Mount Allison acknowledges, honours, and respects that the land named Sackville, NB is part of the unceded territory of the Mi'kmaq People who are the historic inhabitants, custodians, and dwellers on the land where our University is built and confirms its commitment to strengthening relationships with all Indigenous people.

Position title: Helpdesk Analyst
Department: Computing Services
Type: Full-time continuing position
Opportunity type: Non-academic
Classification: MASA Grade 8
Salary range: $50,446 to $58,716 per annum
Supervisor's title: User Services Manager
Hours of work: 35
Posted date: August 1, 2025
Closing date: August 15, 2025

Position description

The Computing Services Helpdesk analyst is the first level point of contact for all IT-related technical support at Mount Allison University. The helpdesk Analyst provides front-line assistance for computer, networking, audio/visual, and phone related issues affecting students, faculty, staff and external clients. The Helpdesk functions as the central hub for reporting and resolving technical issues, ensuring consistent and efficient service delivery across the university community.

Position Responsibilities

• Provide technical support in person, by phone, and electronically, ensuring timely and professional responses to all service requests.
• Maintain high levels of customer satisfaction by addressing Helpdesk inquiries through approved channels with accuracy and efficiency.
• Diagnose and resolve issues related to hardware, software, networking, audio/visual systems, and telephone.
• Assess A/V and phone support requests, determine user needs, and recommend appropriate solutions.
• Conduct research using available resources to resolve technical questions and provide informed guidance to users.
• Advise users on appropriate actions and escalate urgent issues as necessary.
• Log all Helpdesk phone interactions and maintain accurate records.
• Collaborate with internal IT teams, external vendors, and support services to resolve complex technical problems.
• Administer Helpdesk software tools and utilities, including SolarWinds (Samanage).
• Manage the phone database, verify billing accuracy, and coordinate with service providers for phone system support.
• Set up and support mobile devices, including iPhones, iPads, and Android platforms.
• Oversee the A/V equipment loan program, including reservations, checkouts, and returns.
• Redirect unresolved issues to appropriate resources, monitor progress, and follow up with users to ensure resolution.
• Document solutions for internal reference and publish relevant content to the Computing Services website.
• Stay current with system updates, changes, and emerging technologies.
• Communicate system issues, updates, and planned service interruptions to the campus community.
• Assign and monitor work orders for students and Computing Services Department (CSD) staff, ensuring timely completion.
• Assist the User Services Manager in training and supervising Helpdesk Advisors and A/V student staff, providing second-level support as needed.
• Recommend and implement improvements to SolarWinds (Samanage) workflows and ensure asset records are up to date.
• Collaborate with other departments to optimize SolarWinds (Samanage) functionality to meet their needs.
• Create user documentation and deliver training for XIBO Digital Signage.
• Manage assigned projects using project management methodologies.
• Ability to collaborate closely with internal IT staff, academic departments, administrative offices, and external vendors to resolve complex technical issues and implement effective solutions.
• Perform other related duties as assigned.

Qualifications/skills

• Two (2) years Post Secondary education, and two to three years of on-the-job work experience, or an equivalent combination.
• Extensive experience with Windows and macOS operating systems, along with advanced proficiency in email platforms, web browsers, and office productivity tools.
• Strong working knowledge of the Microsoft Admin Center and its administrative functions.
• Familiarity with ITIL principles for IT service management.
• In-depth understanding of computer and Cyber security principles, including malware prevention, phishing awareness, and password protection.
• Knowledge of networking concepts such as wireless connectivity.
• Advanced expertise in Microsoft 365 applications, including Teams, SharePoint, and OneDrive.
• Exceptional oral and written communication skills, complemented by strong active listening abilities.
• Demonstrated ability to quickly learn and implement new applications, tools, and procedures.
• Skilled in problem analysis, solution identification, and risk assessment.
• Proven experience in task planning, organization, and execution.
• High attention to detail, with strong stress tolerance, patience, customer service orientation, and typing proficiency.
• Capable of working independently and collaboratively within team environments.
• Experience with Ellucian Colleague is a plus.

If you are interested in the challenges and opportunities that this position has to offer, please forward your application to: People and Culture Department, e-mail: [email protected]. Review of applications will begin on August 15, 2025.

Mount Allison is committed to diversity and inclusiveness. We encourage applications from members of racialized communities, Indigenous persons, persons with disabilities, and persons of all sexual and gender identities. We seek candidates with qualifications and knowledge to contribute specifically to the further diversification of our campus community.

At Mount Allison, we are committed to ensuring your interview experience is as comfortable and accessible as possible. If you require any accommodations or adjustments during the interview process, please do not hesitate to inform us. Your needs are important to us, and our dedicated team is here to support you.

Visit our website at www.mta.ca/employment for other employment opportunities at Mount Allison University or to register to receive e-mail notification of new opportunities. We thank all applicants for their interest; however, only those selected for an interview will be contacted.