Information Technology Specialist

**Information Technology Specialist - UGH - RPT**
- (23758)

**Find Your Spot at Guelph-Humber**

At Guelph-Humber, our career paths open up a world of infinite possibilities for you to explore. People are at the heart of the Guelph-Humber experience. Here, every day we work shoulder to shoulder to deliver excellence, and in doing so, we redefine what it means to be a leader in providing an education combining theory and practice. Guelph-Humber employees are a diverse group of committed, caring and fun-loving people.

We take finding and growing the right talent very seriously. We strive to find and nurture extraordinary employees who bring their best each day.

If you are interested in working in higher education and are looking to contribute to a unique university-college collaboration as we shape the future of our students and communities, here is your opportunity to join our team.

**Job Details**

**Position Title**: Information Technology Specialist

**Status**: Regular Part-Time Support

**Faculty/Department**: University of Guelph-Humber

**Campus/Location**: North Campus (located in Toronto), University of Guelph-Humber

**Salary**: $37.45 per hour

**What you will do**:
Working on the North Campus located in Toronto, the Information Technology Specialist, under the general direction of the Manager, Guelph-Humber Academic & Campus Technology Services, helps to support, plan, organize, and control service processes in partnership with Humber College and University of Guelph.

**Day-to-day responsibilities include the following**:

- Leading the resolution of all IT incidents and facilitation of service requests at the University of Guelph-Humber
- Serving as a first point of hierarchical escalation for incidents and service requests, as well as Tier 2 support for escalated incidents. Ensuring response time and resolution/fulfillment objectives are met
- Resolving complex faults/failings and fulfilling complex service requests
- Maintaining a good working knowledge of all services, policies, and procedures
- Proactive administration and technical support of the UofGH Wireless Network
- Leading role in administering the UofGH Computer Support Assistant (CSA) program including hiring, supervising, training, scheduling, time management and assigning tasks to work-study students
- Researching, developing, managing and maintaining inventory control database including software licenses and hardware acquisitions
- Upholding and enhancing customer satisfaction
- Identifying improper escalations to reduce future errors
- Documenting and sharing knowledge
- Performing root cause analyses
- Staying informed about the institution and the Information Technology industry

**What you bring to the role**:
**Education, Experience & Skills**

A four-year degree in the Information Technology field along with a minimum of 5 years of experience delivering technical support services and leading complex projects on an enterprise scale. Additional requirements/certifications include ITIL Foundations certification, HDI Desktop Support Technician, HDI Support Centre Team Lead; Apple Certified Technical Coordinator, Apple Certified Macintosh Technician, Apple iPad Support and Development.

Additional requirements include: experience with wireless technologies, plan designing, implementation, administration and support; experience and the ability to analyze complex user requirements effectively and plan comprehensive solutions; experience administering work-study programs including hiring, training, scheduling and assigning tasks and administering guidance; and practical experience in a Mac and Windows networked environment, including, troubleshooting a variety of hardware, network printers, software and network issues.

The Senior Information Technology Specialist requires the ability to work collaboratively with other departments, and listen to key stakeholders (staff, faculty and students) while understanding and responding professionally and positively to their requests. This position must also be able to work independently and as a member of a dynamic team, with expected contributions to ongoing initiatives of the Academic & Campus Technology Services department, as well as handling other duties as assigned.
- **What’s in it for you?**
- An opportunity to have an impact with a post-secondary institution, poised to do great things.
- Diverse, hard-working, committed team of people who care about each other.
- Tools and technology that will allow you to succeed at your job.
- Amazing perks
- Highly supportive work culture

We thank you for your interest in working with the University of Guelph-Humber. Only applicants selected for an interview will be contacted. Consideration for Support Staff and Academic positions will be given to internal employees in accordance with the respective Collective Agreements.

**Equity, Diversity and Inclusion**

The University of Guelph-Humber is committed to a workforce that reflects the di