Computing Support Analyst Jobs

Date Posted: 07/06/2023

Req ID: 32559

Faculty/Division: Faculty of Arts & Science

Department: Information and Instructional Technology

Campus: St. George (Downtown Toronto)

Position Number: 00042199, 00045252

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 and Instructional Technology (IIT) is a crucial source of support for teaching, research, and administrative operations. We are a high volume, collaborative, service focused team, supporting the day-to-day IT needs for numerous Faculty units and work with local, departmental IT teams as well as institutional IT partners to deliver and support technology initiatives which have included Microsoft 365 and SharePoint services, Multi Factor Authentication, Learning Management Engine and VoIP. Core functions include Infrastructure-Server/Networking & Data Centre, Client Services Teaching Technology and End User Technology Support, Product & Delivery Services and Applications & Development.

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.

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
• 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
• With a focus on security, ensuring computer patches and anti-malware software areup to date on devices connecting to the U of Tnetwork; Suggesting minor purchases, collaborating on cost, and documenting purchases according to finance and unit policy
• Responding to service requests in a timely fashion
• Ongoing learning, support and maintenance of shared spaces including labs, teaching spaces and meeting room; Experience with Learning Management Engine (e.g., Canvas), and other similar teaching systems; Creating, editing and reviewing project, support and training documentation, Contributing to projects and initiatives as assigned; Staying current on all end user facing technologies and consistently improving technical and support skills.
• Documenting detailed explanations on computing support procedures applied to resolving end-user issues
• Working proactively with the team on ensuring sound technical solutions for more complex issues and requests
• Applying established standards and serving as a technical resource when deploying software and hardware

Essential Qualifications:

• Excellent customer service and interpersonal skills with ability to communicate technical concepts to persons with limited technical backgrounds.
• Bachelor's Degree in Computer Science or acceptable combination of equivalent education and experience.
• Minimum two years of proven process driven documentation skills and training capabilities with knowledge of technical writing principles.
• Demonstrated experience in conducting root cause analysis, incident investigation, and remediation.
• Good understanding of domain and non-domain accounts and group policies is considered a strong asset.
• Excellent knowledge and experience in supporting audio-visual and collaborative classroom andshared space technologies including, but not limited to, MS Teams, MS Stream, Zoom, Blackboard Collaborate, VoIP, projectors, digital displays, web cameras, and microphones.
• Ability to work effectively independently and as part of a team.
• Ability to lift up to 25kg from ground to waist level is required.
• Demonstrated experience in performing system health checks and mitigation to meet software and security standards including encryption, patching and backup.
• Minimum three 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.
• 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.
• Well-informed on current technologies, best practices and industry standards.
• Demonstrated superior ticket, email, and telephone etiquette and a strong desire to help others
• Must have diverse technical application experience including, but not limited to, the standard Microsoft 365 applications (including Office, Excel, OneDrive desktop), e-mail applications, ticketing systems, MAC applications, web browsers, Adobe products, SAP, Multi-factor Authentication and cyber security training and support.

Assets (Nonessential):

• Experience with Learning Management Engine (e.g., Canvas), andother similar teaching systems
• ITIL foundations level (or higher) certification.
• Familiarity and basic knowledge of technologies such as MS Intune, MS Azure, Enterprise Active Directory, Identity Access Management systems and Endpoint Protection services.
• Familiarity with IT Service Management tools and processes (Service Now), endpoint management tools (Quest Kace, SCCM), and remote support tools (Bomgar).
• Cyber security training or certification

To be successful in this role you will be:

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

This is a posting for one 14 months term position and one continuing position.

This role is currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline.

Closing Date: 08/06/2023, 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)

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.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.