Job Description

About Toronto Metropolitan

At the intersection of mind and action, Toronto Metropolitan University is on a transformative path to become Canada’s leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. In addition, to correct the conditions of disadvantage in employment in Canada, we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons, persons with disabilities, and those who identify as women and/or 2SLGBTQ+. Please note that all qualified candidates are encouraged to apply; however, applications from Canadians and permanent residents will be given priority. In April 2022, the university announced our new name of Toronto Metropolitan University, which will be implemented in a phased approach. Learn more about our next chapter. The team
Computing and Communications Services (CCS) is Ryerson's central IT organization, supporting the university’s voice and data communications, learning management system, computer labs, application support, web application development, streaming media services, presentation technology-enabled classrooms and much more.
We are extremely proud of our university and what we are accomplishing as a department. We welcome you to get to know our people and services better before you decide to apply to join our team. Visit us at http://www.torontomet.ca/ccs/ and search @TorontoMet and @bdlesser on Twitter.

The Opportunity

As a Help Desk Analyst you will be working in a call centre environment where you will support and advise students, faculty and staff using computers by providing technical troubleshooting, supplying system and services information, security administration, and client training. You will evaluate and recommend hardware and software purchases, update and support computer programs in order to assist in the operation of the Information and Support Centre. Qualifications
To help us learn more about you, please provide a cover letter and resume describing how you meet the following required qualifications:

• Completion of a post-secondary diploma in Computer Science or related discipline and a minimum of (3) three years experience supporting users with a range of information technologies, including exposure to a wide variety of personal computer hardware and applications software is required. Experience using local area networks (Windows OS and MAC OS) and at least one year experience in a customer service role within a call centre environment is also required. An equivalent combination of education and experience may be considered.
• Good understanding of standard PC technologies. Basic understanding of telecommunication operations, MAC computer background and experience is considered an asset.
• A demonstrated commitment to client service, specifically faculty, students and staff. Strong interpersonal skills, including tact and diplomacy, are required to advise and handle sensitive situations with students, faculty, staff and the public in a call centre environment.
• Excellent technical troubleshooting skills, featuring the ability to do “step-by-step” problem solving over the telephone and email.
• Good verbal and written communication skills are required to clearly articulate, to communicate technical information in a user-friendly manner, and to ensure understanding from users of the help line.
• Excellent organizational skills and the ability to handle concurrent tasks in accordance with departmental standards, practices and procedures. Familiarity with system testing methodology.
• Ability to work effectively as a team member, in a high-volume work environment.

Additional Information

Position Number(s)
10002206

Reports To
Manager, Information and Support Centre

Vacancy Type
TERM

Employee Group
OPSEU

Work Location
Hybrid

Start Date
ASAP

End Date
October 31, 2023

Hours of Work
36.25

Grade and Step
11

Salary Scale
$66,620.63 - $79,548.49 (hiring range: $66,620.63 - $72,798.18)

HR Advisor
Renee Gordon, HR Consulting Advisor

Application Close Date
August 24, 2022
Notes:

• Applicants who do not meet all of the posted qualifications may, upon the University’s sole discretion, be considered to fill a vacancy on an underfill basis.

As part of the selection process, candidates may be required to complete an occupational assessment.
Applications will only be accepted online through Toronto Metropolitan University's careersite. Toronto Metropolitan University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA), and aims to ensure that independence, dignity, integration and equality of opportunity are embedded in all aspects of the university culture.

We will provide an accessible experience for applicants, students, employees, and members of the Toronto Metropolitan University community.We are committed to providing an inclusive and barrier-free work environment, beginning with the recruitment process. If you have restrictions that need to be accommodated to fully participate in any phase of the recruitment process, please contact hr@ryerson.ca. All information received in relation to accommodation will be kept confidential.