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Information Technology Specialist

Employer
University of Toronto
Location
Toronto, ON

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Job Details

Information Technology Specialist

Date Posted: 05/17/2022
Req ID: 24313
Faculty/Division: UofT Mississauga
Department: UTM: Info. & Inst. Tech. Services
Campus: University of Toronto Mississauga (UTM)
Position Number: 00036601

Description:

About us:

The university’s second largest division, U of T Mississauga has 17 academic departments and offers 156 programs in 92 areas of study. Home to approximately 15,000 students and over 1,000 faculty and staff, the campus houses the Mississauga Academy of Medicine, Centre for Medicinal Chemistry and Institute for Management and Innovation. With its distinctive interdisciplinary programs such as forensic sciences and biomedical communications, U of T Mississauga offers a broad array of continuing education programs and professional masters programs. Established in 1967, the campus features award-winning architecture, robust community partnerships and a dynamic student environment set amongst 225 acres along the Credit River in Mississauga.

Your opportunity:

I&ITS is a modern service delivery operation, processing tens of thousands of incident, change, and service requests annually, and is the primary support and a vital enabler of the teaching, learning, and research mission at UTM. As an Information Technology Specialist, you will join the Client Services portfolio responsible for the day-to-day end-point support for staff, faculty, and students employing a high level of customer service.

Under the general direction of the Manager, Client Services, the incumbent is responsible for all aspects of the ongoing operation, maintenance, support, and enhancement of the digital devices and productivity tools available and in use by our community. The scope of the support includes all end user devices such as desktops, laptops, tablets, smartphones, peripheral devices, VoIP phones, and all operating systems and applications associated with them. The incumbent troubleshoots and repairs various computer hardware, fields Service Desk calls on the Campus, manages support tickets, and prepares documentation as required. In addition, the incumbent acts as a resource person on the services offered by IITS.

Your responsibilities will include:

  • Responding to end-user service requests
  • Troubleshooting and resolving technical issues
  • Training end-users on procedures and the use of supported IT systems
  • Creating and editing support documentation
  • Responding to service requests in a timely fashion
  • Updating and maintaining service activities documentation
  • Keeping well-informed on current technologies, best practices and industry standards
  • Serving as a technical resource on hardware and software related issues

Essential Qualifications:

  • Bachelor's Degree in Computer Science or acceptable combination of equivalent experience.
  • Minimum three years in a heterogeneous Windows, macOS, and UNIX/Linux environment
  • Must have diverse application experience including, but not limited to, Microsoft 365 applications, email applications, Microsoft operating systems, web browsers and a demonstrated ability to expand existing skillset
  • Demonstrated experience with installing, configuring, troubleshooting, and repairing computers (PC, Mac, and Linux)
  • Demonstrated experience with installing, configuring, troubleshooting, and performing basic repairs of multi-function printers
  • Demonstrated experience with configuring and troubleshooting enterprise wireless and wired networks as it pertains to computers, printers, mobile devices, and end-point devices
  • Excellent knowledge of various digital tools, technologies, and software; excellent knowledge of application deployment and desktop management technologies such as InTune, SCCM, Parallels, RDP, and Apple Remote Desktop; installing, configuring and supporting software applications such as SPSS, SAS, Minitab, Mathlab, desktop publishing software, and Adobe products
  • Excellent knowledge of audio-visual and classroom technologies
  • Working knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, and DHCP in support of resolving issues with device end-points
  • Must have excellent troubleshooting and analytical skills
  • Demonstrated interpersonal skills under pressure
  • Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
  • Demonstrated ability to work within a ticket system to manage assigned work
  • Ability to effectively handle multiple issues, completing each in a timely manner
  • Ability to exercise good judgment, discretion, and tact
  • Ability to work effectively independently and as part of a team
  • Able to lift/move desktop and server computer equipment as well as network equipment. Ability to lift up to 25 kg from ground to waist level is required


Assets (Nonessential):

  • Experience with ITSM ticketing software
  • ITIL foundations level (or higher) certification
  • Familiarity with the University environment, governance, and policies


To be successful in this role you will be:

  • Adaptable
  • Communicator
  • Motivated self-learner
  • Problem solver
  • Resourceful
  • Self-directed

Closing Date: 05/26/2022, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $59,412 with an annual step progression to a maximum of $75,979. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Valerie Davis

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, person with disabilities, and other equity deserving groups are encourage to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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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].


Job Segment: Information Technology, Equity, Network, Developer, Telecom, Technology, Finance

Organization

Established in 1827, the University of Toronto is Canada's largest university, recognized as a global leader in research and teaching. U of T's distinguished faculty, institutional record of groundbreaking scholarship and wealth of innovative academic opportunities continually attract outstanding students and academics from around the world.

U of T is committed to providing a learning experience that benefits from both a scale almost unparalleled in North America and from the close-knit learning communities made possible through its college system and academic divisions. Located in and around Toronto, one of the world's most diverse regions, U of T's vibrant academic life is defined by a unique degree of cultural diversity in its learning community.The University is sustained environmentally by three green campuses, where renowned heritage buildings stand beside award-winning innovations in architectural design.

 

U of T is one of Canada’s Top 100 Employers.
U of T is one of Canada's Best Diversity Employers.

 

Are you looking for a challenging, meaningful career in a supportive and diverse environment?

Work where the world comes to think.

Work where the world comes to discover.

Work where the world comes to learn.

 

Opportunities exist for people from a wide range of backgrounds, ranging from recent graduates to experienced senior professionals.

We offer challenging work within an open environment that celebrates diversity in all its forms. Our focus is on creating a positive work environment that attracts and retains excellent employees through a combination of competitive compensation, favourable working conditions, opportunities for career growth and development and a unique organizational culture.

Employees have access to:

  • Excellent health and dental benefits;
  • On-site support for training and career development;
  • Flexible work arrangements;
  • Childcare subsidy;
  • Tuition waivers;
  • Scholarships and/or tuition waivers for dependants;
  • Generous paid time off;
  • Support on equity and diversity issues;
  • On-site child care;
  • University Pension Plan;
  • Subsidized athletic facility membership;
  • World-renowned libraries;
  • Confidential counselling services;
  • Parking and TTC Metropasses;
  • Employee and Family Assistance Plan;
  • Continued health benefits for pensioners.

 

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