Technical Support Specialist

2 weeks ago

Toronto, Canada Toronto Public Library Full time

The Technical Support Specialist's role is to ensure proper computer operations so that end users
can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively
resolving end user requests. Problem resolution may involve the use of diagnostics and help
request tracking tools, as well as require that the individual give hands-on help by travelling to
various branches.

**DUTIES**:
Field incoming service requests from end users via both telephone and work orders in a
courteous manner.

Document all pertinent end user identification information, including name, department,
contact information, and nature of problem or issue.

Build rapport and elicit problem details from service desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately

experienced technician.
Record, track, and document the service desk request problem-solving process, including

all successful and unsuccessful decisions made, and actions taken, through to the final
resolution.

Access software updates, drivers, knowledge bases, and frequently asked questions

resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the

organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software,

Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Travel to branches to do onsite repairs.
Develop knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position

**QUALIFICATIONS**:
Two-year college diploma in a related field or equivalent combination of education, training,
and experience: three (3) years’ desktop support, network support and client/server support
experience in a mid to large corporate environment.

Knowledge of basic computer hardware.
Experience with desktop operating systems including Windows and Mac OS
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning
skills.

Strong documentation skills.

**SALARY**:$ 52,907.40 per annum (2023 Rate)

**HOW TO APPLY**:
applicants and advise that only those selected for an interview will be contacted.

visible minorities, Indigenous people, persons with disabilities, and persons of any sexual
orientation or gender identity.

Upon request, accommodation will be provided for persons with disabilities through all stages of
the recruitment and selection process.

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