Job Description

Date Posted: 01/03/2024
Req ID: 35528
Faculty/Division: UofT Mississauga
Department: UTM: Info. & Inst. Tech. Services
Campus: University of Toronto Mississauga (UTM)
Position Number: 00044154

Description:

About us:

U of T Mississauga\xe2\x80\x94the second largest campus of Canada\xe2\x80\x99s top-ranked university and the only research university in Ontario\xe2\x80\x99s booming Peel Region\xe2\x80\x94is one of the world\xe2\x80\x99s great catalysts of humanpotential.

Our employee community hums with the energy of 3,400 faculty, librarians and staff, who power our campus with curiosity, connection and care. We work together to spark life-changing research and innovation, make an indelible mark on the world by building equitable cities and societies, enable healthy lives, create a sustainable future and ignite entrepreneurship. Above all, we prioritize student success, and seek to give our 16,500 students the lift of a lifetime through learning and discovery. We love to open opportunities available nowhere else for our community to achieve their ambitions and make their unique contributions to Canada and the world.

This work all comes together on a spectacularly green campus, alongside the Missinihe-ziibi (Trusting Creek or Credit River), where we seek to honour truth, reciprocity and reconciliation on the traditional land of the Huron-Wendat, Seneca and the Mississaugas of the Credit First Nation. We\xe2\x80\x99re thrilled to welcome those who want to learn more about us and to be part of what we do.

Your opportunity:

I&ITS is a modern service delivery operation, processing tens of thousands of incident, change, and service requests annually, and isthe primary support and a vital enabler of the teaching, learning, and research mission at UTM.

The UTM Service Desk is a service delivery Centre of Excellence at University of Toronto. A busy, central service point, we are the first point of contact for IT support, facilities and utility requests, TCard, and Lost & Found. Under the general direction of the Service Desk Coordinator, the incumbent is responsible for providing these services.

The scope of IT support includes all end-userdevices, classroom A/V, and associated software. The incumbent will respond to and categorize all ticket intakes sent to the UTM Service Desk, manage support phone calls and e-mails, and prepare and edit knowledge base articles as required. In addition, the incumbent will liaise with the UTM community (students, staff, and faculty) on the support and services offered by I&ITS.

Your responsibilities will include:

• Responding to end-user service requests
• Probing for information from end-users to identify problems and establish needs
• Liaising with technical specialists to resolve end-user issues
• Training end-users on procedures and the use of supported IT systems
• Updating and maintaining service activities documentation
• Troubleshooting networking connectivity issues for end-users

Essential Qualifications:

• Bachelor\'s Degree in an IT or related program, or acceptable combinationof equivalent experience.
• Minimum three years in a heterogeneous Windows, Mac OS, and Unix/Linux environment
• Must have diverse application experience including, but not limited to, standard Office 365 applications, e-mail applications, Microsoft operating systems, web browsers and a desire to expand existing skill sets
• Demonstrated experience in the following: installing, configuring, troubleshooting and repairing desktop computers (PCs and MACs) and mobile devices, including setting up wireless access
• Knowledge of various personal digital tools, technologies and software; knowledge of application deployment and desktop management technologies such as 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
• Knowledge of audio-visual and classroom technologies
• Experience in performing basic troubleshooting with multi-function printers
• Knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with device end-points
• Must have solid troubleshooting and analytical skills
• Demonstrated interpersonal skills under pressure
• Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
• Ability to work within a ticket system to manage assigned work
• Ability to work in an environment with frequent interruptions
• Ability to effectively handle multiple problems, completing each in a timely manner
• Ability to exercise good judgment, discretion and tact
• Ability to communicate effectively and accurately both orally and in writing, including the ability to communicate technical concepts to persons with limited technical backgrounds
• Ability to work effectively independently and as part of a team

Assets (Nonessential):

• Experience with ITSM ticketing software ServiceNow
• ITIL foundations level certification
• Familiarity with the Univeristy environment, governance, and policies

To be successful in this role you will be:

• Adaptable
• Assertive
• Communicator
• Motivated self-learner
• Problem solver
• Resourceful

Closing Date: 01/14/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $65,407 with an annual step progression to a maximum of $83,646. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

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.

University of Toronto