IT Analyst

About Ivey Business School:

Ivey Business School acknowledges and respects the traditional lands of the Anishinaabek, Haudenosaunee, Lunaapéewak, and Attawandaron peoples, where Western University and Ivey Business School are located. This land continues to be home to diverse Indigenous peoples, whom we recognize as contemporary stewards of the land and vital contributors of the community.

Ivey Business School (www.ivey.ca) at Western University (www.uwo.ca) is Canada’s leading provider of real-world, case-based business education. Drawing on extensive research and business experience, Ivey’s faculty provides the best classroom experience, equipping students with the knowledge, skills, and capabilities they need to confidently take on today’s leadership challenges and opportunities through Case-Method Learning. Ivey offers undergraduate and graduate degree programs, as well as Executive Education at campuses in London, Toronto, and Hong Kong.

Ivey’s Information Technology department elevates the Ivey experience and builds organizational agility through exceptional IT and classroom technology services, while also providing innovative technology solutions.

Position Overview:

The IT Analyst is a troubleshooter extraordinaire with a client-centered approach to providing advice and support to Ivey Faculty, Staff, and Students on desktop and mobile computing. They are a member of a highly proficient team, collaborating across the school to ensure all stakeholders have the necessary means and support to successfully use Ivey’s network computing facilities. Known for demonstrating a professional and positive attitude, paired with a high degree of reliability and efficiency, they excel in an environment where each day is different. Dealing with everything from evaluating and troubleshooting hardware problems to performing research into technical issues, and maintaining the security of Ivey’s network resources to replacing, repairing, deploying, and updating laptops and hardware, they are a multitasking professional.

Responsibilities:

Tracking and resolving computing incidents 

• Determine the required course of action when resolving incidents (both issues and questions), providing expert advice and troubleshooting on technology, procedures, and standards.
• Provide professional customer service and maintain customer satisfaction by ensuring timely and efficient response, completion, and follow-up to all incidents.  
• Determine the best method of communication when assisting stakeholders to quickly and efficiently resolve incidents, including in-person, email, phone, social media, web, etc.
• Work with the Director, IT Systems and Support Services to prioritize unresolved issues.
• Engage 3rd party vendors in the process of incident management when necessary.
• Communicate technical information and instruction to a non-technical audience effectively, maintaining transparency throughout the incident management process.
• Proactively seek ways to improve the Ivey community experience through judicious and creative use of technology; recommend improvements to Director, IT Systems and Support Services. 

Accounts and permissions maintenance 

• Create accounts and manage permissions for various IT services accounts requiring secure access with a high level of quality and confidentiality
• Maintain the security and integrity of accounts.

Hardware support 

• Install, test, repair, refurbish, replace, and relocate desktops, laptops, printers, and other devices/peripherals efficiently and with a high degree of quality and service.

IT project support 

• Working with the Director, IT Systems and Support Services, implement and test solutions for various IT Projects, ensuring high quality standards are maintained; projects may include building software distributions, device driver packages, and deployment automation.  
• Determine necessary technologies, configurations, and parameters when developing solutions for IT Services projects.
• Represent the needs of stakeholders when discussing IT projects with other IT staff members.  

Resource creation and updates 

• Create and update documentation to reflect new software/services or changes to existing software/services, contributing to the growth and maintenance of the IT Knowledgebase (including web resources, social media, etc.).

Qualifications: 

Education & Experience

• A university degree or a college diploma in a related field, with a minimum of 2-3 years of relevant experience.
• A+ IT Technician Certification is required (or willingness to work towards completion within 3 months of hiring).
• Microsoft Azure/365 or Apple Certification is considered an asset.
• ITIL 4 Foundation Certification is considered an asset.

Skills & Abilities

• High degree of interpersonal skills and ability to effectively communicate, both written and verbal.
• Collaborative, with a proven ability to work in a team environment.
• Experience working independently, demonstrating strong organizational and planning skills.
• Proactively identifies solutions and opportunities for improvement through cost savings and/or increased efficiency.
• Proven customer service skills and the ability to work in a professional manner with all different types of customers; able to fully anticipate customer issues and understand varying viewpoints.
• Demonstrated ability to work efficiently and operate with a high degree of confidentiality on sensitive issues.
• Advanced knowledge of major operating systems, networking concepts, mobile devices, and related computing technologies. 
• Advanced troubleshooting abilities.
• Experience operating Audio/Visual devices such as projectors, cameras, interactive touch screens and other related technologies is considered an asset; Crestron Certification is an asset.
• Hours may vary depending on the needs of the business (including evenings and weekends).
• Work location may vary, requiring the ability to work from all Ivey London locations on an as needed basis. Occasional travel to support events outside of London may be required. 

What We Offer:

• A bright, inclusive, and modern eco-friendly working environment
• Flexible or hybrid work plans for many roles
• A collaborative and engaging work culture
• Opportunity to join a community of people-focused professionals
• Market competitive compensation with annual increases available 
• Generous benefits package with employer-paid premiums, including a comprehensive Health and Dental Plan, Health Care Spending Account, as well as short- and long-term disability programs
• Enhanced mental health benefits coverage and resources
• A generous group retirement savings plan with 7.5% employer contributions 
• Life and AD&D insurance for you and your family
• Out-of-country travel insurance
• Vacation starting at 15 days per year plus 2 paid Ivey Personal Days
• Paid time off during the School’s December holiday closure
• Numerous campus-wide arts, culture, and sport events
• Supports for professional development and career progression opportunities
• Employee Assistance Program with family coverage

Equity, Diversity, and Inclusion at Ivey

Ivey Business School is committed to Equity, Diversity, and Inclusion. Please explore Ivey’s EDI homepage for more information on Ivey's commitment to EDI, to read about Ivey’s progress in the EDI Update, and to meet Ivey’s EDI Advisory Council members.

Ivey Business School invites applications from all qualified individuals. Ivey is committed to employment equity and diversity in the workplace, and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodation
Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any accommodations in order to participate fully in our recruitment experience. Please contact us at hr@ivey.ca to notify us of any needs related to completing the job application, and/or throughout the recruitment process.

Application:

If you're excited about joining Canada's leading business school and meet the qualifications, please submit your resume and cover letter via the Ivey Careers page by the application deadline.


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