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Date Posted: 06/08/2023
Req ID: 31846
Faculty/Division: School of Management
Department: Joseph L. Rotman School of Management
Campus: St. George (Downtown Toronto)
Position Number: 00054884

Description:

About us:

The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada’s commercial and financial capital. Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose: to create value for business and society. We make a fundamental promise – Here’s where it changes – to our students, our partners and the broader community. Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.

Your opportunity:

Information Technology Services is responsible for all computing hardware, operations, network infrastructure, and systems to support and enhance the School's core mission. Rotman students, faculty, and staff use up-to-date technologies to directly enhance learning, teaching, and research.

IT Services is divided into four functional groups: HelpDesk - Technical Support, Network Infrastructure, Systems Development, and Multimedia. All groups work together to deliver efficient, adaptable, and reliable IT services.

As the IT Support Specialist, you will be responsible for all aspects of desktop support including classroom technology, network, resource connectivity, hardware, operating systems, and a variety of software applications in a complex networked facility.

Your responsibilities will include:

• 
  Responding to end-user service requests via ServiceNow or phone in a timely manner
• Applying established standards when resolving routine and documented end-user issues; probing for information from end users to identify issue(s) and requirements
• Liaising with technical specialists to resolve end-user issues
• Responding to triaged enquiries within the defined scope of the role and redirecting to other technical areas of Rotman ITS as appropriate
• Applying current established standards when setting up and deploying software and hardware
• Developing and editing standard operating procedures
• Troubleshooting and providing support for peripheral set-up and maintenance
• Testing and analyzing new and upgraded software and/or hardware

Essential Qualifications:

• 
  Bachelor's Degree or acceptable combination of equivalent education and experience
• Minimum three (3) years relevant and related experience in a client facing, technically-oriented, computer support position, preferably in a large, networked environment
• Working knowledge of a wide range of computer equipment and software, including PCs and MACs, smartdevices, printers, scanners, Ethernet interface cards, local area networking, Windows 7/10, MS Office, MS Office 365, diagnostic tools, anti-virus/spam software, TCP/IP, and multimedia peripherals
• Must have excellent written and oral communication skills; ability to explain technical concepts to a wide variety of non-technical users both orally and in writing
• Customer service focused; proven ability to deal with people in a tactful and effective manner
• Exhibits good judgment and able to make decisions that may occasionally require interpretation of established policies
• Ability to prioritize tasks, deal with high volume of client demands in a stressful, fast-paced environment
• Proven analytical and problem-solving skills
• Strong team player with a sense of urgency to respond quickly providing a high level of customer service
• Ability to learn quickly from technical reference manuals and online help facilities
• Dexterity with basic hand tools; ability to physically move and install equipment safely and efficiently
• Shift work (evenings and weekends) and a flexible work schedule required

Assets (Nonessential):

• 
  Experience with web-based applications, Portal platforms
• Experience with ServiceNow
• Experience with TeamViewer
• Experience with creating scripts

To be successful in this role you will be:

• 
  Approachable
• Communicator
• Motivated self-learner
• Organized
• Problem solver
• Team player

Closing Date: 06/18/2023, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 - $60,006 with an annual step progression to a maximum of $76,739. 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: Jen Salerno

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.