The Role:

The IT Support Analyst works with the IT team to support internal stakeholders (faculty, students and staff) with service excellence by solving IT issues. IT infrastructure includes onsite servers, local and remote support, printers, and various applications and services such as the Learning Management System ( LMS).

Highlight of Duties:

· Provide technical support for all supported hardware and software systems, including troubleshooting issues, via email, live chat, phone, or in-person as required.

· Provide support for staff and students for any LMS issues via email, live chat, phone, or in-person as required.

· Protect systems and information infrastructure, including firewalls and data encryption programs.

· Implement and maintain security controls, including defining access privileges.

· Determine security violations and inefficiencies by conducting periodic audits.

· Provide support for all network and infrastructure including system maintenance and integrity.

· Assist College faculty and administration staff with any IT related issues.

· Maintain servers’ updates, firewall updates and hardware upgrades.

· Ensure the design of the Moodle platform is user-friendly for international students, prioritizing both optimization and ease of use.

· Collaborate with faculty staff to receive feedback and implement improvements.

· Develop and maintain documentation.

Experience and Educational Requirements

· Relevant bachelor’s degree (MIS, BIS, Computer Science, Engineering) required or comparable work experience to demonstrate knowledge.

· 5+ years in an IT position, with preference given to education industry experience.

· Professional IT Certifications are considered an Asset.

· Previous working experience with Moodle (LMS) and knowledge on various plug-ins and seamless integration required.

· Previous working experience with supporting software including (Windows 10, Google Suite, Zoom) preferred.

· Previous working experience with IT Service Ticketing system required.

· Hands-on experience analyzing high volumes of logs, network data and other attack artifacts considered an asset.

Personal Qualities:

· Adept technical expertise and knowledge in IT support, networking, and security.

· Excellent troubleshooting skills with the ability to think critically.

· Exceptional customer service and communication skills.

· Strong cross-cultural communication which is both clear and effective.

· Self-motivated with the ability to work independently.

· Highly effective organizational skills, flexibility, dependability, and adaptability.

· High degree of time management skills and able to perform multiple tasks simultaneously while adhering to deadlines.

The values we hold at Alpha Collage are integrity, quality, diversity, respect, teamwork, and innovation. If these values connect with who you are, and you meet the qualifications for the role, we encourage you to apply.

Job Types: Full-time, Part-time
Part-time hours: 40 per week

Benefits:

Casual dress
Company events
Flexible schedule

Schedule:

8 hour shift
Monday to Friday
Weekends as needed

Ability to commute/relocate:

Scarborough, ON M1V 4Y3: reliably commute or plan to relocate before starting work (required)

Application question(s):

Please outline your IT experience.

Education:

Bachelor's Degree (required)

Experience:

IT support: 5 years (required)
Cybersecurity: 3 years (preferred)

Language:

English (required)

Licence/Certification:

CompTIA A+ (preferred)
CompTIA Security+ (preferred)
CompTIA Network+ (preferred)

Work Location: In person

Alpha College of Business and Technology

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IT Support Analyst