Client Support Analyst

About us:

The Leslie Dan Faculty of Pharmacy at the University of Toronto is Canada’s top faculty of pharmacy and ranked among the top in the world. We bring together Canada’s leading scientists, researchers, and educators in the heart of Toronto’s innovation and health research ecosystem. We advance professional pharmacy practice and pharmaceutical science through world-leading education and research and are recognized worldwide for our outstanding scholarship, ingenuity, creativity, and impact.

Our faculty, students, staff, and alumni come together to create a vibrant, collaborative environment rich with possibilities. We are at the forefront of redefining pharmacy’s impact in health care and developing the capacity of pharmaceutical science to pinpoint better therapeutic targets, create new ways of building medications, and ensure medication use is safe and effective. We are committed to achieving inclusive excellence and fostering an environment where each member of our community can achieve their full potential.

Learn more:

Your opportunity:

The IT and Systems area at the Leslie Dan Faculty of Pharmacy (LDFP) plays a key role in supporting the Faculty’s academic mission. The LDFP IT and Systems team maintains the technology infrastructure vital to administrative staff, students, instructors, and researchers, and provides high-quality client and educational technology support services. Work in the LDFP IT and Systems area is varied and evolves alongside client needs and the ever-changing technology landscape. The IT and Systems team is a collaborative and resourceful group that at every turn prioritizes privacy and information security.

Reporting to the Manager, Information Technology, the Client Support Analyst plays a pivotal role as the first point of contact for the LDFP community’s IT needs. This includes responding to and triaging incidents submitted through a centralized ticketing system (ServiceNow) or walk-up inquiries / requests, as well as providing high-touch AV support when scheduled for higher stakes events (e.g., classes or meetings with remote attendees, receptions). This position will also have the opportunity to work independently and in collaboration with others on the team, to solve technical challenges and support end users in a vibrant work environment.

If you enjoy problem solving, working with people, providing a great client experience, and can work independently and in a team setting, we’d be delighted to have you join our team!

Please note that some after-hours work may be required from time to time.

Your responsibilities will include:

• Responding to end-user service requests
• Probing for information from end-users to identify problems and establish needs
• Liaising with technical specialists to resolve end-user issues
• Applying established standards when deploying software and hardware
• 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
• Setting-up and maintaining audio/visual systems

Essential Qualifications:

• Bachelor's Degree in Computer Science, Information Technology; or a related field or acceptable combination of equivalent education and experience
• Minimum three years of experience, including experience with frontline user support; hardware and software troubleshooting; adaptive software and network operations; mobile devices; audio-visual equipment used in classroom presentation systems
• Must have solid troubleshooting and analytical skills and diverse application experience including, but not limited to, email applications, Microsoft Office suite, Windows 7/8/10/11 and MacOS operating systems, web browsers, and a demonstrated ability to expand existing skillsets
• Demonstrated experience with end-point management including: installing, configuring, imaging, troubleshooting and repairing Windows and MacOS desktop computers and printers; managing Windows end-points at scale via Microsoft Intune and PowerShell
• Demonstrated experience with variety of AV equipment and support scenarios, including standard classroom presentation systems and enterprise videoconferencing systems (e.g., Teams Meeting Rooms); familiarity with event AV setup (e.g., digital displays and standalone sound systems) an asset
• Ability to work effectively with all levels of academic & administrative staff with a demonstrated ability to teach individuals and groups with varying degrees of technical knowledge in an effective manner
• Ability to learn continually on-the-job, and on own initiative, to keep current with rapid changes in systems, hardware, and user requirements
• Ability to work in an environment with frequent interruptions
• Excellent verbal and written skills, with the ability to communicate complex solutions to non-technical professionals both orally and in writing

Assets (Nonessential):

• Familiarity with event AV setup (e.g., digital displays and standalone sound systems)

To be successful in this role you will be:

• Courteous
• Organized
• Patient
• Problem solver
• Team player

Notes:

• There is a second vacancy for this position: . To be considered for both positions, candidates are to apply to both job postings. 
• Hours of work: Monday through Friday from 8:45 AM to 5:00 PM, with overtime on weekdays and occasional overtime on weekends. 

Closing Date: 08/26/2026, 11:59PM ET
Employee Group: USW 
Appointment Type : Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $67,916. with an annual step progression to a maximum of $86,855. 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.

Job descriptions are available upon request for internal applicants.