Guiding principle: "Midpoint" of the hiring salary range means the individual possesses full job knowledge, qualifications and experience.
The Systems Administrator I consults with users and analyzes their systems hardware and software problems, and contributes to the design, provisioning and configuration of systems based on user needs. As part of a team of Systems Administrators this position provides support and planning for Desktops, Virtual Desktops, Encryption, Mac's, Linux, management tools and other technologies.
Reports to the Manager and/or Lead, Desktop Services. Works independently and jointly within the Desktop Services team. Collaborates with management and staff from all sections of Information Technology, other administrative and academic offices, and faculty to coordinate application support. Interacts directly with other University technology professionals.
Specific Duties: - Contributes and provides input on the analysis and review of functional requirements, system features, integration requirements, security requirements, and scalability and performance requirements. Reviews implementation options, discusses approach and recommendations with systems staff and users, and provides input to technology recommendations for new and changing systems requirements. - Contributes to the ongoing planning and analysis of systems enhancements in support of current or new enterprise services. Collaborates with peers/team members to identify, analyze, recommend and implement appropriate system enhancements that will improve existing information systems and improve business processes and productivity. - Builds and maintains good working relationships with other IT groups, teams, colleagues and peers. Builds and sustains good working relationships with customers and captures the customer's business needs. - Participates in end user committees as required on behalf of UBC IT. Maintains communication and develops relationships with the user community in order to develop a sound knowledge of their business and their priorities. Based on client feedback develops recommendations and presents options for improvements and efficiency. - Investigates and remains current with industry technology trends in the Desktop Services field such as: Antivirus, Encryption, Virtual technology, management suites, Hardware, software, - Provides Tier 2/3 operational support for production systems including troubleshooting system problem reports, resolving issues with production systems, defining operational support processes, patching systems and applications, documenting and reporting problems and providing end user support as required. - Develops expertise in the functionality of vendor product(s). Works directly with the vendor's technical support centre in order to resolve product issues. - Assists in the development of automation to improve processes, monitor servers, extract and convert data. - Reviews current support processes and methods of support delivery in order to provide technically accurate solutions to customers and to improve customer satisfaction. Brings recommendations for improvement to the Team Lead and/or the Manager. - Develops and maintains relevant documentation, including operational procedures and guides for customers, end-users, and application support teams. Assists with development of sound business continuity and disaster recovery plans for applications as part of the project delivery. - Performs data analysis in preparation for conversion and clean up. Develops and/or prepares conversion programs and procedures; assists with conversion functions. - Manage defined service suite, ensuring it meets service level agreement and operational metrics - Management of virtual desktop, print, encryption, mobile, firewall, and client facing infrastructure - Proactive communication with clients, their team members and other cross functional teams within IT - Develop, research and provide new services to enhance business operations - Contributes to the preparation of documentation and definition of system specific dependencies to assist in problem analysis including user and technical manuals for review by senior Systems Analysts. - Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms Core Duties: - Consults with clients on present or proposed business procedures, problems, and requirements in order to define systems needs and streamline system work flow. - Supports the monitoring and analysis of systems issues and contributes to recommendations for all systems supported infrastructure as part of regular operations. - Contributes to the design, provisioning and configuration of systems. - Acts as a liaison between technical groups and stakeholders to coordinate the system's installation and ensure technical compatibility and satisfaction. - Contributes to the preparation of documentation and definition of system specific dependencies to assist in problem analysis including user and technical manuals for review by senior Systems Analysts. - Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms. - Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools. - Performs other related duties as required.
Works under the general direction of the Manager/Lead, Desktop Services, Information Technology and under the daily direction of a Team Lead, Systems Administrator or Project Manager as assigned. The Systems Administrator must be able to work independently as well as contribute actively and collaborate openly as a team member.
May mentor newly hired systems administrators and other resources within the group who assist with application support and maintenance.
Consequence of Error/Judgement
Information Technology plays a key role in enabling the University to achieve its goal of becoming one of the world's leading universities. The services supported by Information Technology require reliable application systems in order to provide critical functions that support all students, faculty and staff. These systems must be available on a 7x24 basis.Decisions and actions taken by the Support Analyst will have a direct impact on how efficiently and effectively the systems will perform and function. Errors in judgment, poor analysis, or failure to act decisively could have a detrimental effect on these systems. Unreliable systems or failure to meet contractual obligations for performance and availability will damage the reputation of Information Technology and UBC. This could adversely impact the University community, including the large majority of students, faculty and staff, and could cost hundreds of thousands of dollars in lost productivity, funding and revenue.
Undergraduate degree in a relevant discipline. Degree in Computer Science preferred. Microsoft, Vmware and other industry certification is preferred. Minimum of three years experience or the equivalent combination of education and experience. Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars, preferred. Experience supporting a variety of PC, LAN and other technical environments Demonstrated experience working with both technical and user personnel. Knowledge and ability to effectively use and troubleshoot PC's, Mac's, printers, Local Area Networks, virtual machines, encrypted devices, Active Directory deployment and management, and print server management. Knowledge of networks and software distribution tools. Knowledge of imaging and imaging lifecycle management. Knowledge of and experience with virtualized computing environments Ability to effectively manage multiple tasks and priorities and work under pressure to meet time sensitive and mission critical deadlines. Ability to take initiative and work with limited direction. Collaboration - Takes initiative to actively participate in team interactions. Without waiting to be asked, constructively expresses own point of view or concerns, even when it may be unpopular. Ensures that the limited time available for collaboration adds significant customer value and business results. Communication for Results - Converses with, and writes to, peers in ways that support transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action. Problem Solving - Investigates defined issues with uncertain cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required. Accountability - Checks assumptions about mutual expectations and clarifies standards of overall performance. Checks the scope of responsibilities of self and others. Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved. Information Systems Knowledge - Possesses a basic understanding of the strategy, structures, processes, and procedures of the enterprise in its relationship with the business and its activities. Troubleshoots in response to requests for technical support. Identifies problems and needs. Escalates problems to appropriate technical experts. Initiative - Volunteers to undertake tasks that stretch his or her capability. Identifies who can provide support and procures their input. Identifies problems and acts to prevent and solve them
. Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.