Telephony Analyst

This position is a part of the Non-Academic Staff Association (NASA).

This position has an end date of January 31, 2025.

Location – Work takes place at North Campus Edmonton, South Campus Edmonton, and Enterprise Square.

Working for the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Working for IST

Information Services and Technology (IST) is the central IT department for the UofA.

We support approximately 13,000 customers mainly at our North Campus location however we do have an office in Enterprise Square and a couple other remote locations but these generally have fixed resources. Our day to day ranges from deploying net new physical or soft phones from onboarding, troubleshooting connection issues, coordinating with site contacts for the replacement of existing equipment. All while maintaining a high level of customer service.

We are in the midst of a multiyear initiative to transform IT service delivery at the UofA. Change is the norm, and university culture is the focus.  As the “face” of IST, our team members are the ambassadors of our mission.

We’re excited you’re here – let’s get started.

Position 

Reporting to the Telephony project team, the Telephony Analyst represents Information Services and Technology (IST) as a skilled expert, delivering excellent service and troubleshooting technical issues to clients across the university campuses.

The position provides onsite deployment and support for faculty and staff. The Telephony team plays a key role in building relationships with our clients and driving innovation and collaboration with the University.

The role involves support and management of telephone hardware, configurations, and management of all back end components and systems.

Duties 

• Provides support and troubleshooting for all hardware and software-based telephony technology
• Effectively utilizes business tools within the ITSM Process framework
• Maintains security of aspects of the information systems and equipment e.g. encryption of devices
• Assists with the implementation of new or, changed IT services
• Works with other IST teams to collaboratively solve issues and/or implement new initiatives.
• Performs other related duties as necessary

Qualifications

• IT Technical diploma; equivalent combinations of education and experience may be considered.
• Technical certifications including A+, or equivalent experience.
• Experience with Google G-Suite and Office 365 is an asset.
• Two years’ experience in a complex environment with many systems providing technological solutions to enhance business practices Demonstrated analytical and diagnostic skills.
• Ability to manage multiple priorities.
• Excellent verbal and written communication skills, intuitive and empathetic listening skills and presentation skills.
• Innovative self-starter, with the ability to manage priorities and workloads under pressure Strong team player who can solve business issues and think “out of the box”.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.