About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. A student-focused undergraduate university built on teaching excellence, Mount Royal University is known for our top-caliber programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. Currently, more than 15,000 credit students choose from 14 bachelor degrees and 38 majors. Learn more at mru.ca/AcademicPlan.

Mount Royal University is situated on an ancient and storied land that is steeped in ceremony and history that, until recently, was occupied exclusively by people indigenous to this place. With gratitude and reciprocity, Mount Royal acknowledges the relationships to the land and all beings, and the songs, stories and teachings of the Siksika Nation, the Piikani Nation, the Kainai Nation, the Îethka Stoney Nakoda Nation (consisting of the Chiniki, Bearspaw and Goodstoney Nations), the people of the Tsuut’ina Nation, and the Métis. Learn more about MRU's Land Acknowledgement.

Mount Royal University is committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

About the Department of Information Technology Services

Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community.

• Solutions Delivery
• Technology & Client Services
• IT Infrastructure & Security
• ITS Projects

About the Role

The Technology Support Analyst, within the Campus Computing Support (CCS) team, is capable of coordinating with other IT Services hardware and applications groups to provide end user solutions, and is required to assume planning and implementation responsibility for their tasks. Under the direction of the Technical Client Services Manager, this is a senior level position supporting academic and administrative computing systems and is responsible for providing Tier III level support to all technology users.

Analysts must be self-motivated, able to constantly be learning and keeping current, and then pass that knowledge clearly and immediately to individuals with varying ranges of technical comprehension.

This is a full-time, limited term position ending on December 1 2025.

Responsibilities

SCCM Administration, senior technical resource, and project development and execution

• Assume a key role in providing expert level support to major areas of technical responsibility supported by the CCS team
• Commit extra research and problem resolution to their primary area of responsibility
• Assist the Technical Client Services Manager in developing and improving project criteria and processes
• Evaluate new software, hardware, and computing processes identified as beneficial to the university computing environment
• Engage in multiple projects, deployment plans, and more across multiple internal and external teams
• Attend team review meetings of all projects, raise any issues to technical team lead and escalate matters when appropriate
• Analyze data to understand issues and take corrective actions when needed, knowing when and how to escalate
• Act as a senior technical resource for cross functional teams to execute project deliverables
• Update support, operational, and technical procedures, and documentation
• Maintain the SCCM environment and ensure its ongoing health and viability for the underlying systems, as well as keeping a close eye on all those systems
• Develop and provide plans for SCCM improvements to operational efficiency
• Carry out updates and similar, utilizing patches and new builds where necessary to keep security and usability at its highest level
• Oversee the development of deployment packages and ongoing maintenance
• Keep accurate files and records of project status and activities

User Problem Resolution

• Clarify the nature of a problem through analysis and diagnosis of hardware and software
• Respond to communications in a timely and professional manner
• Provide solutions in the field or through remote workstation connectivity
• Must determine which IT Services team(s) may best provide a resolution to the problem when requiring additional service support beyond the scope of Campus Computing Services (CCS)
• Initiate both independent and team solutions
• Provide day to day desktop level support for all levels of students, faculty, and staff at Mount Royal for:
  • Operating System troubleshooting and maintenance
  • Software installation and production issues
  • Student classroom and computer lab maintenance and support

Learning / Teaching Material Preparation

• Constantly learn and maintain awareness of new or additional features of software and hardware within Campus Computing Support's areas of responsibility
• Responsible for the final form of their material through coordination with colleagues and training staff
• Develop installation and support documentation that may be utilized by other analysts in addition to new staff
• Acting as a crucial part of the Campus Computing Services team, they may on occasion be given considerable responsibility for tackling a new subject
• Awareness of relevant areas to study, how to study, and how to consolidate and disseminate that knowledge
• Confidently and clearly present technical information in public demonstrations and one on one tutorials, with an aim for maximum information retention

Qualifications

• Three or four year Bachelor degree or equivalent experience
• Over 8 years of experience, including:
  • Computer repair, software management, and network administration/management at the small business to corporate level
  • Working on numerous industry standard hardware platforms as well as worked with industry favored software applications
• Ability to work and think independently, be detail-oriented and organized
• Excellent communication and interpersonal skills are required to effectively and accurately communicate information
• Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Highly skilled with troubleshooting, quality checks, servicing abilities, and "outside the box" problem solving
• Ability to work both in a team environment and independently and deal with high service levels

What We Offer

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.

At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days, and a free membership in our fully equipped recreation centre.

Our campus offers the convenience of a medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, climbing, aquatics, sports and certifications for students, employees, and the public.

Salary: $70,841- $89,646 per annum

Closing Date: December 23, 2024

A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).