The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
December 14, 2026This is a 1 year term (leave replacement) position up to December 14, 2026.
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The Support Analyst I provides technical advice and support in the use, configuration and selection of software, hardware and network systems and various end user devices.
Works with academic, technical, instructional and user support personnel from academic, administrative and technical units to implement effective and sustainable learning environments and to advise and support instructors in the effective use of these environments.
May be required to work night shifts and/or shift rotations, provide after regular business hours support as necessary as well as respond to pager and/or cellular phone during regular business hours.
Organizational Status
LTIC is UBC’s Learning Technology Innovation Centre, mandated to catalyse and elevate
learning technology application, innovation, and inquiry at UBC. Under academic
leadership, LTIC is charged with meeting UBC’s needs for faculty and students in using and
transforming learning technology, including playing a pivotal role in the support of Artificial
Intelligence in research, development, and education, across the entirety of UBC.
Reports directly to the Manager, LT Hub Support.
Works closely with faculty members as well as technical instructional support staff in departments and Faculties, as well as with students.
Work Performed
Specific Duties:
Provides advice and supports course instructors to select and implement appropriate technology solutions and practices to meet pedagogical goals.
Undertakes course development in coordination with instructors and provides technical configuration of learning applications used in course delivery.
Oversees functional processes involved in course delivery; coordinates support provision with faculty units; and provides functional support and technical troubleshooting for instructors.
Provides functional support and technical troubleshooting for students undertaking online courses.
Develops and maintains help documentation and resources for instructors and students including maintaining resource websites.
Documents best practices, processes and resources around support delivery. Ensures that processes and practices are sustainable. Ensures that support provision and client relationships are well documented.
Acquires and maintains expert knowledge of the functional aspects of centrally supported learning technologies and a working knowledge of the technical architecture of these applications.
Works with and consults with other support analysts, functional specialists, instructional support staff and technical staff. Prioritizes work, coordinates work assigned and delegates and escalates work when appropriate.
Participates in technology upgrade and review processes including analyzing technology needs; researching emerging technologies and practices; conducting usage testing; and working with community members to implement campus-wide solutions.
Undertakes investigation into the feasibility of new course development and evaluates pilot deployments.
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.
Modifies and debugs existing software application modules using disciplined software development processes, quality standards and procedures.
Prepares and maintains documentation in accordance with prescribed standards.
Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
Performs other related duties as required.
Consequence of Error/Judgement
The decisions and actions taken by the Support Analyst I have a direct impact on the quality and effectiveness of UBC ’s learning technology ecosystem and course delivery services. Errors in judgment, poor analysis, ineffective solution implementation or failure to meet deadlines will adversely impact the university community, impacting tens of thousands of faculty, staff and students, reduce the quality of the teaching and learning experience, harm the reputation of the University and cost hundreds of thousands of dollars in lost productivity. In addition, it may harm the reputation of LTIC within the University and adversely affect its ability to carry out its mandate to partner with the faculties and instructors in providing quality learning environments and teaching provision.
Supervision Received
Reports to the Manager, LT Hub Support. Works independently in accordance with general instructions as to methods and procedures.
Supervision Given
May provide functional supervision to Support Analysts and student employees when appropriate.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
Preferred Qualifications
Degree in Computer Science preferred.
Experience working directly with faculty instructors, students and support staff.
Solid understanding of learning technologies and information technology-related products and services.
Technical proficiency in the effective configuration of web applications to meet business goals.
Understanding of basic web technologies (i.e. HTML, CSS, JS, etc.) and know when best to utilize them.
Must be thoroughly comfortable with using various computer platforms and devices (PC, Mac, tablets, smartphones etc.)
Ability to work under pressure and with fast changing priorities
Ability to handle multiple projects at a time while meeting deadlines
High degree to accuracy and attention to detail
Demonstrated service orientation
Understands and relates to the academic University environment
Ability to work both independently and in a team environment
Ability to communicate technical issues to non-technical audiences is essential
Ability to take initiative and to work with limited direction
Ability to be tolerant of uncertainty and ambiguity
Effective testing, problem-solving, troubleshooting and analytical skills
Excellent interpersonal skills and ability to exercise diplomacy, tact, and patience
Effective relationship, facilitation, planning and organizational skills
Well-developed oral and written communication skills
Ability to establish and maintain effective communications