Client Support Analyst

• Responding to end-user IT service requests in a timely fashion, and following up with end- users on outstanding technical issues. Providing detailed explanation on computing procedures
• Applying established standards when resolving routine and documented end-user issues and introducing variations to established practices to resolve end-users issues. Serving as a technical resource on hardware and software related issues
• Applying established standards when deploying software and hardware
• Probing for information from end-users to identify problems and establish needs
• Troubleshooting and providing support for peripheral set-up and maintenance
• Testing and analyzing new and upgraded software and/or hardware
• Creating and editing support documentation
• Training end-users on procedures and the use of supported IT systems

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum three (3) years of recent and related experience in a computing support role with in- depth knowledge of a wide range of computer software and hardware, with extensive experience in maintaining and using Macintosh, PC hardware, and associated peripheral equipment (printers, scanners, photocopiers, all-in-one devices).
• Experience working with clients with various levels of IT expertise, with high customer service standards.
• Experience with creating high quality, ongoing, knowledge documents.
• Experience with network troubleshooting tools.
• Experience with training staff and/or clients on the use of new tools, software, and hardware.
• Relevant and practical experience with supporting a wide range of operating systems(Windows, LINUX, UNIX, MAC OS, Android, iOS) and mobile devices (tablets and smartphones).
• Strong working knowledge and experience working with LDAP Directory Service and MS Office, including Microsoft 365.
• Experience with network systems such as the client-server model, client network configuration, and the role of switches, routers, access points, security and firewalls.
• Excellent customer service skills with superb active listening skills and the ability to gain customer confidence and trust.
• Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge.
• Excellent problem solving skills.
• Excellent administration skills, demonstrating attention to detail and the ability to prioritize.
• Excellent ability to offer proactive feedback with focus on improving, not just resolving, incoming issues.
• Strong aptitude for learning and implementing sound IT Service Management practices.

To be successful in this role you will be:

• Accountable
• Approachable
• Communicator
• Organized
• Problem solver
• Team player

This role is currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline .

Closing Date: 05/28/2024, 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)

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.