Client Support Analyst

University of Toronto•Toronto, ON

4d•CA$67,916 - CA$86,855•Onsite

About The Position

The IT and Systems area at the Leslie Dan Faculty of Pharmacy (LDFP) plays a key role in supporting the Faculty’s academic mission. The LDFP IT and Systems team maintains the technology infrastructure vital to administrative staff, students, instructors, and researchers, and provides high-quality client and educational technology support services. Work in the LDFP IT and Systems area is varied and evolves alongside client needs and the ever-changing technology landscape. The IT and Systems team is a collaborative and resourceful group that at every turn prioritizes privacy and information security. Reporting to the Manager, Information Technology, the Client Support Analyst plays a pivotal role as the first point of contact for the LDFP community’s IT needs. This includes responding to and triaging incidents submitted through a centralized ticketing system (ServiceNow) or walk-up inquiries / requests, as well as providing high-touch AV support when scheduled for higher stakes events (e.g., classes or meetings with remote attendees, receptions). This position will also have the opportunity to work independently and in collaboration with others on the team, to solve technical challenges and support end users in a vibrant work environment. If you enjoy problem solving, working with people, providing a great client experience, and can work independently and in a team setting, we’d be delighted to have you join our team! Please note that some after-hours work may be required from time to time.

Requirements

Bachelor's Degree in Computer Science, Information Technology; or a related field or acceptable combination of equivalent education and experience
Minimum three years of experience, including experience with frontline user support; hardware and software troubleshooting; adaptive software and network operations; mobile devices; audio-visual equipment used in classroom presentation systems
Must have solid troubleshooting and analytical skills and diverse application experience including, but not limited to, email applications, Microsoft Office suite, Windows 7/8/10/11 and MacOS operating systems, web browsers, and a demonstrated ability to expand existing skillsets
Demonstrated experience with end-point management including: installing, configuring, imaging, troubleshooting and repairing Windows and MacOS desktop computers and printers; managing Windows end-points at scale via Microsoft Intune and PowerShell
Demonstrated experience with variety of AV equipment and support scenarios, including standard classroom presentation systems and enterprise videoconferencing systems (e.g., Teams Meeting Rooms); familiarity with event AV setup (e.g., digital displays and standalone sound systems) an asset
Ability to work effectively with all levels of academic & administrative staff with a demonstrated ability to teach individuals and groups with varying degrees of technical knowledge in an effective manner
Ability to learn continually on-the-job, and on own initiative, to keep current with rapid changes in systems, hardware, and user requirements
Ability to work in an environment with frequent interruptions
Excellent verbal and written skills, with the ability to communicate complex solutions to non-technical professionals both orally and in writing