Technical Specialist

Date Posted: 05/17/2024
Req ID: 37395
Faculty/Division: Faculty of Applied Science & Engineering
Department: Faculty IT Office
Campus: St. George (Downtown Toronto)
Position Number: 00056522

Description:

About us: The Faculty of Applied Science & Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential. Our leadership team provides an open, professional environment that fosters a culture built on respect, goal orientation, self-motivation, accountability, and teamwork. We believe in recognizing and valuing our employee’s contributions to the advancement of the department’s goals while promoting a strong commitment to work-life balance among our employees. The Faculty's Information Technology team works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields. Your opportunity: Reporting to the Manager, Client Services, the Technical Specialist will provide senior technical expertiseresponsible for IT service operations stewardship through planning, implementation, and ongoing support. The incumbent will help cultivate and build positive relationships with staff and departments, working closely with peers, technical teams, and clients to lead and drive sustainable modernization paths for the delivery of high caliber IT solutions and secure computing, focusing on lifecycle management, maintenance, data analytics, and IT service maturity. The incumbent will oversee all aspects of service delivery, including resolving complex issues, major incidents, and provide exemplary hands-on technical support. Your responsibilities will include:

Working within Faculty IT Office Client Services portfolio, the Technical Specialist is an exciting role that will help deliver outstanding experiences for our clients and directly support their outcomes. You will be responsible for supporting a broad portfolio of tools, products, and services in our digital landscape.

• Analyzing service delivery and/or internal processes and recommending improvements
• Responding to end-user service requests
• Probing for information from end-users to identify problems and establish needs
• Planning and implementing components of IT related projects
• Troubleshooting complex computer system problems
• Conducting needs assessments to determine end-user technical requirements
• Providing consultative advice on IT issues

Essential Qualifications:

• Bachelor's Degree in Computer Science, Computer Engineering, or related discipline, or equivalent combination of education and experience.
• Minimum four years of diverse IT experience in a multi-client and multifaceted operational environment.
• Minimum one year of experience coordinating the activities of and providing orientation to others on work procedures and practices, including assisting in solving complex problems, and providing day-to-day work coordination, scheduling and prioritization.
• 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 with MacOS, MS Windows, and Linux/Unix operating systems; iOS ; Web/HTML skills.
• Experience with installing and configuring endpoint devices with applied security measures.
• Demonstrated extensive experience writing and disseminating technicalor procedural specifications and client facing documentation; skilled at developing key messaging and talking points.
• Demonstrated experience in analyzing complex problems and producing actionable plans and solutions.
• Demonstrated experience with conveying complex technical ideas and teaching clients how to use IT systems, including presentation skills with the ability to facilitate staff training sessions, client workshops and meetings.
• Demonstrated experience in creating complextechnical documentation.
• Demonstrated ability to lead project delivery to completion.
• Ability to work with data including querying (SQL), report formatting and records creation.
• Expert level knowledge of all aspects that supports the client experience, including end-user devices setup and configuration, software like Microsoft 365 and its associated application suite and enterprise management tools.
• Top-tier customer service skills.
• Ability to communicate effectively and accurately, both verbally and in writing, especially in conveying complex technical ideas to clients, management, and other IT staff members.
• Ability to troubleshot network connectivity and performance issues.
• Demonstrated ability to learn on the job, and on own initiative, to keep abreast of rapid changes in a dynamic environment.
• Strong time management and organizational skills. Strong time management and organizational skills.

Assets (Nonessential):

• Technical certifications related to project management, process improvement, and business analysis (e.g., PMP, ITIL) will be considered an asset.
• Experience with ServiceNow.
• Experience with Microsoft Intune or KACE Endpoint Systems Management Appliances.
• Familiarity with the University environment, governance, and policies.

To be successful in this role you will be:

• Accountable
• Achievement oriented
• Communicator
• Multi-tasker
• Possess a positive attitude
• Proactive
• Self-directed
• Team player

This role is not 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: 05/29/2024, 11:59PM ET
Employee Group: USW
Appointment Type : Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $78,308 with an annual step progression to a maximum of $100,144. 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: Sarah Chim

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.