Information Technology Specialist

Date Posted: 03/19/2024
Req ID: 36599
Faculty/Division: UofT Scarborough
Department: UTSC:Info & Instructional Tech Services
Campus: University of Toronto Scarborough (UTSC)
Position Number: 00029549

Description:

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 unlimited potential. 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 TorontoScarborough community. Discover a campus filled with energy, culture and world changing ideas and facilities. A place where diversity fuels innovation.

This search aligns with the University’s commitment to strategically and proactively promote diversity among our community members (Statement on Equity, Diversity & Excellence ). Recognizing that Black, Indigenous, and other Racialized communities have experienced inequities that have developed historically and are ongoing, we strongly welcome and encourage candidates from those communities to apply.

Your opportunity:

Under general supervision of Manager, Client Services, the Information Technology Specialist is responsible for supporting end-user devices, classroom and lab computers and associated software applications. The incumbent sets up and installs computer and peripheral devices; troubleshoots software, hardware and connectivity issues; manages VoIP moves, changes and additions, maintains services records opened via various intake channels; prepares documentation and knowledge base articles as required. In addition, the incumbent will liaise with the UTSC community (students, staff, and faculty) on the support services offered by IITS.

Your responsibilities will include:

• Responding to service requests in a timely fashion
• Following-up with end-users on outstanding technical issues
• Troubleshooting routine hardware/software issues
• Introducing variations to established practices to resolve end-user issues
• Providing detailed explanation on computing procedures
• Creating and editing support documentation

Essential Qualifications:

• Bachelor Degree in computer science or a related field, or equivalent combination of education and experience.
• Minimum three years related experience in years in a heterogeneous Windows and Mac OS environment
• Must have diverse application experience including, but not limited to, standard Office 365 applications, e-mail applications, Microsoft operating systems, web browsers and a desire to expand existing skill sets
• 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 in installing, configuring, troubleshooting and repairing computers (PCs and MACs) and mobile devices, including setting up wireless access
• Knowledge of installing, configuring and supporting software applications.
• Experience in performing basic troubleshooting with multi-function printers
• Knowledge of network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with end-points
• Must have solid troubleshooting and analytical skills
• Proven customer service experience.
• Strong commitment to high-quality service.
• Excellent verbal and written communication skills.
• Ability to communicate effectively and patiently with both naive and sophisticated users.
• Strong analytical and problem-solving skills.
• Strong time management and organizational skills.
• Ability to work effectively independently and as part of a team
• Demonstrated initiative and ability to learn new skills and work independently.
• Demonstrated flexibility and ability to adapt quickly in a constantly changing high-pressure environment.
• Ability to exercise good judgment, discretion and tact.
• Must also 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 Service Now, ADDIGY, Kace and TeamViewer
• ITIL foundations level certification
• Familiarity with the University environment, governance, and policies

To be successful in this role you will be:

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

NOTE:

• A full job description is available upon request from the UTSC HR Office .

Closing Date: 03/28/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $65,407 with an annual step progression to a maximum of $83,646. 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: Kyla Kara Hewitt

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