IT Helpdesk Technician (Remote)

Description:

UTemp is hiring!

UTemp is the University of Toronto's short-term staffing service. The UTemp team handles each project with a unique hands-on approach to ensure we find the best candidate for the job. We strive to create long-lasting and successful relationships by finding individuals with strong professional office skills and work ethic.
UTM 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.
The scope of IT support includes all end-user devices, classroom A/V, and associated software. The incumbent will respond to and categorize all ticket intakes sent to the UTM Service Desk, manage support phone calls and e-mails, and prepare and edit knowledge base articles as required. In addition, the incumbent will liaise with the UTM community (students, staff, and faculty) on the support and services offered by I&ITS.

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
Training end-users on procedures and the use of supported IT systems
Updating and maintaining service activities documentation
Troubleshooting networking connectivity issues for end-users

Essential Qualifications:

Bachelor's Degree in an IT or related program, or acceptable combination of equivalent experience.
Minimum three years in a heterogeneous Windows, Mac OS, and Unix/Linux 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 set.
Demonstrated experience in the following: installing, configuring, troubleshooting and repairing desktop computers (PCs and MACs) and mobile devices, including setting up wireless access
Knowledge of various personal digital tools, technologies and software; knowledge of application deployment and desktop management technologies such as 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
Knowledge of audio-visual and classroom technologies
Experience in performing basic troubleshooting with multi-function printers
Knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with device end-points
Must have solid troubleshooting and analytical skills
Demonstrated interpersonal skills under pressure
Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
Ability to work within a ticket system to manage assigned work
Ability to work in an environment with frequent interruptions
Ability to effectively handle multiple problems, completing each in a timely manner
Ability to exercise good judgment, discretion and tact
Ability to communicate effectively and accurately both orally and in writing, including the ability to communicate technical concepts to persons with limited technical backgrounds
Ability to work effectively independently and as part of a team

Start date: August 24, 2026
End date: October 23, 2026
Closing Date: 08/21/2026, 11:59PM ET
Employee Group: PM
Personnel Subarea: Casual Hourly
Appointment Type : Budget - Casual
Schedule: Monday to Friday 7:45am to 4:00pm
Pay Scale Group & Hiring Zone: $36.46/hour
Job Category: Information Technology (IT)