Victoria Police Department

Support Analyst

Information Technology Solutions · Victoria, British Columbia

POSITION:  Support Analyst
DEPARTMENT / DIVISION / SECTION:  Police / Information Risk Management / Information Technology

Competition Number:  P12-24
Date of Issue:  September 6/2024          
Closing Date:  October 1/2024
Pay Group:  $52.95/hr - CUPE Pay Grade 16
Number of Positions:  1
Duration:  Regular Full-Time
Work Schedule:  Monday through Friday, 35 hours per week
To Apply:  All submissions shall be sent electronically by 4:30pm on the above closing date and should include all qualifications and experience relevant to the position. 

POSITION FUNCTION:
This position is ideal for IT professional who thrives on investigating and solving varied in complexity software and hardware related technical challenges and who prides themselves on providing timely and effective solutions.

KEY DUTIES:
Deliver exceptional service to clients from initiation of support incident through to completion and communicating effectively with clients throughout the process.
Troubleshoot hardware, software/applications, and network problems to isolate the cause and bring problem to a resolution.
Liaise with clients to determine business requirements, then recommend and deliver solutions that exceed client expectations.  Proactively identify areas of concern and provide recommendations.

Configure user accounts and perform general system administration to ensure access and security to appropriate network services and systems.

Assure that Best Practices, Standards IT policies and procedures are properly observed and maintained in a high-security environment.

Ensure the protection of Police business critical systems and information.

Support PRIME (Police Records Information Management Environment) and associated systems, liaising with Provincial and Federal service providers.

Accurately log and maintain service requests, asset records and documentation in accordance to policies and procedures.

Schedule and monitor work of consultants and vendors.

End user support for a network of 300+ users of varying levels of technical abilities.

Train end-users on systems and applications.

Ability to work on multiple jobs concurrently, prioritizing workload as well as discrete project work.

Perform related duties where qualified.

INDEPENDENCE:
Work is generated by requests for service, system requirements and annual objectives or is assigned by supervisor.
Work is reviewed upon completion.
Issues such as purchase of hardware and software of major expense and project scope are referred to supervisor with recommendations.

WORKING CONDITIONS:
Physical Effort:
Sit with arms unsupported while keyboarding. (often)
Lift and move medium weight computer equipment. (rare)
Mental Effort:
Periods of intense concentration while developing and implementing IT systems and solutions. (Often)
Meet multiple and conflicting priorities and deadlines. (frequent)
Visual/Auditory Effort:
Focus on a variety of technical source data, system configuration options and VDTs. (often)
Work Environment:
Office and computer room.  Computer room is relatively noise and support contacts are difficult to hear.

KEY SKILLS AND ABILITIES:
Microsoft Windows Client and Server Operating Systems.
Microsoft Technologies (AD, Exchange, Office365, SharePoint, etc.).
Virtualization experience (Hyper-V, VMWare or other hypervisors).
Understanding of network fundamentals (TPCIP, Routing, VLAN, etc.).
Understanding of server hardware and RAID systems.
Exceptional analytical and troubleshooting skills.
Extreme attention to detail and accuracy.
Good listening skills, memory and focus.
Positive and professional attitude.
Excellent interpersonal and communication skills.
Ability to work well independently and as part of a team.
Prioritization and time management skills.
Excellent oral and written communication skills.
Ability to be creative, innovative, and demonstrate a commitment to quality.
Occasional off-hours work to meet IT system demands.

QUALIFICATIONS:
Formal Education, Training and Occupational Certification:
Diploma in Computer Science or Microcomputer Technology. (2 years)
Driver’s License required.
Required to obtain security and criminal record clearance.
Required to sign attestation of confidentiality.
Experience:
4 years of related experience or an equivalent combination of education and experience.

OTHER:
May be requested to substitute in a more senior position.
Required to obtain security and criminal record clearance.
Required to sign attestation of confidentiality.
This is a CUPE Local 50 Position.

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