IT Support Analyst
Overview
Lakehead University is seeking a customer-focused and technically skilled IT Support Analyst to join the Technology Services Centre - Client Services team. In this role, you will provide frontline technical support to faculty, staff, students, and guests, helping ensure the reliable operation of the University's technology services and delivering an exceptional user experience.
As an IT Support Analyst, you will troubleshoot hardware, software, network, and audio/visual issues, support classroom and computer lab technology, assist with the setup and maintenance of technology for meetings and events, and provide responsive support through multiple service channels. You will play a key role in maintaining technology resources, resolving technical issues, and ensuring the University community has access to reliable, effective, and user-friendly technology services.
Responsibilities
- Provide frontline technical support to faculty, staff, students, and guests by diagnosing, troubleshooting, and resolving hardware, software, network, printing, and audio/visual technology issues.
- Deliver exceptional customer service through in-person, phone, email, and ticketing system support, ensuring timely resolution and escalation of technical issues when required.
- Install, configure, maintain, and support desktop computers, laptops, software applications, peripherals, and classroom technology across the University.
- Support the operation, maintenance, and troubleshooting of classroom, computer lab, conferencing, and audio/visual equipment to ensure reliable teaching and learning environments.
- Set up, monitor, and dismantle audio/visual and multimedia equipment for meetings, events, lectures, and special functions, both on and off campus.
- Record, prioritize, and manage service requests using the University's ticketing system, maintaining accurate documentation and follow-up.
- Assist with software deployments, system updates, hardware imaging, and routine maintenance to ensure technology resources remain secure and operational.
- Support print management services, technology accounts, software licensing, and related administrative processes.
- Provide guidance and training to users on University technology, promoting effective use of available tools and services.
- Collaborate with colleagues, vendors, and University departments to resolve complex technical issues and support technology-related projects and initiatives.
- Maintain current knowledge of emerging technologies, University systems, and industry best practices through ongoing professional development.
- Perform other related duties as assigned.
Qualifications
- A post-secondary degree or diploma in Information Technology, Computer Science, or a related field.
- A minimum of two (2) years of experience providing technical support in an IT, helpdesk, desktop support, or audio/visual support environment.
- Experience in troubleshooting and supporting computer hardware, software, operating systems, peripherals, classroom technology, and audio/visual equipment.
- Strong knowledge of Windows operating systems, desktop applications, and common IT hardware and software.
- Excellent customer service, interpersonal, and communication skills, with the ability to explain technical concepts to users with varying levels of technical knowledge.
- Strong analytical, troubleshooting, and problem-solving skills, with the ability to prioritize multiple tasks in a fast-paced environment.
- Experience using ticketing systems and documenting technical issues is considered an asset.
- Demonstrated ability to work both independently and collaboratively within a team environment.
- Strong organizational and time management skills, with a commitment to continuous learning and professional development.
- Ability to perform the physical requirements of the position, including lifting and moving technology equipment and working in classroom and event spaces as required.
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.