Technical Support Analyst, CLSA

Should the successful applicant be a Unifor Unit 1 bargaining unit member, who meets the eligibility conditions of Article 19.02 of the Unifor Unit 1 Collective Agreement, then the Limited Term Assignment will be defined as a Career Growth Opportunity in accordance with Article 19 of the Unifor Local 5555 Unit 1 Collective Agreement.

The Canadian Longitudinal Study on Aging (CLSA), located within the Department of Health Research Methods, Evidence, and Impact in the Faculty of Health Sciences, is currently welcoming applications for a Linux & Windows Technical Support Analyst to join our team! The successful candidate will utilize their systems support skills to administer a diverse, complex, and highly confidential participant management and research data collection infrastructure. In addition to supporting our Linux and Windows systems, the Technical Support Analyst will be responsible for collaboratively working with other CLSA IT team members as well as IT resources from other universities where our data collection sites are located.

The CLSA is a large, national, long-term study that will follow approximately 50,000 men and women who are between the ages of 45 and 85 when recruited, for at least 20 years. The CLSA collects information on the changing biological, medical, psychological, social, lifestyle, and economic aspects of people’s lives. These factors will be studied to understand how, individually and in combination, they impact both maintaining health and the development of disease and disability as people age.

Job Summary

The Technical Support Analyst provides Level II technical support with respect to software applications and hardware. Responsible for assisting Level I personnel solve basic 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.

Duties & Responsibilities

• 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.
• Provide technical expertise and functional support for software and hardware package implementations 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, and prioritize customer problems and complaints to ensure that inquiries are successfully 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-arounds.
• 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 testing team and provide technical input, support, and analysis for software and hardware 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.
• Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
• Understand and use appropriate methods, tools, and applications to complete work tasks.
• Demonstrate a rational and organized approach to work and identify development opportunities.
• 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.
• Follow service practices that meet customers’ and University needs.
• Interact with others in a way that gives them confidence in one’s intentions and those of the University.
• 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.
• Perform a range of varied work activities in a variety of structured environments.
• Successfully engage in multiple initiatives simultaneously.
• Apply and enforce department change control policies and procedures

Qualifications

• 3 year Community College diploma in Computer Technology or related field of study.
• Requires 3 years of relevant experience.

Assets

• Dell Hardware and Management Tools Experience: Workstations, Laptops and Servers
• Linux Administration
• Windows Administration
• VoIP Administration
• Mobile Device Management Administration
• macOS Experience

Additional Information

• Knowledge of Linux operating systems, storage environments, file systems, and network protocols.
• Detailed knowledge of Linux principles, file editing, commands, and file manipulation.
• Familiarity with Linux shell scripting.
• Knowledge of networking principles including routing, subnets, TCP, IP, VLANs, and UDP.
• Hypervisor and virtual machine management.
• Windows administration including Active Directory, Group Policy, DFS, MS SQL, Outlook, Terminal Server, and PowerShell.
• Strong documentation skills including the creation and maintenance of system, infrastructure, and process documentation.
• Triage service desk tickets to appropriate support personnel
• Self-motivated and able to work independently.
• Due to the 24x7 operations of the study, the candidate must be able to work a flexible work schedule, which may include nights, weekends, and holidays as needed

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

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