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IT Analyst Full-time Job

6 months ago IT Manager Hamilton   108 views
Job Details

Reporting to the Manager of Information Technology for McMaster University - DeGroote School of Business, the IT Analyst provides support and expert knowledge on a range of hardware and software technologies at both the main campus in Hamilton and the Ron Joyce Centre in Burlington. 

Job Summary:

Provides Level I and II support with respect to software applications and hardware. Responsible for assisting to solve basic or intermediate 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.  Responsible for creating web content and other documentation such as FAQ, how-to tutorials, and issue knowledge bases.

Purpose and Key Functions:

    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.

    Triage incoming support tickets, providing initial support and/or forwarding to the appropriate team.

    Provide technical expertise and functional support for software and hardware package implementations to meet business requirements.

    Provide technical expertise and functional support for A/V and conferencing systems in classrooms, computer labs, and meeting rooms 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, prioritize and follow-up on customer issues to ensure that inquiries are satisfactorily 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-around.

    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 technical team to provide input, support, and analysis for software and hardware solutions and 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. 

    Understand and use appropriate methods, tools, and applications to complete work tasks. 

    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.

    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.

    Apply and enforce department change control policies and procedures.


    Provides functional guidance to others on an ongoing basis.


    3 year Community College diploma in Computer Technology or related field of study.

    Requires 3 years of relevant experience.


For Department use only.

The IT Analyst requires expert knowledge of end user software and hardware, including Windows, Apple, and Android.   Experience with the Microsoft Office Suite in a physical, virtual and cloud environment is required. Experience with system virtualization, classroom AV, streaming technologies, video and sound editing, SharePoint applications, and HTML/CSS coding is also required. 

Server technologies and best practices framework certifications are an asset.

This position will appeal to those who have excellent knowledge of industry standard best practices, outstanding interpersonal skills and the ability to work effectively as part of team projects or during independent activities.  The successful candidate will be able to multi-task in a fast-paced environment and effectively manage competing priorities in a courteous and professional manner. This position may require shift work or on call duties based on operational requirements.  All candidates chosen for interviews will undergo aptitude and skills related testing.

Company Description
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.
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 diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. The University seeks qualified candidates who share our commitment to equity, diversity and inclusion.