IT Support Analyst
Overview
Lakehead University is seeking a client-focused and technically skilled IT Support Analyst to join the Technology Services Centre (TSC). Reporting to the Manager of Client Experience, the IT Support Analyst plays a key role in supporting the University community by delivering responsive technical assistance, maintaining classroom and computer lab technology, and ensuring the reliable operation of audio/visual and conferencing equipment across campus.
The successful candidate will serve as a primary point of contact for students, faculty, staff, and guests requiring technical support. This position requires strong troubleshooting abilities, excellent customer service skills, and the ability to adapt to a fast-paced and evolving technology environment.
Responsibilities
Technical Support & Troubleshooting
- Provide first-level technical support for hardware, software, classroom technology, printing, telephones, and network connectivity.
- Diagnose and resolve technical issues through in-person, telephone, email, and ticketing system support.
- Escalate complex issues appropriately while ensuring timely follow-up and resolution.
- Perform software installations, updates, imaging, and basic hardware maintenance across multiple platforms.
Classroom & Audio/Visual Support
- Maintain and support classroom, lab, and conference room technology and audio/visual systems.
- Set up, monitor, troubleshoot, and tear down A/V and streaming equipment for classes, meetings, and special events.
- Coordinate equipment purchasing, inventory tracking, and related documentation.
- Assist with the design and functionality of instructional technology spaces.
Client Service & Communication
- Deliver professional, responsive, and user-focused service to the University community.
- Provide guidance and instruction to users to help prevent recurring technical issues.
- Maintain accurate and detailed documentation within the ticketing system.
- Support event coordinators and departments with technology planning and equipment requirements.
Account & Operational Support
- Support print management systems, licensing, and secure access processes.
- Process technology-related financial transactions and maintain inventory supplies.
- Assist with software licensing, specialized applications, and secure key/access management.
Collaboration & Professional Development
- Work collaboratively within the Technology Services Centre team and with other University departments.
- Participate in ongoing professional development and technical training opportunities.
- Stay current with emerging technologies, University systems, and best practices.
Qualifications
- Post-secondary degree or diploma in Information Technology, Computer Science, or a related field.
- Minimum two (2) years of experience providing technical customer service or audio/visual support.
- Strong troubleshooting and problem-solving skills across software, hardware, and classroom technologies.
- Experience supporting Windows, macOS, and other computing platforms.
- Excellent interpersonal, communication, and customer service skills.
- Ability to manage competing priorities in a fast-paced environment.
- Demonstrated ability to work independently and collaboratively within a team setting.
- Experience with audio/visual systems, conferencing technologies, and ticketing systems is considered an asset.
Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities, and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. This is in accordance with Canadian immigration requirements.
Lakehead University has a goal to recruit and retain a diverse workforce as measured by increasing representation of underrepresented groups among applicants, candidates, and hires. Experience working with Indigenous or racialized communities, and/or members of other equity-deserving groups, is a strong asset. A lived experience or worked experience of any of these issues is preferred.
We appreciate your interest; Lakehead University is committed to supporting an accessible environment. Applicants requiring accommodation during the interview process should contact the Office of Human Resources at (807) 343-8010 ext. 8334 or human.resources@lakeheadu.ca to make appropriate arrangements.