Client Support Analyst

Date Posted: 05/14/2024
Req ID: 37331
Faculty/Division: Faculty of Arts & Science
Department: Department of Mathematics
Campus: St. George (Downtown Toronto)
Position Number: 00056246

 


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.

Your opportunity:

The Department of Mathematics is consistently ranked as one of the best in Canada. As part of the University of Toronto, our Faculty comprise a unique blend of established intellectuals and early- career researchers. Our department members include numerous award-winning Faculty with outstanding accomplishments and leading research within a field that requires critical thinkers who analyze, assess and problem solve.

Under the general supervision of the IT Systems Manager, the Client Support Analyst is responsible for delivering exemplary IT client services for end users in a timely manner.

Your responsibilities will include:

 

 

  • Responding to end-user IT service requests in a timely fashion, and following up with end- users on outstanding technical issues. Providing detailed explanation on computing procedures
  • Applying established standards when resolving routine and documented end-user issues and introducing variations to established practices to resolve end-users issues. Serving as a technical resource on hardware and software related issues
  • Applying established standards when deploying software and hardware
  • Probing for information from end-users to identify problems and establish needs
  • Troubleshooting and providing support for peripheral set-up and maintenance
  • Testing and analyzing new and upgraded software and/or hardware
  • Creating and editing support documentation
  • Training end-users on procedures and the use of supported IT systems

 


Essential Qualifications:

 

 

  • Bachelor’s Degree or acceptable combination of equivalent experience.
  • Minimum three (3) years of recent and related experience in a computing support role with in- depth knowledge of a wide range of computer software and hardware, with extensive experience in maintaining and using Macintosh, PC hardware, and associated peripheral equipment (printers, scanners, photocopiers, all-in-one devices).
  • Experience working with clients with various levels of IT expertise, with high customer service standards.
  • Experience with creating high quality, ongoing, knowledge documents.
  • Experience with network troubleshooting tools.
  • Experience with training staff and/or clients on the use of new tools, software, and hardware.
  • Relevant and practical experience with supporting a wide range of operating systems(Windows, LINUX, UNIX, MAC OS, Android, iOS) and mobile devices (tablets and smartphones).
  • Strong working knowledge and experience working with LDAP Directory Service and MS Office, including Microsoft 365.
  • Experience with network systems such as the client-server model, client network configuration, and the role of switches, routers, access points, security and firewalls.
  • Excellent customer service skills with superb active listening skills and the ability to gain customer confidence and trust.
  • Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge.
  • Excellent problem solving skills.
  • Excellent administration skills, demonstrating attention to detail 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 sound IT Service Management practices.


To be successful in this role you will be:

 

 

  • Accountable
  • Approachable
  • Communicator
  • Organized
  • Problem solver
  • Team player

 

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:
 05/28/2024, 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)

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.

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