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Purpose:
The Technical Services Support Analyst role provides classroom, event, device, and application technical support for the Schulich School of Business.The Technical Services Support Analyst is responsible for the set-up, maintenance, and operation of audiovisual (A/V) equipment for classes, meetings, and events. The role also provides end-user device and application support on software, services, and related hardware. The Technical Services Support Analyst role is responsible for the assessment and analysis of client issues to provide timely resolution. The role ensures client satisfaction, eliminates downtime, and prevents cost overruns by applying discretion to effect timely solution to problems.
Education:
College diploma in a related field such as Technology, Computer Science, IT, Electronics, Digital Media, or Theatre Production or an equivalent of 2 years recent experience (defined as within the last three years) working at York University and performing the same or similar tasks. This education equivalency is in addition to the experiential requirements outlined below.
Experience:
Three (3) years related experience in a customer-facing role providing end-user support and customer service, with a proven ability to diagnose and resolve audiovisual / software / hardware problems and quickly find effective solutions for unexpected problems. Experience in an educational environment is preferred.
Skills:
- Ability to quickly and efficiently solve issues for which a documented solution may not exist.
- Excellent communication skills to effectively interact with both technical and non-technical users (written and oral).
- Able to write clear, concise procedural documentation.
- Strong presentation skills with demonstrated ability to conduct training sessions.
- Willingness and ability to work accurately and effectively under pressure of high volume.
- Excellent organization skills.
- Strong problem-solving skills.
- Ability to exercise tact and diplomacy.
- Ability to deal calmly and effectively with people.
- Ability to multi-task within an environment with frequent interruptions.
- Ability to show initiative.
Additional Knowledge Required:
- Knowledgeable and able to support and troubleshoot issues with desktops, laptops, mobile devices, operating systems, office productivity software, applications and emerging technologies used in the contemporary business environment.
- Knowledgeable and able to support and troubleshoot issues with audio equipment, video equipment, control processors and interface devices, networking equipment, and videoconferencing software.
Additional Notes:
This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.
If you are a current York University employee in the YUSA-1 bargaining unit and/or are using your job posting rights under the collective agreement to view and apply for jobs, you must apply through the Employee Career Portal – YU Hire to be considered an internal applicant.
As per Article 12.02(f) of the YUSA-1 Collective Agreement, to be considered an internal applicant, employees in the YUSA-1 bargaining unit must submit the application 5 working days following the first day of posting. This is referred to as the ‘Posted Date’ on the job posting. Please refer to the ‘Posting Intent’ on the job posting.
The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), Indigenous Peoples and persons of any gender identity and sexual orientation. York University is committed to a positive, supportive and inclusive environment.
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
York University employees must apply to jobs through the Employee Career Portal – YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
PLEASE NOTE: Applications must be received by 11:55 pm EST on the posted deadline date, if applicable.
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
York University employees must apply to jobs through the Employee Career Portal – YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
PLEASE NOTE: Applications must be received by 11:55 pm EST on the posted deadline date, if applicable.
