYST Desktop Support Analyst
5. Summary of Qualifications:
This position requires a Bachelor’s degree in a technical discipline such as computer science or engineering and
three years of experience performing the following functions:
• Resolving technical issues in a tier 1/2 technical support role;
• Managing technical projects;
• Providing training in a technical discipline.

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

Knowledge requirements include:

• Thorough knowledge of Microsoft Windows and Macintosh computing environments;
• Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed
desktop environment;
• Demonstrated knowledge of a large variety of software programs including Microsoft Exchange email and
calendaring, Microsoft Office and SharePoint, statistical, and database applications;
• Thorough knowledge of Ethernet networking techniques.

Competency requirements include:

• Excellent oral, written and technical communication skills including the ability to convey technical
information to our clients who range from novice to very experienced;
• Excellent interpersonal skills;
• Demonstrated ability to work both collaboratively in a team environment as well as independently;
• Demonstrated ability to work in an effective and organized manner in a complex and challenging
environment.
• Demonstrated diplomacy, tact and patience when working with faculty, and staff who have varied levels of
computer experience
• Demonstrated ability to and to effectively manage a significant number of concurrent issues while
contending with frequent in-person, telephone and e-mail interruptions

This position will embody the University Systems’ Values: Teamwork, Customer Satisfaction, Communication &
Information Sharing, Continuous Learning, Improvement Coaching and Mentoring, Balance Home and Work, and
Accountability.

Assets include:
• Experience working in a post-secondary education environment or comparable size/complex organization
• Relevant technical certifications such as (e.g. ITIL, PMP, HDI, A+, MCSE).

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SYST Desktop Support Analyst