Date Posted: 05/12/2021
Req ID: 3645
Faculty/Division: Faculty of Arts & Science
Department: Dept of Psychology
Campus: St. George (Downtown Toronto)
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.
Established in 1927, the Department of Psychology has for over a century been a top choice for those pursuing a career in psychological research. The combined expertise of our faculty spans all major areas of psychology and reflects a wide range of approaches to the study of mind, brain, and behaviour. Our department consists of a diverse and internationally recognized faculty, first-rate laboratory facilities, and a tradition of cutting-edge, collaborative research in an inspiring intellectual atmosphere. We take pride in prevailing as an important department in today’s competitive psychology research and education fields.
Under the general supervision of the Department Manager, the Client Support Analyst is responsible for delivering exemplary client services for end users in a timely manner.
Your responsibilities willinclude:
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 end-user issues.
Applying established standards when deploying software and hardware.
Providing detailed explanation on computing procedures.
Making minor purchases, collaborating on cost, and documenting purchases according to finance policy.
Serving as a technical resource on hardware and software related issues
Creating and editing support documentation.
Bachelor's Degree in a related discipline 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 provisioning Macintosh, PC hardware, and associated peripheral equipment (printers, scanners, photocopiers, all-in-one devices).
Experience working with clients with various levels of ITexpertise, with high customer service standards.
Experience with creating high quality, ongoing, knowledge documents.
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 Active Directory and MS Office, including Office 365.
Familiarity with basic network concepts such as the client-server model, client network configuration, and the role of switches, routers, access points and firewalls.
Excellent customer service skills with superb activelistening 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.
Experience with basic network troubleshooting tools is an asset.
Strong aptitude for independent learning.
To be successful in this role you will be:
Possess a positive attitude
Closing Date: 05/20/2021, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Pay Scale Group & Hiring Zone:
USW Pay Band 09 - $58,824 with an annual step progression to a maximum of $75,227. 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: Alison MacKenzie