Date Posted: 01/13/2025
Req ID: 41295
Faculty/Division: Faculty of Dentistry
Department: Faculty of Dentistry
Campus: St. George (Downtown Toronto)
Position Number: 00049539
Description:
About us:
Exciting new advances and global challenges are radically reshaping the field of dentistry. Our vision at the Faculty of Dentistry at the University of Toronto is to not just address and respond to these changes – but to thoughtfully and conscientiously shape the field of the future.
With our robust and comprehensive educational training programs (DDS, MSc, PhD degrees, IDAPP and other specialty programs), our emphasis on community outreach and care, and our internationally known and interdisciplinary research mission, the Faculty of Dentistry at the University of Toronto continues to earn its reputation as one of the top dental schools in North America. Throughout more than 150 years of dental education - the oldest, largest and most comprehensive training program in Canada - we have striven to graduate the highest quality of students while providing the public the highest standards of care.
We are driven by our vision to improve health byadvancing dentistry through inspired leadership, innovation, and excellence in education, research and practice.
Your opportunity:
Under general supervision of the Manager, IT Operations & Support and as a member of the Service Desk team, you will be primarily responsible for supporting the administrative, clinical, and research desktop computers, peripherals, mobile devices and software. As the Client Support Specialist, you will provide first line computing support and troubleshooting from the Information and Instructional Technology Services (I&ITS) to faculty, staff, and students. You will troubleshoot, repair, configure, and maintain various computing devices and software applications; field Service Desk phone inquiries at the Faculty as required; triage incoming requests for support and escalate to senior staff where appropriate; manages calls, emails, and support tickets; and prepare support documentation as required. In addition, as the Client Support Specialist, you will act as a resource person for the information and services offered by I&ITS.
Your responsibilities will include:
- Responding to end-user service requests
- Applying established standards when resolving routine and documented end-user issues
- Introducing variations to established practices to resolve end-user issues
- Applying established standards when deploying software and hardware
- Responding to service requests in a timely fashion
- Following-up with end-users on outstanding technical issues
- Providing detailed explanation on computing procedures
- Serving as a technical resource on hardware and software related issues
Essential Qualifications:
- Bachelor's Degree in computer science or a related field, or equivalent combination of education and experience.
- Minimum three years related experience in a similar setting.
- In-depth knowledge of a wide range of computer software and hardware including Macintosh and Windows, peripheral equipment, mobile devices and network hardware.
- Demonstrated experience with Windows, Active Directory, Office 365 applications, Mac OS, iOS, Android, e-mail clients and Web browsers.
- Proven customer service experience, proven ability to communicate effectively and patiently with both new and seasoned users.
- Strong commitment to high-quality service.
- Excellent verbal and written communication skills. Strong analytical and problem-solving skills. Strong time management and organizational skills.
- Ability to work as an effective member of a team.
- Demonstrated initiative and ability to learn new skills and work independently.
- Demonstrated flexibility, ability to adapt quickly in a constantly changing environment. Demonstrated ability to work in a high-pressure environment.
- Demonstrated tact and diplomacy in dealing with a diverse group of client departments.
- Experience with AV equipment is considered an asset.
- Applicants are also expected to show evidence of a commitment to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environment.
To be successful in this role you will be:
- Accountable
- Communicator
- Motivated self-learner
- Problem solver
- Procedural
Please note this position is required to be on-site.
Closing Date: 01/26/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 - $66,715. with an annual step progression to a maximum of $85,319. 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: Katrina Beverly
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.
