Digital Workplace Specialist

3 months ago

Toronto, Canada University of Toronto Full time

**Date Posted**:10/18/2024
**Req ID**: 40227
**Faculty/Division**: Ofc of the Chief Information Officer
**Department**: Enterprise Apps & Solutions Integration
**Campus**: St. George (Downtown Toronto)
**Position Number**: 00052329

**Description**:
**About us**:
**Your opportunity**:
Supporting managed workstations and Microsoft 365 services, the Digital Workplace team provides the University of Toronto community with efficient support of their standard technology requirements, including machine installation, configuration, disposal, data storage, business continuity, software licensing and updates, virus and ransomware prevention and cleanup, mobile device management, AV support and business solution implementation.

Under the direction of the Manager, Digital Workplace Client Support Services, the incumbent provides end user technical support by: Responding to end user service requests; listening actively to clients with concerns; resolving routine and documented end user issues; responding to service requests in a timely fashion; verifying inventory of equipment; providing orientation to others on work procedures and practices.

Helping to organize migration groups, schedule moves from legacy systems to new offerings. Setup “pop-up” shops or be on-site to on-board faculty and staff. Create new O365. Troubleshoot password issues and password reset requests. Show end-users where to access new O365 features. You will be working directly with faculty members, senior administrative staff and the executive of the University. As well as working with our senior technical support group to escalate issues beyond your scope.

**Your responsibilities will include**:

- Responding to end-user service requests
- Probing for information from end-users to identify problems and establish needs
- Responding to service requests in a timely fashion
- Following-up with end-users on outstanding technical issues
- Providing detailed explanation on computing procedures
- Providing detailed information on available technologies
- Serving as a technical resource on hardware and software related issues
- Keeping well-informed on current technologies, best practices and industry standards

**Essential Qualifications**:

- Bachelors Degree, preferably in Computer Science, Mathematics or Engineering, or acceptable combination of equivalent experience
- Minimum two years front-line customer support for hardware and software; mobile devices, audio-visual equipment.
- Hands on experience supporting Windows 10/11, InTune, OS X, OS X Server, iOS, Android, Windows Mobile, Microsoft Office (Word, Excel, PowerPoint, Access, Outlook, Project, Visio) and Apple devices.
- Minimum 2 years troubling shooting virtual meeting platforms such as MS Teams and Zoom.
- Experience meeting enterprise service level agreements in a frontline client facing support role.
- The ability to work in a fast-paced environment where time sensitive matters must be resolved immediately to meet service level agreements.
- Excellent communications skills and customer service.

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

- Approachable
- Communicator
- Diplomatic
- Efficient
- Organized
- Problem solver
- Punctual
- Resourceful

**Closing Date**: 10/28/2024, 11:59PM ET
**Employee Group**: USW
**Appointment Type**: Budget - Continuing
**Schedule**: Full-Time
**Pay Scale Group & Hiring Zone**:
**Job Category**: Information Technology (IT)
**Recruiter**: Khristen Sivaramalingam

**Lived Experience Statement

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