Closing Date: October 22, 2024 at 4:00 PM

College of Extended Learning

The College of Extended Learning (CEL) is the primary lifelong learning outreach vehicle for the University and carries critical community-building and revenue-generation functions. CEL is an educational entrepreneurial unit of UNB that contributes to the economic, social, and cultural life of the province by providing educational programs and services to a wide spectrum of learners within New Brunswick and beyond its borders. Four programming units and three core services units comprise CEL.

WHAT WE OFFER

Full-time | 1 Year Term | Fredericton | Hybrid

UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we are proud to support a hybrid work approach, which includes flexible hours and work-from-home options.

Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week

Additional Working Conditions:

Occasional requirement to work outside of regular hours to participate in after-hour service calls.

Salary Range: $50,642 - $65,835 per annum

YOUR FOCUS

Reporting to the Systems and Project Manager, The Client Support Analyst is the primary point of contact with customers (students, customers, staff and interested stakeholders) for day-to-day IT activities and acts as a resource to provide assistance technology consultation, support and maintenance. This position is crucial to reduce user complaints and to ensure they can access their online technology and systems.

Provide front-line IT support to all our customers: answering support calls and tickets, and assisting with technical issues the customer may be facing.
Provide troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products.
Diagnose customer technical issues, gather the necessary information, perform standard, preliminary research using all relevant available resources, and escalate complex issues to appropriate parties.
Document requests and track incidents through to resolution/escalation.
Provide timely follow-up and ensure problem resolution and closed tickets are adequately documented.
Communicate feedback and suggestions to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem investigations, determination, and recovery.
Provide instructor support for LMS and authentication services.
Update and/or create new MS Form applications, using tools such as Power Automate and PowerBI. CSS and JSN changes to web pages based on design and functionality needed.
Install, test and configure new workstations, peripheral equipment and software
Perform application installation/upgrade and coordinate hardware repairs.
Develop instructional documents and perform timely workstation relocations as required.
Monitor resources and prioritize activities to ensure application/technology availability.
Identify, resolve, escalate, and communicate service delivery issues and/or complaints.
Other duties as assigned.

WHAT YOU BRING

Post Secondary education in Computer Science, Information technology or a related field.
A minimum of two (2) years of experience in an IT support role providing support for end-users in a fast-paced, business environment.
Experience troubleshooting Windows, Macintosh and Linux operating systems.
An equivalent combination of education and experience will be considered.

Additional Strengths

Experience with Microsoft products such as MS Forms, PowerBI, Power Automate, SharePoint, along with web languages CSS and JSN. Experience working with learning management systems or equivalent experience (D2L preferred). Experience designing/delivering focused training sessions.
Excellent customer service skills when dealing with technical and non-technical staff at all levels; excellent verbal, written and interpersonal communication skills.
Analytical thinker with the ability to interpret user needs.
Organized, versatile, and possess strong administrative skills.
Ability to independently learn new technologies.

WHY CHOOSE UNB?

UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.

PROFESSIONAL & TECHNICAL STAFF UNION (PTSU)

This position is part of the PSAC, Local 60551 employee group and falls under the PTSU Collective Agreement.

COMMITMENT TO EQUITY, DIVERSITY & INCLUSION

The University of New Brunswick and PSAC/PTSU Local 60551 are committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.

We thank all who apply; however, only those selected for an interview will be contacted.

University of New Brunswick

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Client Support Analyst