Technical Support Specialist

Date Posted: 06/17/2024
Req ID: 38020
Faculty/Division: Temerty Faculty of Medicine
Department: MedIT
Campus: St. George (Downtown Toronto)
Position Number: 00037415

Description:

About us:

Home to over 40 departments and institutes, the University of Torontos Temerty Faculty of Medicine lies at the heart of the Toronto Academic Health Science Network and is a global leader in ground-breaking research and education, spanning clinical medicine, basic science and the rehabilitation sciences sectors.

Your opportunity:

MedIT provides information technology support for the Temerty Faculty of Medicine. Our mission is to partner and collaborate with clients, University, and third parties to determine value based, sustainable technology solutions that enable the Faculty to achieve its academic mission.

As Technical Support Specialist, you will work closely with the Lead, Client Support Services to support our faculty’s infrastructure operations. You will be responsible for diagnostic, troubleshooting, testing, and resolving hardware/software issues for a wide range of operating systems (Windows, Mac, iOS, and Android). In addition to providing dedicated user support, you will conduct needs assessment, analyze the current end-user systems, and make recommendations for hardware/software upgrades. Your proven initiative and ability to work collaboratively in a team environment will be essential to our team’s success in providing technical support to our staff across the faculty.

Your responsibilities will include:

• Provides support and assistance to Temerty Medicine end users over the phone, remotely and in person for applications and software (Windows, Mac OS), hardware (desktops and laptops), mobile devices (smartphones and tablets), and peripherals (printers, scanners)
• Installs, configures, troubleshoots, and repairs network equipment, operating systems (OS) software, service releases, and OS security upgrades
• Provides training to end users on new tools, applications, and hardware
• Informs the Lead, Client Support Services about computing issues, and makes recommendation on possible preventative solutions
• Updating and maintaining service activities documentation and creating and editing support documentation

Essential Qualifications:

• Bachelors Degree or acceptable combination of equivalent experience.
• Minimum three years of related experience in a computing support role, with in-depth knowledge of a wide range of computer software and hardware including Apple, PC hardware and associated peripheral equipment (printers, scanners, photocopiers, fax, all-in-one devices); including installing, configuring, troubleshooting and repairing as required
• Must demonstrate relevant and practical experience with supporting a wide range of operating systems (Windows, MAC OS, Android, iOS) and mobile devices (tablets and smartphones)
• Must have a strong working knowledge of Active Directory and MS Office and a good understanding of network connectivity and networking tools and concepts
• Experience training end users in different settings and developing training materials and reports
• Experience tracking and completing incoming requests through online ticketing system
• Must have proven, strong customer service experience
• Experience building and maintaining relationships with both internal and external stakeholders, including external vendors
• Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge
• Excellent customer service skills with very good active listening skills and the ability to gain customer confidence and trust
• Strong commitment to high quality service, professionalism, and teamwork
• Ability to communicate effectively with students, faculty, and other users of instructional technology software and vendors
• Excellent problem solving skills
• Very good administration skills, demonstrating attention to detail and diligence and the ability to prioritize
• Excellent ability to offer proactive feedback with focus on improving, not just resolving, incoming issues
• Strong aptitude for learning and implementing soundIT Service Management practices

Assets (Nonessential):

• Access management, IT security, web maintenance, and advanced MS Office + Office 365 experience

To be successful in this role you will be:

• Approachable
• Communicator
• Possess a positive attitude
• Problem solver

Closing Date: 06/25/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 - $65,407 with an annual step progression to a maximum of $83,646. 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: Sharon Hung

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.