Information Technology Specialist
About The Position
The UTM Service Desk is a service delivery centre of excellence at the U of T. A busy, central service point, we are the first point of contact for IT support, facilities and utility requests, TCard, and Lost & Found. Under the general direction of the Service Desk Coordinator, Client Services, the incumbent is responsible for providing these services. The scope of IT support includes all end-user devices, classroom A/V, and associated software. The incumbent will respond to and categorize all ticket intakes sent to the UTM Service Desk, manage support phone calls and e-mails and prepare and edit knowledge-based articles as required. In addition, the incumbent will liaise with the UTM community (students, staff, and faculty) on the support and services offered by I&ITS.
Requirements
- College Diploma (2 years) in an IT or related program, or acceptable combination of equivalent experience.
- Minimum two years in a heterogeneous Windows, Mac OS, and Unix/Linux environment
- Must have diverse application experience including, but not limited to, standard Office 365 applications, e-mail applications, Microsoft operating systems, web browsers and a desire to expand existing skill sets
- Demonstrated experience in the following: installing, configuring, troubleshooting and repairing desktop computers (PCs and MACs) and mobile devices, including setting up wireless access
- Knowledge of various personal digital tools, technologies and software; knowledge of application deployment and desktop management technologies such as SCCM, Parallels, RDP and Apple Remote Desktop; installing, configuring and supporting software applications such as SPSS, SAS, Minitab, MATLAB, desktop publishing software, and Adobe products
- Knowledge of audio-visual and classroom technologies
- Experience in performing basic troubleshooting with multi-function printers
- Knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with device end-points
- Must have solid troubleshooting and analytical skills
- Demonstrated interpersonal skills under pressure
- Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
- Ability to work within a ticket system to manage assigned work
- Ability to work in an environment with frequent interruptions
- Ability to effectively handle multiple problems, completing each in a timely manner
- Ability to exercise good judgment, discretion and tact
- Ability to communicate effectively and accurately both orally and in writing, including the ability to communicate technical concepts to persons with limited technical backgrounds
- Ability to work effectively independently and as part of a team
Nice To Haves
- Experience with ITSM ticketing software ServiceNow
- ITIL Foundations level certification
- Familiarity with the University environment, governance, and policies
Responsibilities
- Responding to end-user service requests
- Listening actively to clients with concerns
- Responding to service requests in a timely fashion
- Checking to ensure equipment is in working order
- Updating and maintaining service activities documentation
- Updating and maintaining documentation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
