SYSTEM SUPPORT ANALYST (PERMANENT FULL-TIME)
12 MONTH POSITION – 35.00 HOURS/WEEK
EFFECTIVE: IMMEDIATELY
HOURLY RATE OF PAY: $ 35.68 - $37.38 (Plus a competitive benefit package)
About the Limestone District School Board
The Limestone District School Board (LDSB) is situated on the traditional territories of the Anishinaabe and Haudenosaunee. We acknowledge their enduring presence on this land, as well as the presence of Métis, Inuit, and other First Nations from across Turtle Island. We honour their cultures and celebrate their commitment to this land.
The LDSB is the region's only fully inclusive school board. Limestone schools serve more than 20,500 students in 55 schools and five alternative education centres covering a geographic area of 7,719 square kilometres across the City of Kingston, the Townships of Central Frontenac, North Frontenac, South Frontenac, Addington Highlands, Loyalist, Stone Mills, the Frontenac Islands and the Town of Greater Napanee.
Position Overview
The System Support Analyst's role is to support the core functions of Information Technology Services and to support student achievement. The core functions include Information Security, Network Infrastructure, Corporate Applications Systems and Classroom Learning Technologies.
The System Support Analyst helps configure and update systems related to each of the core functions. The System Support Analyst will help in troubleshooting applications and software for all internal customers, both in the corporate and school environments. The System Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware. The System Support Analyst will help maintain a stable operation of the WAN, LAN, Wireless and other network devices. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime.
The System Support Analyst will also diagnose, resolve, and document hardware and software problems in a timely and accurate fashion and provide end user training and support where required. The System Support Analyst is also responsible for workflow systems and process analysis and solution development.
The System Support Analyst is responsible for self-directed, ongoing learning, and is responsible for continually making recommendations to management for improvement, ensuring the organization is well-positioned to evolve with the latest industry trends that make sense for the organization's goals.
Summary of Duties & Responsibilities
- Monitor computer networks, devices and services for security and capacity issues that may impact performance and end user experience.
- Investigate security breaches and other cyber security incidents using current tool (e.g.: Dark Trace, Sentinel, Kiwi Syslog) in addition to future tools the board may adapt in the future.
- Install security measures and operate software to protect systems, learning environment and information infrastructure including but not limited to VPN software, Endpoint protection and firewall programs.
- Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
- Document security breaches and assess the damage they cause.
- Work with other analyst team members to perform tests and uncover network vulnerabilities.
- Fix detected vulnerabilities to maintain a high-security standard.
- Stay current on IT security trends and news.
- Develop organization-wide best practices for IT security.
- Help colleagues install security software and understand information security management.
- Research security enhancements and make recommendations to management.
- Stay up to date on information technology trends and security standards.
- Support AD user account management via AD tools and Tools4Ever
- Support password management via AD tools and Tools4Ever
- Perform email investigations and retractions on Barracuda email firewall, Google and O365.
- Monitoring and configuring white and blacklisting rules on services (Microsoft, Google, and Barracuda)
- Monitor and analyze network performance across the organization's LANs, WANs, and wireless deployments.
- Ensure the stable operation and efficient performance of the Board networks.
- Install and configure all network hardware (routers, switches, UPSs, printers) across different sites.
- Inspect, maintain, and where necessary replace network cabling, voice/data jacks, and other network-related equipment.
- Maintain content filtering whitelists and blacklists.
- Perform on-site analyze, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.
- Recommend, schedule, and perform network improvements, upgrades, and repairs.
- Practice network asset management, including maintenance of network component inventory.
- Liaise with and provide training and support to technical support staff on network issues.
- Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
- Prepare and ensure accuracy of documentation, procedures manuals, and help sheets for network installations, including data, voice, and video systems.
- Collaborate with vendors and service providers to provide quotes for services and hardware.
- Perform system backups and recovery.
- Assist with server and security audits.
- Collaborate with others on the analyst team to assess and secure network and security breaches generated by security systems (e.g.: Microsoft Sentinel, Dark Trace, Email firewall and other services).
- Configure and maintain RADIUS server.
- Maintain, configure, and manage corporate firewall.
- Maintain security solutions, including firewall, vulnerability scanners and network monitoring such as Dark Trace, Nessus...etc.
- Assist in configuring and installing network devices such as network cameras and VoIP phones, printers.
- Utilizing endpoint management technologies such as Intune
- Ability to operate network component analyzers, scanners, and testers.
- Engage with users to evaluate business needs and develop requirements for system changes.
- Monitor and perform maintenance activities that ensure system health and uptime for critical business processes.
- Develop and plan technical components such as system architecture to support business needs.
- Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Conduct research into software application products and services in support of development and purchasing efforts.
- Evaluate, deploy, and provide support for the testing of new and existing software applications under development or consideration for purchase.
