Service & Technology Specialists (Two Vacancies)

Date Posted: 06/17/2025
Req ID: 43353
Faculty/Division: Faculty of Arts & Science
Department: Information and Instructional Technology
Campus: St. George (Downtown Toronto)
Position Number: 00039827

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, IIT supports 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, support and enhancement of all end user technologies and devices such as desktops, laptops, tablets, smartphones, audio and visual equipment, peripheral devices, VoIP phones and all operating systems, digital technology and applications associated with them, including Microsoft 365. The incumbent troubleshoots and repairs various computer hardware/software, oversees and supports the use of shared spaces, manages support tickets, prepares documentation and collaborates with IT partners to ensure items are addressed in a timely, security and service focused manner and with a proactive mindset. This is a critical role which ensure clients and supported units are effective and productive with their use of technology.

Your responsibilities will include:

• Responding to end-user service requests in a timely fashion and following up on outstanding items and technical issues via email, ticketing system, or phone
• Resolving end-user issues by applying established security and other standards and working with the team on ensuring sound solutions for more complex issues and requests; documenting detailed explanations on computing support procedures applied to resolving end-user issues.
• Applying established standards and serving as a technical resource when deploying software and hardware; ensuring risk and security protocols are followed and proactively addressing concerns.
• Developing and/or contributing to project, training and support documentation.
• Working proactively with the team on ensuring sound technical solutions for more complex issues and requests; with a focus on security, ensuring computer patches and anti-malware software are up to date on devices connecting to the U of T network.
• Suggesting minor purchases, collaborating on cost, and documenting purchases according to finance and unit policy.
• Ongoing learning, support and maintenance of shared spaces including labs, teaching spaces and meeting rooms.
• Contributing to projects and initiatives as assigned; staying current onall end user facing technologies and consistently improving technical and support skills

Essential Qualifications:

• Bachelor's Degree in Computer Science or acceptable combination of equivalent education and experience.
• Minimum three (3) years of recent and related experience in a computing support role with in-depth knowledge of a wide range of computer software and hardware; extensive experience ordering, configuring, installing and troubleshooting Windows, MAC OS, PC's, laptops, printers, tablets and smartphones and recommending software where appropriate.
• Minimum two (2) years of proven process driven documentation skills and training capabilities with knowledge of technical writing principles.
• Must have demonstratable experience supporting a broad range of technical applications and platforms, but not limited to, the standard Microsoft 365 applications (including Office, Excel, OneDrive desktop), e-mail applications, MAC applications, web browsers, Adobe products, SAP, Multi-factor Authentication and cyber security training and support; proven and demonstrated understanding of core client hardware including Dell devices; Lenovo devices; Apple devices; Android devices; tablets.
• Working knowledge of network protocols such as SMTP, IMAP, POP3, DNS, and DHCP in support of resolving issues with device endpoints; familiarity with basic network concepts such as the client-server model, client network configuration, and the role of switches, routers, access points and firewalls.
• Excellent knowledge and experience in supporting audio-visual and collaborative classroom and shared space technologies (examples: MS Teams, MS Stream, Zoom, Blackboard Collaborate, VoIP, projectors, digital displays, web cameras microphones)
• Experience with IT Service Management “customer focused support” processes, ticketing systems (such as Service Now or equivalent), endpoint management tools (Quest Kace, SCCM), and remote support tools (such as Bomgar).
• Experience with IT Request for Change (RFC)/Change Management processes in an operational environment.
• Demonstrated experience in performing system health checks and mitigation to meet software and security standards including encryption, patching and backup.
• Demonstrated experience in conducting root cause analysis, incident investigation, and remediation.
• Excellent problem-solving, multi-tasking, and time-management skills.
• Excellent customerservice and interpersonal skills with ability to communicate technical concepts to persons with limited technical backgrounds.
• Ability to work effectively independently and as part of a team.
• Well-informed on current technologies, best practices and industry standards.
• Ability to lift up to 25 kg from ground to waist level is required.

Assets (Nonessential):

• ITIL foundations level (or higher) certification.
• Formal cyber security training or certification.
• Familiarity and basic knowledge of technologies such as MS Intune, MS Azure, Enterprise Active Directory, Identity Access Management systems and Endpoint Protection services.
• Experience with Learning Management Engine (e.g., Canvas), and other similar teaching systems.
• Good understanding of domain and non-domain accounts and group policies is considered a strong asset.

To be successful in this role you will be:

• Approachable
• Diplomatic
• Efficient
• Multi-tasker
• Resourceful
• Team player

Closing Date: 06/17/2025, 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)
Recruiter: Pos#31753 & 39827

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.