IT Support Specialist - Toronto, Canada - University of Toronto

University of Toronto

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Date Posted:06/08/2023

Req ID: 31846

Faculty/Division:
School of Management

Department:
Joseph L. Rotman School of Management

Campus:
St. George (Downtown Toronto)

Position Number:

Description:

About us:

The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada's commercial and financial capital.

Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose:
to create value for business and society.

We make a fundamental promise - Here's where it changes - to our students, our partners and the broader community.

Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.

Your opportunity:

Information Technology Services is responsible for all computing hardware, operations, network infrastructure, and systems to support and enhance the School's core mission.

Rotman students, faculty, and staff use up-to-date technologies to directly enhance learning, teaching, and research.

IT Services is divided into four functional groups: HelpDesk - Technical Support, Network Infrastructure, Systems Development, and Multimedia. All groups work together to deliver efficient, adaptable, and reliable IT services.

Your responsibilities will include:

Responding to enduser service requests via ServiceNow or phone in a timely manner
Liaising with technical specialists to resolve enduser issues
Responding to triaged enquiries within the defined scope of the role and redirecting to other technical areas of Rotman ITS as appropriate
Developing and editing standard operating procedures
Troubleshooting and providing support for peripheral setup and maintenance
Testing and analyzing new and upgraded software and/or hardware

Essential Qualifications:

Bachelor's Degree or acceptable combination of equivalent education and experience
Minimum three (3) years relevant and related experience in a client facing, technicallyoriented, computer support position, preferably in a large, networked environment
Working knowledge of a wide range of computer equipment and software, including PCs and MACs, smartdevices, printers, scanners, Ethernet interface cards, local area networking, Windows 7/10, MS Office, MS Office 365, diagnostic tools, antivirus/spam software, TCP/IP, and multimedia peripherals
Must have excellent written and oral communication skills; ability to explain technical concepts to a wide variety of nontechnical users both orally and in writing
Customer service focused; proven ability to deal with people in a tactful and effective manner
Exhibits good judgment and able to make decisions that may occasionally require interpretation of established policies
Ability to prioritize tasks, deal with high volume of client demands in a stressful, fastpaced environment
Proven analytical and problemsolving skills
Strong team player with a sense of urgency to respond quickly providing a high level of customer service
Ability to learn quickly from technical reference manuals and online help facilities
Dexterity with basic hand tools; ability to physically move and install equipment safely and efficiently
Shift work (evenings and weekends) and a flexible work schedule required

Assets (Nonessential):

Experience with ServiceNow
Experience with TeamViewer
Experience with creating scripts

To be successful in this role you will be:

Approachable
Communicator
Motivated selflearner
Organized
Problem solver
Team player

Closing Date: 06/18/2023, 11:59PM ET

Employee Group:

USW

Appointment Type:
Budget - Continuing

Schedule:
Full-Time

Pay Scale Group & Hiring Zone:

Job Category:
Information Technology (IT)

Recruiter:
Jen Salerno

**Lived Experience Statement