- Field incoming software and hardware incidents from end users through the ServiceDesk to resolve application and software issues within servers, databases, and other mission-critical systems.
- Document all pertinent information as it relates to software and hardware incidents in the ServiceDesk.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Perform hands-on fixes at the remote desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Analyze and develop, record, track, and document workflow processes.
- Communicate application problems and issues to key stakeholders, including management, end users, and supervisors.
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Maintain and enhance performance of all new and existing software and applications across the organization including instructional applications.
- Identify and learn appropriate software applications used and supported by the organization.
- Coordinate with schools and departments to assess application training needs and objectives.
- Participate in the design, development, and delivery of software applications training programs.
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
- Develop, maintain data analysis and ad-hoc reporting.
- Design, implement and support our service frameworks.
- Apply diagnostic utilities to aid in troubleshooting.
- Engage with users to evaluate business needs and develop requirements for system changes.
- Monitor and perform maintenance activities that ensure system health and uptime for critical business processes.
- Develop and plan technical components such as system architecture to support business needs.
- Demonstrates experience and commitment to EDI (Equity, Diversity, and Inclusion)
- Other related duties as assigned.
Required Education /Qualifications/Experience
- Post-secondary diploma in technology-related discipline or formal training and at least 3 years of equivalent, relevant experience
- Valid driver's license and access to a reliable vehicle
Skills and Knowledge Required
- Microsoft or Google System Administrator experience an asset.
- CompTIA Network+ or CCNA Certification or Equivalent Accredited Certification an asset
- Demonstrate sufficient knowledge or matching certification in administrating Wireless, SDWAN and LAN appliances
- Demonstrate sufficient knowledge or matching certification in administrating Network, Security servers and services.
- In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft 365 (Office, Teams, SharePoint …etc.) and Google Suite.
- Experience with Microsoft or similar Power Platform (Power automate, Power BI, Power apps...etc.) is an asset.
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques. Also, hands-on hardware troubleshooting experience.
- Able to develop and interpret technical documentation for training and end user procedures.
- Knowledge of trends in technology relating to software applications.
- Able to understand the organization's goals and objectives and how it relates to Information Technology.
- In-depth, hands-on knowledge of and experience with security-related infrastructure, analysis, policy development, endpoint device management and/or printing services and management
- Hands on experience in programming/scripting utilizing tools such as PowerShell.
- Experience with developing and leading training activities for staff.
- Understanding of Privacy and Security requirements for data held within the organization
Personal Attributes
- Ongoing Learner - Ability to absorb new ideas and concepts quickly.
- Highly self-motivated – Proactively addressing work and researching initiatives.
- Reliable and dependable - Able to effectively prioritize and execute tasks, and to meet strict timelines and maintain confidentiality
- Good analytical and problem-solving abilities.
- Ability to conduct research into software applications, as well as technical application issues and make recommendations to management
- Ability to present ideas in business-friendly and user-friendly language.
- Excellent active listening, communication, facilitation, and presentational skills.
- Experience working in a team-oriented, collaborative environment.
- Excellent analytical and problem-solving skills
- Ability to present ideas in business-friendly and user-friendly language
- Superior customer service orientation
How to Apply
If you are energized by a career where you will have the opportunity to work as a team supporting the school board's Information Technology department kindly follow the application process below. Packages must be submitted by 12:00 noon on Thursday , May 8, 2025 , through Apply to Education by uploading the following documents:
- A cover letter detailing your skills and why this will make you the ideal candidate for this position.
- A resume which clearly outlines your qualifications and experience in this area.
- Proof of qualifications uploaded on your Supporting documents page
Internationally trained professionals/applicants with equivalent international experience are encouraged and invited to apply.
Commitment to Diversity and Inclusion
Across LDSB, we are committed to removing systemic barriers not only in recruitment but in retention and promotion as well so that you can see yourself in Limestone. The LDSB is dedicated to promoting fair and equitable hiring practices that will move us forward in hiring staff who reflect the full diversity and lived experiences within the communities we serve.
We invite and welcome you, through your cover letter, to self-identify as someone who has lived experiences, and who can bring valuable, diverse knowledge and perspective to our district and the students and communities we serve.
Accommodation will be provided to applicants to enable equitable participation in the recruitment process. Applicants can request accommodation at any time during the recruitment process.
Applicants who are transgender may provide records in a different name than their current legal name or name of common usage. This will not prejudice prospective employees in any way, and such information will remain confidential.
The Kingston community promotes and supports the diversity that continues to grow within our communities. For more information about Kingston and/or the LDSB, including equitable recruitment, retention and promotion practices, please visit limestone.on.ca.
We thank you for your interest. Only those applicants who have been selected for an interview will be contacted and invited to participate in the interview process.
