Research Technology Support Analyst

As part of the Faculty of Medicine Digital Solutions Systems team, this position contributes to distributed research environments by supporting workstation computing, peripheral hardware, various operating systems including Windows, macOS, and multiple Linux distributions, and research-related network services across Faculty of Medicine locations.

Organizational Status
Reports to the Systems Manager or Team Lead within the Faculty of Medicine Digital Solutions. Works closely with other members of the Systems and Digital Solutions teams to assist, train, review, research, recommend and implement aspects of research technology systems and lifecycle. Interacts with research units and departmental partners.

Work Performed

Specific Duties:

• Maintains and troubleshoots the research technology computing environment, including both hardware and software used by research staff and researchers; exercises independent judgment to diagnose and resolve technical problems across both hardware and software used by research staff and researchers.

• Independently assesses, prioritizes, and resolves all service requests related to research technology environments utilizing established ticketing systems.

• Applies established institutional guidelines to deploy, configure, and adapt standard and research-specific software solutions to meet defined research requirements.

• Supports and maintains end user devices used in research environments, ensuring reliability, security and performance.

• Maintains an inventory of research computing devices (e.g., equipment, service contracts, warranty and maintenance agreements), applying established security and performance standards to support sensitive research data protection and continuity.

• Provides administration support for research-related network and systems infrastructure, exercising judgment within established procedures to resolve defined technical issues and determine appropriate solutions.

• Advises and consults with researchers and research staff on appropriate technology solutions, translating institutional IT and security requirements into practical guidance that meets defined research needs.

• Maintains current knowledge of research computing technologies and applies this knowledge to recommend and implement appropriate solutions within established institutional frameworks.

• Performs other tasks related to network and system administration as required.

Core Duties:

• Provides advice on information technology improvements, services, policies and procedures.

• Designs basic record and report formats.

• Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment.

• Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.

• Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.

• Deploys new hardware, software, networking and security updates.

• Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.

• Assists with the configuration and support of existing software applications using established standards and procedures.

• Prepares and maintains documentation in accordance with prescribed standards.

• Maintains appropriate professional development and up-to-date knowledge of current information technology techniques and tools.

• Performs other related duties as required.

Consequence of Error/Judgement
Decisions that could affect multiple users will be made in conjunction with the Team Lead or Manager. Errors in judgment or failure to follow established procedures may impact service delivery or research operations.

Supervision Received
Works under direction, within assigned area of responsibility in accordance with agreed objectives and work plan. Keeps Manager or Team Lead informed of the…