Computing Support Analyst

Job description

Computing Support Analyst

Date Posted: 02/09/2021
Req ID: 2401
Faculty/Division: UofT Scarborough
Department: UTSC:Info & Instructional Tech Services
Campus: University of Toronto Scarborough (UTSC)

About us:

The University of Toronto Scarborough is a place of energy, enthusiasm and passion. Our commitment to inclusive excellence attracts the brightest learners, scholars and employees from around the globe. Our success has been made possible by the opportunity given to us by our Indigenous hosts to operate on their territory, and we cherish our continuing partnerships with these communities. The University of Toronto Scarborough is an exciting campus with unlimitedpotential. Join us on our journey.

Information & Instructional Technology Services (IITS) provides the technological vision and leadership for the development and implementation of information systems, processes, and associated technology to support the University of Toronto Scarborough Campus' academic mission and administrative operation. IITS works closely with faculty, staff, and student groups to provide timely, top-quality service and technological solutions across the University of Toronto Scarborough community. Discover a campus filled with energy, culture and world changing ideas and facilities. A place where diversity fuels innovation.

Your opportunity:

Under general supervision of Manager, Client Services and as a member of the Helpdesk team, the Computing Support Analyst is primarily responsible for support of desktop machines, peripherals and mobile devices to staff and faculty. The incumbent provides first line of computer support fromInformation and Instructional Technology Services (IITS) to faculty and staff. The incumbent troubleshoots and repairs various computer and network hardware; fields Helpdesk calls on the Campus as required; manages support phone calls and e-mails; prepares documentation as required. In addition, the incumbent acts as a resource person on the information and services offered by IITS.

Your responsibilities will include:

  • Responding to end-user service requests
  • Applying established standards when resolving routine and documented end-user issues
  • Introducing variations to established practices to resolve end-user issues
  • Applying established standards when deploying software and hardware
  • Responding to service requests in a timely fashion
  • Following-up with end-users on outstanding technical issues
  • Providing detailed explanation on computing procedures
  • Serving as a technical resource on hardware and software related issues

Essential Qualifications:

  • Bachelor degree in computer science or a related field, or equivalent combination of education and experience
  • Minimum three years related experience in a similarsetting
  • In-depth knowledge of a wide range of computer software and hardware including Macintosh and Windows, peripheral equipment, mobile devices and network hardware
  • Demonstrated experience with Mac OS, Windows, Active Directory, iOS, Android, Office 365 applications, e-mail clients and Web browsers
  • Proven customer service experience
  • Strong commitment to high-quality service
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Strong time management and organizational skills
  • Ability to work as an effective member of a team
  • Ability to communicate effectively and patiently with both naive and sophisticated users
  • Demonstrated initiative and ability to learn new skills and work independently
  • Demonstrated flexibility, ability to adapt quickly in a constantly changing environment
  • Demonstrated ability to work in a high-pressure environment
  • Demonstrated tact and diplomacy in dealing with a diverse group of client departments
  • Applicants are also expected to show evidence of a commitment to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environment


Assets (Nonessential):

  • Familiarity with IT Service Management tools and processes, Kace and Teamviewer are definite plus


To be successful in this role you will be:

  • Accountable
  • Communicator
  • Motivated self-learner
  • Problem solver
  • Procedural
  • Team player


Notes: A copy of the full job description is available upon request from the UTSC HR Office

Closing Date: 02/22/2021, 11:59PM EDT
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $58,242 with an annual step progression to a maximum of $74,482. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

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All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement
The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.

Accessibility Statement
The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [email protected].
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.


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Job No:
Posted: 2/11/2021
Application Due: 2/24/2021
Work Type: Full Time
Salary: