Information Technology Specialist

2 weeks ago

Mississauga, Canada University of Toronto Full time

**Date Posted**:07/25/2023
**Req ID**: 32984
**Faculty/Division**: UofT Mississauga
**Department**: UTM: Info. & Inst. Tech. Services
**Campus**: University of Toronto Mississauga (UTM)
**Position Number**: 00044154

**Description**:
**About us**:
U of T Mississauga—the second largest campus of Canada’s top-ranked university and the only research university in Ontario’s booming Peel Region—is one of the world’s great catalysts of human potential.

Our employee community hums with the energy of 3,400 faculty, librarians and staff, who power our campus with curiosity, connection and care. We work together to spark life-changing research and innovation, make an indelible mark on the world by building equitable cities and societies, enable healthy lives, create a sustainable future and ignite entrepreneurship. Above all, we prioritize student success, and seek to give our 16,500 students the lift of a lifetime through learning and discovery. We love to open opportunities available nowhere else for our community to achieve their ambitions and make their unique contributions to Canada and the world.

This work all comes together on a spectacularly green campus, alongside the Missinihe-ziibi (Trusting Creek or Credit River), where we seek to honour truth, reciprocity and reconciliation on the traditional land of the Huron-Wendat, Seneca and the Mississaugas of the Credit First Nation. We’re thrilled to welcome those who want to learn more about us and to be part of what we do.

**Your opportunity**:
I&ITS is a modern service delivery operation, processing tens of thousands of incidents, change, and service requests annually, and is the primary support and a vital enabler of the teaching, learning, and research mission at UTM.

The UTM Service Desk is a service delivery Centre of Excellence at University of Toronto. A busy, central service point, we are the first point of contact for IT support, facilities and utility requests, TCard, and Lost & Found. Under the general direction of the Service Desk Coordinator, the incumbent is responsible for providing these services.

**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
- 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 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
- 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

**Assets (Nonessential)**:

- Experience with ITSM ticketing software ServiceNow
- ITIL foundations level certification
- Familiarity with the University environment, governance, and policies

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

- Adaptable
- Assertive
- Communicator
- Motivated self-learner
- Problem solver
- Resourceful

This role is 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

**Closing Date**: 08/02/2023, 11:59PM ET
**Employee Group**: USW
**Appointment Type**: Budget - Continuing
**Schedule**: Full-Time
**Pay Scale Group & Hiring Zone**:
**Job Category**: Information Technology (IT)
**Recruiter**: Valerie Davis

**Lived Experience Statement

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