IT Support Analyst

Date Posted: 06/11/2025
Req ID: 43421
Faculty/Division: Faculty of Arts & Science
Department: Information and Instructional Technology
Campus: St. George (Downtown Toronto)
Position Number: 00045032

Description:

About us:

The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs.

We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacy of innovation and discovery that has changed the way we think about the world.

The Faculty’s divisional IT team, Information & Instructional Technology (IIT) and local, departmental IT teams are a crucial source of support for faculty teaching, research and administrative operations. IIT works closely and collaboratively with institutional teams as well as local IT teams to champion and support technology initiatives as well as provide some key division wide IT services. In addition, IITsupports the technology needs for numerous departments, centres, schools and institutes including day to day computing, infrastructure fulfillment (systems, networking and data centre), public web services and application development. We are a well-respected, service-oriented team that aims to deliver timely support and quality work, imperative for the smooth operation of our faculty.

Your opportunity:

Under the direction of the Senior Manager, Client Services, the incumbent is responsible for providing exemplary service, in a collaborative, cyber-security focused and team-based environment, for the ongoing operation, maintenance and support of all end user technologies and devices such as audio and visual equipment, shared spaces, computers and applications such as Microsoft 365.
As a crucial and valued team member, the IT Support Analyst provides technical support for routine requests and issues to clients and IIT teams, supports the use of shared spaces, manages support tickets, prepares documentation and ensures consistent, responsive, courteous and efficient service in a fast-paced and team-oriented environment.

Your responsibilities will include:

• Responding to routine end-user service requests in a timely fashion and following-up on outstanding items.
• Documenting detailed explanations on computing support procedures applied to resolving end-user issues.
• Applying established standards and adhering to risk and security protocols when deploying software and hardware and supporting clients.
• Ongoing learning, support and maintenance of shared spaces including labs, teaching spaces and meeting rooms.
• Contributing to projects and initiatives as assigned.
• Staying current on all end user facing technologies and consistently improving technical and support skills.
• Providing orientation to others on work procedures and practices.

Essential Qualifications:

• College Diploma (2 years) in Computing Support, Networking, or an equivalent combination of education and experience.
• Minimum two years of recent and related experience in a computing support role withknowledge of a wide range of technology and technical proficiency (computer software, hardware, telecom technologies, networking basics etc.)
• Demonstratable experience working with: IT Service Management “customer focused support” processes and ticketing systems (such as Service Now or equivalent); endpoint management tools (Quest Kace, SCCM); remote support tools (such as Bomgar).
• Demonstratable experience with IT Request for Change (RFC)/Change Management processes in an operational environment.
• Experience supporting significant IT rollouts and deployments, involving direct collaboration with IT teams and clients/end-users to ensure successful implementation and adoption.
• Experience with Microsoft 365.
• Demonstrated experience with a range of operating systems (e.g. Windows 7/10/11; Mac).
• Demonstrated experience delivering high-quality customer service, with strong active listening skills and a proven commitment to professionalism and service excellencein client interactions.
• Excellent problem-solving, multi-tasking, coordination and time-management skills.
• Effective and diligent collaborator in a team-oriented environment.
• Must be able to work a set schedule of alternating days/evenings/weekend shifts.

Assets (Nonessential):

• Experience working within an IT department in post-secondary environment.
• Experience with IT support in a large, complex multi-departmental division.
• Experience providing support on audio visual/video conferencing equipment.
• Experience creating IT process and/or support documentation.
• Experience training IT team members.

To be successful in this role you will be:

• Articulate
• Approachable
• Communicator
• Patient
• Proactive
• Resourceful

Closing Date: 06/20/2025, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 06 -- $55,728. with an annual step progression to a maximum of $71,265. 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.