Information Technology Specialist

Description:

About us:
The university’s second largest division, U of T Mississauga has 17 academic departments and offers 156 programs in 92 areas of study. Home to approximately 15,000 students and over 1,000 faculty and staff, the campus houses the Mississauga Academy of Medicine, Centre for Medicinal Chemistry and Institute for Management and Innovation. With its distinctive interdisciplinary programs such as forensic sciences and biomedical communications, U of T Mississauga offers a broad array of continuing education programs and professional masters programs. Established in 1967, the campus features award-winning architecture, robust community partnerships and a dynamic student environment set amongst 225 acres along the Credit River in Mississauga.

Your opportunity:
I&ITS is a high-volume service delivery operation, processing over 15,000 incident, change, and service requests annually and is the primary support for the teaching, learning, and research mission at UTM. As an Information Technology Specialist, you will join the Client Services portfolio responsible for the day-to-day end-point support for staff, faculty, and students employing a high level of customer service.

Under the general direction of the Manager, Client Services, the incumbent is responsible for all aspects of the ongoing operation, maintenance, support, and enhancement of the digital devices and productivity tools available and in use by our community. The scope of the support includes all end user devices such as desktops, laptops, tablets, smartphones, peripheral devices, VoIP phones, and all operating systems and applications associated with them. The incumbent troubleshoots and repairs various computer hardware, fields Service Desk calls on the Campus, manages support tickets, and prepares documentation as required. In addition, the incumbent acts as a resource person on the services offered by IITS.

Your responsibilities will include:

• Responding to end-user service requests
• Troubleshooting and resolving technical issues
• Training end-users on procedures and the use of supported IT systems
• Creating and editing support documentation
• Responding to service requests in a timely fashion
• Updating and maintaining service activities documentation
• Keeping well-informed on current technologies, best practices and industry standards
• Serving as a technical resource on hardware and software related issues

Essential Qualifications:

• Bachelor's Degree in Computer Science or an acceptable combination of equivalent experience.
• Minimum three years in a heterogeneous Windows, macOS, and UNIX/Linux environment
• Must have diverse application experience including, but not limited to, Microsoft 365 applications, email applications, Microsoft operating systems, web browsers and a demonstrated ability to expand existing skillset
• Demonstrated experience with installing, configuring, troubleshooting, and repairing computers (PC, Mac, and Linux)
• Demonstrated experience with installing, configuring, troubleshooting, and performing basic repairs of multi-function printers
• Demonstrated experience with configuring and troubleshooting enterprise wireless and wired networks as it pertains to computers, printers, mobile devices, and end-point devices
• Excellent knowledge of various digital tools, technologies, and software; excellent knowledge of application deployment and desktop management technologies such as InTune, SCCM, Parallels, RDP, and Apple Remote Desktop; installing, configuring and supporting software applications such as SPSS, SAS, Minitab, Mathlab, desktop publishing software, and Adobe products
• Excellent knowledge of audio-visual and classroom technologies
• Working knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, and DHCP in support of resolving issues with device end-points
• Must have excellent troubleshooting and analytical skills
• Demonstrated interpersonal skills under pressure
• Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
• Demonstrated ability to work within a ticket system to manage assigned work
• Ability to effectively handle multiple issues, completing each in a timely manner
• Ability to exercise good judgment, discretion, and tact
• Ability to work effectively independently and as part of a team
• Able to lift/move desktop and server computer equipment as well as network equipment. Ability to lift up to 25 kg from ground to waist level is required.

Assets (Nonessential):

• Experience with ITSM ticketing software
• ITIL foundations level (or higher) certification
• Familiarity with the University environment, governance, and policies

To be successful in this role you will be:

• Adaptable
• Communicator
• Motivated self-learner
• Problem solver
• Resourceful
• Self-directed

Closing Date: 01/17/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone: USW Pay Band 09 - $66,715. with an annual step progression to a maximum of $85,319. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.

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.