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IT Support Specialist - Jobs in Toronto, ON

Job LocationToronto, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Job DescriptionThe IT Support Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.The IT Support Specialist will provide after-hours monitoring and support via the case management system for emergency issues and will participate in the rotational after-hours support team for academic learners.DUTIES AND RESPONSIBILITIES

  • Maintain, deploy, and manage PC and Mac office computer systems and infrastructure.
  • Provide day-to-day technical support for staff, students, and faculty both on site and remote.
  • Act as a first-level support person for the case management system during business hours when not actively engaged in on-campus activities.
  • Occasionally provide afterhours monitoring & support via the case management system as member of the staffing rotation.
  • Monitor and troubleshoot network, printer, and IP phone equipment.
  • Deploy new office stations and configurations including network cabling installation and termination.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Escalate incidents with accurate documentation to suitable technician, when required.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
POSITION PROFILEEducation and Experience
  • 1-3 year diploma in any IT related program such as networking security, IT Technician
  • College diploma or university degree in the field of computer science and/or 1 years equivalent work experience
  • A minimum of 1 years’ experience in IT administration and support
  • Previous experience in an academic setting is preferred
  • Strong skills in PC workstation and server hardware, configuration, and troubleshooting.
  • Experience with daily management activities within Active Directory.
  • Demonstrated proficiency with IP networking and troubleshooting, including firewall appliances, routers, programmable switches, and wireless networking.
  • Able to proactively manage and prioritize workload in a busy academic environment
  • Proven responsibility with problem resolution within a ticket management system
Skills and Abilities
  • Ability to support and troubleshoot online technology
  • Ability to explain technological instructions to individuals who have limited computer experience
  • Ability to proactively manage and prioritize workload in a busy academic environment
  • Ability to work independently and as part of a collaborative team
  • Ability to create documentation, demonstrations, and training for users
  • Strong oral and written communication skills
  • Strong research and problem-solving skills
SCHEDULEThis is a full-time position that requires flexibility to cover evenings, weekends and holidays as needed.Rotational shifts include but not limited to: All shifts are Eastern Standard Time Zone7am-3pm, 9-5pm, 10-6pm, 12-8pm, 1-9pmQuick Apply
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