What are the responsibilities and job description for the L1 Service Support Analyst position at Queen's Student Alumni Association?
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Competition Number: J0225-0945
Position Title: L1 Service Support Analyst
Position Number (Final): 00131895
Employee Group: Support Staff - USW Local 2010
Job Category: Information Technology
Location: Kingston, Ontario, Canada
Salary: $50,578.00 - $61,680.00/Year
Grade: 06 Review Salary Information Here
Hours per Week: 35
Job Type: Term
Length of term: 1 year
Shift: 7 Monday - Friday
Number Of Positions: 1
Date Posted: March 14, 2025
Closing Date: March 30, 2025
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COVID 19 On-Campus Requirements
Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.
About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ community and others who reflect the diversity of Canadian society.
Come work with us!
Job Summary
A Brief Overview
Reporting to the Manager, Service Support Centre, the L1 Service Support Analyst, Information Technology Services (IT Services), is a key member of the Service Support Centre team, assisting faculty, students and staff within a triage-based support framework. This position provides initial user support for a variety of operating systems, desktop applications, and other technologies. This position locates and shares information to support users in resolving connectivity and application use issues. This position also investigates security issues, addresses locked accounts, and escalates problems for resolution.
The position is often challenging, yet rewarding, as you work both individually and as a cohesive team of Analysts to troubleshoot and resolve client facing issues. If you enjoy an environment where no two days are alike, if you have extensive experience with complex technical issues associated with desktop support and a variety of applications, and if you excel at delivering customer service with empathy, enthusiasm, and a can-do attitude, consider applying for the L1 Service Support Analyst role. We look forward to hearing from you.
This position covers extended hours within our IT Support Centre and the incumbent needs to be available between the hours of 1:00pm to 9:00pm EST.
Job Description
What you will do
The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.
Are you interested in this job?
Competition Number: J0225-0945
Position Title: L1 Service Support Analyst
Position Number (Final): 00131895
Employee Group: Support Staff - USW Local 2010
Job Category: Information Technology
Location: Kingston, Ontario, Canada
Salary: $50,578.00 - $61,680.00/Year
Grade: 06 Review Salary Information Here
Hours per Week: 35
Job Type: Term
Length of term: 1 year
Shift: 7 Monday - Friday
Number Of Positions: 1
Date Posted: March 14, 2025
Closing Date: March 30, 2025
Share Facebook X Email LinkedIn
COVID 19 On-Campus Requirements
Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.
About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ community and others who reflect the diversity of Canadian society.
Come work with us!
Job Summary
A Brief Overview
Reporting to the Manager, Service Support Centre, the L1 Service Support Analyst, Information Technology Services (IT Services), is a key member of the Service Support Centre team, assisting faculty, students and staff within a triage-based support framework. This position provides initial user support for a variety of operating systems, desktop applications, and other technologies. This position locates and shares information to support users in resolving connectivity and application use issues. This position also investigates security issues, addresses locked accounts, and escalates problems for resolution.
The position is often challenging, yet rewarding, as you work both individually and as a cohesive team of Analysts to troubleshoot and resolve client facing issues. If you enjoy an environment where no two days are alike, if you have extensive experience with complex technical issues associated with desktop support and a variety of applications, and if you excel at delivering customer service with empathy, enthusiasm, and a can-do attitude, consider applying for the L1 Service Support Analyst role. We look forward to hearing from you.
This position covers extended hours within our IT Support Centre and the incumbent needs to be available between the hours of 1:00pm to 9:00pm EST.
Job Description
What you will do
- Provides initial user support for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies.
- Locates and shares information to support users in resolving connectivity and application use issues.
- Investigates security issues, addresses locked accounts, and escalates problems for resolution.
- Assists users with purchasing and setting up supported devices such as desktops, laptops, software peripherals and mobile devices.
- Provides suggestions on improvements to service offerings and support materials.
- Other duties as required in support of the department and/or unit.
- Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.
- More than 1 year and up to and including 2 years of experience.
- Consideration may be given to an equivalent combination of education and experience.
- Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
- Provide consultation and advice on non-straightforward and/or complex issues.
- Interaction with others typically requires interpersonal skills and the ability to understand and influence.
- Adapt messages to meet the needs of the intended audience.
- Build relationships, trust and credibility.
- Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
- Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
- Participate in project team meetings and develop individual project plans.
- Lead procedural or technological change within a unit.
- Identify new problems and seek information and input to fully understand the cause of problems.
- Identify opportunities to improve the effectiveness and efficiency of work processes.
- Draw logical conclusions and provides opinions and recommendations.
- Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.
- Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.
The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.
Are you interested in this job?
Salary : $50,578 - $61,680
