IT Support Technician (Full Time)

The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs.
The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacyof innovation and discovery that has changed the way we think about the world.
The Faculty’s Divisional IT team, Information and Instructional Technology (IIT) is a crucial source of support for teaching, research, and administrative operations. We are a high volume, collaborative, service focused team, supporting the day-to-day IT needs for numerous Faculty units and work with local, departmental IT teams as well as institutional IT partners to deliver and support technology initiatives which have included Microsoft 365 services including SharePoint, Multi Factor Authentication, Learning Management Engine and VoIP. Core functions include Infrastructure-Server/Networking & Data Centre, Client Services Teaching Technology and End User TechnologySupport, Product & Delivery Services and Applications & Development.
A crucial and valued team member, the IT Support Analyst provides prompt, courteous, and efficient service in a fast-paced and team-oriented environment. The incumbent responds to requests in a timely fashion, and follows up to ensure that outstanding technical issues are appropriately addressed.
Responding to routine end-user service requests in a timely fashion and following-up on outstanding items.
Documenting detailed explanations on computing support procedures applied to resolving end-user issues.
Applying established standards and adhering to risk and security protocols when deploying software and hardware and supporting clients.
Ongoing learning, support and maintenance of shared spaces including labs, teaching spaces and meeting rooms.
Contributing to projects and initiatives as assigned.
Staying current on all end user facing technologies and consistently improving technical and support skills.
College Diploma (2 years) in Computing Support, Networking, or an equivalent combination of education and experience.
Minimum two years of recent and related experience in a computing support role with knowledge of a wide range of technology and technical proficiency (computer software, hardware, telecom technologies, networking basics etc.)
IT Service Management “customer focused support” processes and ticketing systems (such as Service Now or equivalent); remote support tools (such as Bomgar).
Demonstratable experience with IT Request for Change (RFC)/Change Management processes in an operational environment.
Experience supporting significant IT rollouts and deployments, involving direct collaboration with IT teams and clients/end-users to ensure successful implementation and adoption.
Experience with Microsoft 365
Windows 7/10/11; Demonstrated experience delivering high-quality customer service, with strong active listening skills and a proven commitment to professionalism and service excellence in client interactions.
Excellent customer service and active listening skills, with strong commitments to provide high quality service and professionalism.
Must be able to work a set schedule of alternating days/evenings/weekend shifts.

Assets (Nonessential):

Experience working within an IT department in post-secondary environment.
Experience with IT support in a large, complex multi-departmental division.
Experience providing support on audio visual/video conferencing equipment.
Experience creating IT process and/or support documentation.
Experience training IT team members.

This role is not 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.

Schedule: Full-Time
Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
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.