IT Client Services Representative

Job title: IT Client Services Representative

Job description: Date Posted: 07/26/2021
Req ID: 3866
Faculty/Division: VP – Division of University Advancement
Department: Advancement Services
Campus: St. George (Downtown Toronto)

Description:

About us:

The Division of University Advancement (DUA) aims to sustain and enhance the University’s academic mission, leadership, and worldwide impact, by engaging alumni and private sector constituents meaningfully in the mission of the University, building mutually beneficial relationships of increasing value and satisfaction over time.

DUA at the University of Toronto is engaged in a transformative agenda deeply rooted in the University’s visionfor growth and innovation. We are focus on growing fundraising efforts; enhancing the effectiveness and satisfaction of alumni engagement and programs; building advancement talent capacity within and across divisions and creating an organization and culture that fosters diversity and inclusiveness.

Your opportunity:

Reporting to the Business Process Architect, the incumbent is responsible for providing clients with technical support and assistance in the areas of server, network, security, desktop, workgroup technologies and mobile technologies under the Information Management team. This is a hands-on position requiring extensive analytical and troubleshooting skills with the ability to respond to and balance a variety of requests. This includes supporting users with application program and operating system solutions, installing, upgrading, and configuring workstations, printers, and software, and assisting in the configuration and operation of network fileservers. The incumbent will also share in the provision of an IT Client Services help desk function. The incumbent has strong written and oral communication skills and can employ diplomacy and tact when dealing with internal and external clients, including senior-level stakeholders.

The Information Management unit is directly responsible for information technology (IT) systems that support advancement activities across the entire University. This include a large assortment of enterprise systems, physical and virtual servers, operating platforms, databases environments, reporting environments, and 3rd party applications. These enterprise systems environments were designed and implemented as a divisional solution and continue to evolve based on institutional requirements and technological developments.

Your responsibilities will include:

• Responding to end-user service requests
• Applying established standards when resolving routine and documented end-user issues
• Probing for information from end-users to identify problems and establish needs
• Training end-users on procedures and the use of supported IT systems
• Applying established standards when deploying software and hardware
• Serving as a technical resource on hardware and software related issues

Essential Qualifications:

• Bachelor’s degree with a focus on information systems or business, or acceptable equivalent combination of education and experience.
• Minimum three (3) years of prior IT experience working within a tiered support organization model providing direct support to customers in the areas of office productivity software (including MicrosoftOffice Suite), hardware, peripherals, operating systems (Windows, MacOS), database systems (MS SQL Server, IIS, SQL Server, Active Directory)
• Experience managing Windows based computers in an Active Directory environment using roaming profiles, redirected folders and GPOs
• Functional knowledge and direct experience with MacOS and iOS administration required.
• Functional knowledge and direct experience with Webinar Services (MS Teams, MS Live and Zoom) configurations
• Experience with Microsoft SharePoint and Blackbaud CRM technologies preferred
• Experience with service desk ticket tracking preferred
• Ability to identify gaps and inefficiencies and to recommend innovative, workable and cost-effective solutions.
• Strong analytical and problem-solving skills, with the ability to analyze complex problems and propose practical solutions.
• Ability to leverage proven techniques to elicit and analyze client needs; ability to provide key input into solutions that meet and often exceed client needs.
• Exceptional service orientation and commitment to high quality customer service and tact to assist internal clients
• Exceptional levels of diplomacy, tact, discretion and confidentiality
• Excellent written and oral communication skills and professional presence necessary to interact with a wide breadth of stakeholders, including senior-level stakeholders
• Ability to contribute in a team-oriented, collaborative environment and lead calmly in a variety of situations
• Demonstrated ability to utilize logic in the interpretation of guidelines; analytical, evaluative, and problem-solving abilities

To be successful in this role you will be:

• Communicator
• Courteous
• Meticulous
• Organized
• Problem solver
• Responsible

Closing Date: 08/02/2021, 11:59PM ET
Employee Group: USW
Appointment Type: Budget – Term This is a one (1) year Term role.
Schedule: Full-Time
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: Anita Chooraman

Click Here to Apply

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