IT and Classroom Technology Support Analyst

Date Posted : 09 / 20 / 2024

Req ID : 39808

Faculty / Division : Faculty of Arts & Science

Department : Munk Sch Global Affairs & Public Policy

Campus : St. George (Downtown Toronto)

Position Number : 00043122

Description : About us :

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 Munk School of Global Affairs & Public Policy is a leader in interdisciplinary research, teaching and global engagement.

• The School is home to academic centres, research labs and over a dozen teaching programs, including the Asian Institute;
• the Centre for European and Eurasian Studies; the Centre for the Study of Global Japan; the Centre for the Study of the United States;

the Trudeau Centre for Peace, Conflict and Justice and the Citizen Lab. The School is known for world-class faculty, research leadership and as a hub for dialogue and debate.

Reporting to the Senior Information Technology Administrator, the IT and Classroom Technology Support Analyst will serve as a first point of contact for computing and classroom technology support for Munk School's faculty, staff, students and visitors.

The incumbent will interact with a wide range of users with varying levels of technical knowledge, to help them make the best use of technology and accomplish goals with a high level of efficiency at the School’s academic, research and public outreach programs.

Your responsibilities will include :

• Responding to end-user service requests in a timely fashion, and following up with end-users on outstanding technical issues.
• Applying established standards when resolving routine and documented end-user issues, and introducing variations to established practices to resolve new problems.
• Applying established standards when deploying IT equipment and services
• Providing detailed guidance and explanation on computing procedures.
• Creating and editing support documentation
• Participate in departmental IT projects and initiatives.

Essential Qualifications :

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum three years of recent and related experience in a computing support role with in depth knowledge of a wide range of computer hardware and software, with demonstrated experience provisioning computers, mobile devices and associated peripheral equipment (printers, scanners, webcams, microphones / headsets, external storage devices, etc)
• Experience working with computers, networking and audio visual support and repair in an academic environment.
• 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 proving supporting a wide range of operating systems (Windows, MacOS, Linux, Android, iOS) and popular business software applications (Microsoft Office, Adobe Acrobat, Adobe Creative Cloud, web browsers and media players)
• Experience with training staff and / or clients on the use of new tools, software, and hardware
• Strong working knowledge and experience working with Active Directory and MS Office 365 services.
• Familiarity with basic network concepts such as the client-server model, client network configuration, and the role of switches, routers, access points and firewalls
• Familiarity with operating and troubleshooting audio visual equipment including : cameras, camcorders, microphones, audio recorders, and associated peripheral equipment.
• 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 ability to offer proactive feedback with focus on improving, not just resolving, incoming issues.
• Strong aptitude for independent learning

Assets (Nonessential) :

Certifications such as CompTIA A+ and Network+ are preferred.

To be successful in this role you will be :

• Approachable
• Communicator
• Courteous
• Diligent
• Possess a positive attitude
• Problem solver
• Resourceful

Closing Date : 10 / 04 / 2024, 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)

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.