Classroom and Helpdesk Support Analyst

Date Posted: 07/15/2025
Req ID: 44278
Faculty/Division: Faculty of Architecture,Landscape&Design
Department: Daniels Faculty of Arch., Land & Design
Campus: St. George (Downtown Toronto)

Description:

About us:

The Daniels Faculty of Architecture, Landscape, and Design at the University of Toronto offers graduate programs in architecture, landscape architecture, urban design, forestry, and visual studies — as well as unique undergraduate programs that use architectural studies and visual studies as a lens through which students may pursue a broad, liberal arts-based education. Its mission is to educate students, prepare professionals, and cultivate scholars who will play a leading role in creating more culturally engaged, ecologically sustainable, socially just, and artfully conceived environments.

Like Toronto, Daniels Faculty students and faculty are incredibly cosmopolitan in sensibility, hailing from every part of the world, with their work crossing all sorts of geographic and cultural boundaries. The city’s multicultural networks and international connections make the Daniels Faculty a powerful place to start a career.

Your opportunity:

As the Classroom and Helpdesk Support Analyst, you will be a key member of the Daniels IT Help Desk team to support our faculty, staff and students making the best use of technology to accomplish their academic, research and administrative goals, supporting end-user computing, classroom technology, network, operating systems, hardware and software, as well as current and emerging technology solutions.

In this role, you will serve as a first point of contact for end-user service requests, troubleshooting and providing solutions and guidance in-person, via email and our online ticketing system, assisting with lecture and live event audio-visual equipment setups, and collaborating with all members of the IT team and Daniels faculty and staff to create new software and hardware innovations.

This role is not eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline. 

Your responsibilities will include:

• Responding to end-user service requests in a timely fashion, and following up with end-users on outstanding technical issues
• Applying established standards when resolving routine and documented end-user issues, and introducing variations to established practices to resolve new problems
• Providing detailed guidance and explanation on computing procedures
• Creating and editing support documentation and inventory
• Participate in departmental IT projects and initiatives

Essential Qualifications:

• Bachelor's degree or acceptable combination of equivalent education and experience.
• Minimum three years of recent experience in a computing support role providing technical assistance on hardware and software.
• Demonstrated experience provisioning computers, mobiles devices and associated peripheral equipment (i.e. printers, scanners, webcams, microphones/headsets, external storage devices, etc.).
• Experience responding to end-user service requests.
• Experience with providing guidance and training to clients on use of hardware and software.
• Experience testing and analyzing new and upgraded software and/or hardware.
• Experience with creating high quality, ongoing, knowledge documents.
• Experience setting-up and maintaining audio/visual systems.
• Experience troubleshooting and resolving technical issues.
• Experience with supporting popular computer operating systems (i.e. Windows, MacOS, Linux, Android, iOS), and popular business and design software applications (i.e. Microsoft 365, Adobe Creative Cloud, web browsers and media players).
• Excellent problem-solving skills.
• Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge.
• Demonstrated customer service skills with the ability to listen and work with clients in stressful and time critical scenarios.

Assets (Nonessential):

• Experience with ticketingmanagement (i.e. ServiceNow)
• Relevant certifications such as CompTIA A+, Network+
• Working knowledge in the following: Print management systems (i.e. Pharos, Papercut), Audio-Visual equipment programming (i.e. Crestron, Q-SYS) and hardware, media design and 3D modeling software

To be successful in this role you will be:

• Approachable
• Courteous
• Meticulous
• Proactive
• Problem solver
• Team player

Closing Date: 07/24/2025, 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. 
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.