Reporting to the Security Manager, the User Support Analyst will provide support to Centre for Advanced Computing clients and resolve client operational issues. The User Support Analyst will regularly interact with clients and be responsible for maintaining client-facing software and systems, including installation, maintenance and documentation. This position involves independent decision-making, responsibility, personal initiative, technical proficiency as well as excellent customer interaction skills.
- Perform Tier I support for basic client issues, and escalate issues as required.
- Install, configure, and upgrade client software and packages.
- Provide consultation and technical support for client-facing Centre for Advanced Computing operation systems. Determine business requirements and translate to actionable work plans.
- Design and implement new applications and enhance existing applications from simple to complex for the Centre for Advanced Computing web site.
- Implement and maintain Centre for Advanced Computing security solutions.
- Assist in training and outreach events.
- Develop technical documents for program maintenance and non-technical documents for end-user support.
- Work with representatives from other areas when applications cross system boundaries to determine integration options and alternatives that meet everyone’s requirements.
- Maintain a high degree of technical knowledge in the use of computer operating systems, software applications, computer networking, and other aspects of information technology.
- Perform troubleshooting when and where required.
- Undertake other duties as required in support of the department.
- University degree and a minimum of 5 years of related experience.
- Demonstrated expertise in Unix environments and user centric approach.
- Experience in a research environment is essential.
- Criminal background check (CPIC) required.
- Consideration will be given to an equivalent combination of education and experience.
- Knowledge and experience with computing systems.
- Ability to learn new technologies and assess their usefulness for clients.
- An understanding of security and security risks involving Unix systems.
- Experience with load leveling/sharing software.
- Experience with Unix system scripting.
- Effective time management skills in order to handle a broad range of responsibilities and frequent interruptions.
- Very strong analytical and problem solving/troubleshooting skills in order to understand problems or assist in systems design/development.
- Interpersonal and communication skills (both verbal and written) in order to interact with both technical and non-technical staff and clients at all levels.
- Experience working in a client-service, team-based environment.
- Determine appropriate problem-solving procedures and decide how to best rectify the problem. Decide if a problem should be referred to others.
- Allocate time, prioritize tasks and determine work flow. Continually asses and adjust priorities and manage tasks in a fast-paced and demanding environment.
- Determine user needs and requirements.
- Manage access control procedures.
- Maintain the operation and integrity of user-focused systems.
- Determine when to take issues and decisions to senior staff and when to act independently.