Technical Specialist

**Date Posted**:10/03/2024
**Req ID**: 39969
**Faculty/Division**: Faculty of Applied Science & Engineering
**Department**: Faculty IT Office
**Campus**: St. George (Downtown Toronto)
**Position Number**: 00055477

**Description**:
**About us**:
The Faculty of Applied Science & Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential.

Our leadership team provides an open, professional environment that fosters a culture built on respect, goal orientation, self-motivation, accountability, and teamwork. We believe in recognizing and valuing our employee’s contributions to the advancement of the department’s goals while promoting a strong commitment to work-life balance among our employees.

The Faculty's Information Technology team works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields.

**Your opportunity**:
Reporting to the Manager, Client Services, the Technical Specialist will provide senior technical expertiseresponsible for IT service operations stewardship through planning, implementation, and ongoing support.

The incumbent will help cultivate and build positive relationships with staff and departments, working closely with peers, technical teams, and clients to lead and drive sustainable modernization paths for the delivery of high caliber IT solutions and secure computing, focusing on lifecycle management, maintenance, data analytics, and IT service maturity. The incumbent will oversee all aspects of service delivery, including resolving complex issues, major incidents, and provide exemplary hands-on technical support.

**Your responsibilities will include**:

- Delegating tasks to IT support staff when appropriate
- Analyzing service delivery and/or internal processes and recommending improvements
- Responding to end-user service requests
- Probing for information from end-users to identify problems and establish needs
- Planning and implementing components of IT related projects
- Troubleshooting complex computer system problems
- Conducting needs assessments to determine end-user technical requirements
- Providing consultative advice on IT issues

**Essential Qualifications**:

- Bachelor's Degree or acceptable combination of equivalent experience.
- Minimum four years of diverse IT experience in a multi-client and multifaceted operational environment.
- Demonstrated experience in analyzing complex problems and producing actionable plans and solutions.
- Demonstrated ability to lead project delivery to completion.
- Demonstrated experience with conveying complex technical ideas and teaching clients how to use IT systems, including presentation skills with the ability to facilitate staff training sessions, client workshops and meetings.
- Demonstrated experience in creating complex technical documentation.
- Top-tier customer service skills.
- Abilityto communicate effectively and accurately, both verbally and in writing, especially in conveying complex technical ideas to clients, management, and other IT staff members.
- Demonstrated ability to learn on the job, and on own initiative, to keepabreast of rapid changes in a dynamic environment.
- Strong time management and organizational skills.

**Assets (Nonessential)**:

- Technical certifications related to project management, process improvement, and business analysis (e.g., PMP, ITIL) will be considered an asset.
- Experience with ServiceNow.
- Experience with Microsoft Intune or KACE Endpoint Systems Management Appliances.
- Familiarity with the University environment, governance, and policies.

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

- Accountable
- Achievement oriented
- Communicator
- Multi-tasker
- Possess a positive attitude
- Proactive
- Self-directed
- Team player

This role is **not** 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**: 10/15/2024, 11:59PM ET
**Employee Group**: USW
**Appointment Type**: Budget - Continuing
**Schedule**: Full-Time
**Pay Scale Group & Hiring Zone**:
**Job Category**: Information Technology (IT)

**Lived Experience Statement