IT Support Specialist

The same philosophy of personal attention that distinguishes Yorkville Education Company as a leading provider of post-secondary education makes us an exceptional place to work. We are a progressive and modern institution, responding to the needs of current and future students and implementing the best technology solutions to empower our work. We prioritize diversity, open doors to those often overlooked, welcome new Canadians, and provide pathways to successful careers.

Yorkville Education Company (which manages both Yorkville University and the Toronto Film School) began with a simple idea in 2004: offer flexible, rigorous, and career-focused degrees on campus and online to people who are on a purposeful path. With campuses in Ontario, British Columbia and New Brunswick, we equip our graduates with the professional knowledge, skills and designations that employers value.

Focused on providing a transformative, accessible and flexible higher education environment, our teams, from the President to the newest staff member, share a passion for learning, teaching, and growing as individuals and as teams. We nurture an inclusive, supportive, and genuinely kind work environment at our three campus locations and remotely.

If you want to shine a light on academic excellence, be empowered to make an impact on the transformation of the Canadian post-secondary education landscape, and work collaboratively beyond levels, join us.

**Who we need**

With thousands of students starting classes three times a year across multiple campuses and hundreds of faculty and staff, the 24/7 availability and resilience of our network and systems are essential.

Reporting to the IT Services Experience Manager, we are looking for an _IT Support Specialist_, driven by an enthusiasm for rapidly responding and getting it right the first time, to join our team in the GTA. You will demonstrate a high level of empathy and patience for students and staff experiencing technical issues. You will ensure transparent communication as you triage and prioritize help requests, actively resolving and documenting solutions. You will escalate incidents as needed based on complexity and to maintain SLA expectations. In addition, you will provide after-hours monitoring and support via the case management system for emergency issues and participate in the rotational after-hours support team for academic learners.

**What's in it for you**

**_ Challenges and career growth._** You want to work across a broad scope, where no two days are the same. This is an opportunity to continuously learn and grow, gain exposure to a range of technologies, and act quickly, ensuring access to time-sensitive, secure information on our platform and systems. As part of a smaller but scaling IT team, you will gain exposure across the company, grow your skills, give and receive mentorship. Your manager is ready to provide you with the support you need to move up to Tier 2 support in IT Operations or over into Security, or Applications Support.

**What you will do**
- **_ Support and analyze._** You will act as the first point of contact to receive, diagnose, troubleshoot, document, and resolve technical issues related to our hardware and network equipment, in accordance with our SLA. You will provide after-hours monitoring and support via the case management system as part of the staffing rotation. You will use remote and diagnostic tools, and escalate incidents with detailed, accurate documentation.
- **_ Manage systems._** You will deploy and maintain PC and Mac office computer systems and infrastructure, in-person, across multiple campuses. You will provide day-to-day technical support for staff, students, and faculty both on-site and remote.

**What you bring**
- **_ The education._** You have a diploma in any IT-related program such as networking, technical administration, or technical support.
- **_ The experience._** You are a fast learner and you may have 1 year in IT support and administration. You have experience with:

- Troubleshooting online technologies, PC workstations and server hardware issues.
- Supporting IP networking, including firewall appliances, routers, programmable switches, and wireless networking.
- **_ The interpersonal skills._** You have flexible communication skills and the ability to build trusting relationships between business and IT stakeholders. You have exposure to a demanding, 24/7 multi-system environment, and use a ticket management system. You have the patience and empathy to relay technical instructions to a non-technical audience.
- **_ The flexibility._** You understand the nature of always-available services and solutions, and you are willing and able to be part of a 24/7 monitoring and response team. In addition, you are able to travel to our campus locations in Ontario on a regular basis, and on occasion to New Brunswick and British Columbia.

**What does the best of all worlds mean at Yorkville Education?**
- An atmosphere tha