Client Care Tech Support (2 year-term)

Date Posted: 10/18/2024
Req ID: 40224
Faculty/Division: Ofc of the Chief Information Officer
Department: Enterprise Apps & Solutions Integration
Campus: St. George (Downtown Toronto)
Position Number: 00043747

Description:

About us:

The Enterprise Applications and Solutions Integration (EASI) department within the Chief Information Officer’s (CIO) Division is a central department responsible for all matters pertaining to the development, maintenance and effectiveness of the core administrative management and student systems at the U of T. Included within these responsibilities are all central SAP systems, such as Financial Services, Human Resources, Research Administration and Procurement; the central U of T Student System (ROSI); approximately 40 related vendor and specialized web applications, as well as central Business Intelligence and Document Management applications.

Your opportunity:

Supporting managed workstations and Microsoft Office 365 services, the Digital Workplace team provides the University of Toronto community with efficient support of their standard technology requirements, including machine installation, configuration,disposal, data storage, business continuity, software licensing and updates, virus and ransomware prevention and cleanup, mobile device management, AV support and business solution implementation.

Your responsibilities will include:

• Responding to end-user service requests
• Listening actively to clients with concerns
• Applying established standards when deploying software and hardware
• Responding to service requests in a timely fashion
• Following-up with end-users on outstanding technical issues
• Providing orientation to others on work procedures and practices

Essential Qualifications:

• College Diploma (2 years) or acceptable combination of equivalent experience.
• Minimum two years front-line customer support for hardware and software; mobile devices, audio-visual equipment.
• Working knowledge of Windows 10 & 11, OS X, OS X Server, iOS, Android, Windows Mobile, Microsoft Office (Word Excel, PowerPoint, Access, Outlook, Project, Visio) and Apple computers.
• Making minor equipment repairs involving a high level of muscular coordination and/or manual dexterity where precision is essential.
• Excellent communication skills and customer service
• The ability to work in a fast-paced environment where time sensitive matters must be resolved immediately
• Proven Troubleshooting support skills using technical - Internet search, Knowledge Base and Forums based - resources for hardware, software and applications issue resolution

To be successful in this role you will be:

• Approachable
• Communicator
• Diplomatic
• Efficient
• Problem solver
• Resourceful
• Team player

NOTE: This is a 2 year-term position.

Closing Date: 10/28/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Term
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 06 -- $55,728. with an annual step progression to a maximum of $71,265. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Khristen Sivaramalingam

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.