IT Support Analyst

3 months ago

Toronto, Canada Toronto Metropolitan Full time

**About Toronto Metropolitan**:
At the intersection of mind and action, Toronto Metropolitan University (TMU) is on a transformative path to become Canada’s leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do.

In April 2022, the university announced its new name of Toronto Metropolitan University. Learn more about our next chapter.

**The Chang School**

The G. Raymond Chang School of Continuing Education is Canada’s foremost provider of university-based adult education, facilitating access to the University’s renowned, professionally relevant courses and programs. Since 1975, we have been delivering leading-edge workplace knowledge that empowers learners to reach their personal and professional goals. We have approximately 70,000 annual enrolments (in 1,500 courses, seminars, and workshops) in Arts; Business; Communication and Design; Community Services; Engineering, Architecture, and Science; Gateway for International Professionals; Programs for 50+; and Spanning the Gaps - Access to Post-Secondary Education. We also offer 86 career-related certificate programs and numerous course series, with 39 certificate programs that can be completed entirely at a distance. Our flexible, accessible programming is available on campus, via distance education, and off-site for employee groups at leading organizations.

**The Opportunity**:
The IT Support Analyst will provide in-person and remote support and advice on the localized use of technology services (hardware and software) and network and security administration; including the installation, maintenance, troubleshooting, and staff training of systems. The IT Support Analyst works collaboratively within the IT Operations team to effectively maintain and implement systems and provide excellent support to the Chang School’s end users.
- Research, evaluate and recommend on hardware and software solutions and develops related training material and documentation for the support of these technologies.
- Support the smooth running of user support processes and ensure clients’ issues and requests are resolved and addressed in an efficient and timely manner.
- Implement projects under the general direction of management.

**Responsibilities include**:

- Maintains and provides both in-person and remote support to Chang School staff. Handles the investigation and resolution of departmental technical issues, prioritizes and addresses inquiries and case tickets.
- Manages, configures, and provisions staff computer equipment (computers, peripherals, etc), ensuring compliance to standards and TMU security practices. Installs, upgrades, maintains, and optimizes staff-facing technologies (hardware and software)
- Administers, facilitates the implementation/migration and maintains technological initiatives and projects (e.g. system upgrades, etc.), under the general direction of management or senior staff.
- Collaborates closely with IT Operations team as well as other CE and TMU technical teams, vendors on the development and implementation of localized systems, software, cloud services, and/or hardware as well as other continuous improvement initiatives.
- Researches, analyzes and recommends technological solutions for upgrades and purchases to enhance departmental operations.
- Provides advice, support and training to staff including producing high-quality reference materials (FAQs, how-to guides, videos, etc).
- Stays up-to-date and disseminates information to staff and team members on TMU and CE-specific IT related policies, procedures, and best practices

**Qualifications**
- Successful completion of a post-secondary degree in a technology-focussed field with specialized training in current technology, including client/server computing, cloud computing, networking, data and information technology management.
- A minimum of 3 years of relevant experience in a similar capacity with the following requirements:

- Supporting end users, coordinating and implementing technology projects, providing help desk support, including hardware and software.
- Experience in troubleshooting and repairing hardware and software
- Experience in training others Experience creating technical documentation and training materials
- An equivalent combination of education and experience may be considered.
- A commitment to providing effective technical client service
- Excellent communication skills (both oral and written) with a demonstrated ability to explain technical concepts to non-technical users
- Excellent interpersonal skills including tact, diplomacy and patience; sound judgment and demonstrated professionalism are required to effectively carry out the requirements of the position
- Strong analytical, critical thinking and problem solving skills
- Demonstrated knowledge an

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