Customer support Jobs in Surrey, BC

Union/Affiliation: Administrative and Professional Staff (APSA)
Pay range: $69,102 to $82,420 annually SFU Department Descr: Computing Science
Position Grade: 7
# of openings: 1
Biweekly Hours: 72

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

The School of Computing Science, within the Faculty of Applied Sciences, is a research-intensive academic unit offering undergraduate and graduate education across multiple campuses. The School’s Technical Solutions team supports the computing systems, instructional and research laboratories, and specialized technology environments used by students, faculty, researchers, instructors and staff. Working collaboratively with colleagues across the School, Faculty and University, the team provides technical support, maintains reliable computing resources, and helps ensure technology effectively supports teaching, learning and research activities.

About the Role

The Desktop Support Analyst provides direct technical support to students, faculty, researchers and staff within the School of Computing Science. The School primarily uses Linux-based systems in its teaching and research laboratories, while also supporting Windows and Apple computers. The position is responsible for deploying, configuring, maintaining and troubleshooting managed desktop computers and software across multiple operating systems. Responsibilities include providing one-on-one technical assistance, developing and maintaining user-facing documentation, delivering training on departmental software, and supporting the effective operation of the School’s offices, teaching and research laboratories. The position works collaboratively with other technical teams to resolve issues and support teaching and research activities.

Qualifications

Two year diploma in Information Technology or related discipline, and two years related experience, or an equivalent combination of education, training, and experience.

• Good knowledge of multiple operating systems, including Linux (Ubuntu), Windows and macOS.
• Experience deploying, configuring and troubleshooting desktop hardware, software and complex third-party applications, including programming tools and development environments.
• Excellent customer service and interpersonal skills, with the ability to provide direct technical support to users with varying levels of technical expertise.
• Excellent written and verbal communication skills, including the ability to develop user-facing technical documentation and deliver training.
• Excellent analytical reasoning, organizational and problem-solving skills, with the ability to diagnose technical issues, prioritize competing demands and escalate complex incidents appropriately.
  

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Administrative & Professional Staff Association (APSA):

• 4 weeks’ vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefit pension plan
• On-campus tuition waiver for employees and their immediate family members*
• Off-campus tuition reimbursements and professional development funds*
• And more!

*Prorated for part-time employees

Additional Information