Technical Support Specialist

Details of the offer

Date Posted: 11/07/2024
Req ID: 40600
Faculty/Division: Temerty Faculty of Medicine
Department: MedIT
Campus: St. George (Downtown Toronto)
Position Number: 00038560
Description: About us:
Home to over 40 departments and institutes, the University of Toronto's Temerty Faculty of Medicine lies at the heart of the Toronto Academic Health Science Network and is a global leader in ground-breaking research and education, spanning clinical medicine, basic science and the rehabilitation sciences sectors.
Your opportunity:
MedIT provides information technology support for the Temerty Faculty of Medicine. Our mission is to partner and collaborate with clients, University, and third parties to determine value based, sustainable technology solutions that enable the Faculty to achieve its academic mission.
As Technical Support Specialist, you will work closely with the Lead, Client Support Services to support our faculty's infrastructure operations. You will be responsible for diagnostic, troubleshooting, testing, and resolving hardware/software issues for a wide range of operating systems (Windows, Mac, iOS, and Android). In addition to providing dedicated user support, you will conduct needs assessment, analyze the current end-user systems, and make recommendations for hardware/software upgrades.
Your responsibilities will include: Providing support and assistance to Temerty Medicine end users over the phone, remotely and in person for applications and software (Windows, Mac OS), hardware (desktops and laptops), mobile devices (smartphones and tablets), and peripherals (printers, scanners).Installing, configuring, troubleshooting, and repairing network equipment, operating systems (OS) software, service releases, and OS security upgrades.Providing training to end users on new tools, applications, and hardware.Informing the Technical Support Team Lead about computing issues, and making recommendations on possible preventative solutions.Updating and maintaining service activities documentation and creating and editing support documentation.Essential Qualifications: Bachelor's Degree or acceptable combination of equivalent experience.Minimum three years of related experience in a computing support role, with in-depth knowledge of a wide range of computer software and hardware including Apple, PC hardware and associated peripheral equipment (printers, scanners, photocopiers, fax, all-in-one devices); including installing, configuring, troubleshooting and repairing as required.Must demonstrate relevant and practical experience with supporting a wide range of operating systems (Windows, MAC OS, Android, iOS) and mobile devices (tablets and smartphones).Must have a strong working knowledge of Active Directory and MS Office and a good understanding of network connectivity and networking tools and concepts.Experience training end users in different settings and developing training materials and reports.Experience tracking and completing incoming requests through an online ticketing system.Must have proven, strong customer service experience.Experience building and maintaining relationships with both internal and external stakeholders, including external vendors.Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge.Excellent customer service skills with very good active listening skills and the ability to gain customer confidence and trust.Strong commitment to high quality service, professionalism, and teamwork.Ability to communicate effectively with students, faculty, and other users of instructional technology software and vendors.Excellent problem solving skills.Very good administration skills, demonstrating attention to detail and diligence and the ability to prioritize.Excellent ability to offer proactive feedback with a focus on improving, not just resolving, incoming issues.Strong aptitude for learning and implementing sound IT Service Management practices.Assets (Nonessential): Access management, IT security, web maintenance, and advanced MS Office + Office 365 experience.To be successful in this role you will be: Approachable.Possess a positive attitude.Please note: This is a one (1) year term position.Closing Date: 11/15/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Term
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.
Job Category: Information Technology (IT)
Recruiter: Sharon Hung.
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.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Diversity Statement:The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.
Accessibility Statement:The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact ******.

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