Technical Support Specialist

1 month ago

Toronto, Canada University of Toronto Full time

**Date Posted**:11/07/2024
**Req ID**: 40600
**Faculty/Division**: Temerty Faculty of Medicine
**Department**: MedIT
**Campus**: St. George (Downtown Toronto)
**Position Number**: 00038560

**Description**:
**About us**:
Home to over 40 departments and institutes, the University of Toronto's Temerty Faculty of Medicine lies at the heart of the Toronto Academic Health Science Network and is a global leader in ground-breaking research and education, spanning clinical medicine, basic science and the rehabilitation sciences sectors.

**Your opportunity**:
MedIT provides information technology support for the Temerty Faculty of Medicine. Our mission is to partner and collaborate with clients, University, and third parties to determine value based, sustainable technology solutions that enable the Faculty to achieve its academic mission.

As Technical Support Specialist, you will work closely with the Lead, Client Support Services to support our faculty’s infrastructure operations. You will be responsible for diagnostic, troubleshooting, testing, and resolving hardware/software issues for a wide range of operating systems (Windows, Mac, iOS, and Android). In addition to providing dedicated user support, you will conduct needs assessment, analyze the current end-user systems, and make recommendations for hardware/software upgrades. Your proven initiative and ability to work collaboratively in a team environment will be essential to our team’s success in providing technical support to our staff across the faculty.

**Your responsibilities will include**:

- Installs,configures, troubleshoots, and repairs network equipment, operating systems (OS) software, service releases, and OS security upgrades
- Informs the Technical Support Team Lead about computing issues, and makes recommendation on possible preventative solutions
- Updating and maintaining service activities documentation and creating and editing support documentation

**Essential Qualifications**:

- Bachelor's Degree or acceptable combination of equivalent experience.
- Minimum three years of related experience in a computing support role, with in-depth knowledge of a wide range of computer software and hardware including Apple, PC hardware and associated peripheral equipment (printers, scanners, photocopiers, fax, all-in-one devices); including installing, configuring, troubleshooting and repairing as required
- Must demonstrate relevant and practical experience with supporting a wide range of operating systems (Windows, MAC OS, Android, iOS) and mobile devices (tablets and smartphones)
- Must have a strong working knowledge of Active Directory and MS Office and a good understanding of network connectivity and networking tools and concepts
- Experience training end users in different settings and developing training materials and reports
- Experience tracking and completing incoming requests through online ticketing system
- Must have proven, strong customer service experience
- Experience building and maintaining relationships with both internal and external stakeholders, including external vendors
- Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge
- Excellent customer service skills with very good active listening skills and the ability to gain customer confidence and trust
- Strong commitment to high quality service, professionalism, and teamwork
- Ability to communicate effectively with students, faculty, and other users of instructional technology software and vendors
- Excellent problem solving skills
- Very good administration skills, demonstrating attention to detail and diligence 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

**Assets (Nonessential)**:

- Access management, IT security, web maintenance, and advanced MS Office + Office 365 experience

**To be successful in this role you will be**:

- Approachable
- Communicator
- Possess a positive attitude
- Problem solver

**Please note**:

- This is a one (1) year term position.

**Closing Date**: 11/15/2024, 11:59PM ET
**Employee Group**: USW
**Appointment Type**: Budget - Term
**Schedule**: Full-Time
**Pay Scale Group & Hiring Zone**:
**Job Category**: Information Technology (IT)
**Recruiter**: Sharon Hung

**Lived Experience Statement

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