Information Technology Specialist

Date Posted: 08/18/2026
Req : 49866
Faculty/Division: UofT Mississauga
Department: UTM:
Info. & Inst. Tech. Services
Campus: University of Toronto Mississauga (UTM)
Position Number:
Existing Vacancy: Yes

Description:

About us:

The university’s second largest division, U of T Mississauga has 17 academic departments and offers 156 programs in 92 areas of study. Home to approximately 15,000 students and over 1,000 faculty and staff, the campus houses the Mississauga Academy of Medicine, Centre for Medicinal Chemistry and Institute for Management and Innovation. With its distinctive interdisciplinary programs such as forensic sciences and biomedical communications, U of T Mississauga offers a broad array of continuing education programs and professional masters programs.

Established in 1967, the campus features award-winning architecture, robust community partnerships and a dynamic student environment set amongst 225 acres along the Credit River in Mississauga.

Your opportunity:

The UTM Service Desk is a service delivery centre of excellence at the U of T. A busy, central service point, we are the first point of contact for IT support, facilities and utility requests, TCard, and Lost & Found. Under the general direction of the Service Desk Coordinator, Client Services, the incumbent is responsible for providing these services.

The scope of IT support includes all end-user devices, classroom A/V, and associated software. The incumbent will respond to and categorize all ticket intakes sent to the UTM Service Desk, manage support phone calls and e-mails and prepare and edit knowledge-based articles as required. In addition, the incumbent will liaise with the UTM community (students, staff, and faculty) on the support and services offered by I&ITS.


Your responsibilities will include:

• Responding to end-user service requests
• Listening actively to clients with concerns
• Responding to service requests in a timely fashion
• Checking to ensure equipment is in working order
• Updating and maintaining service activities documentation
• Updating and maintaining documentation

Essential Qualifications:

• College Diploma (2 years) in an IT or related program, or acceptable combination of equivalent experience.
• Minimum two years in a heterogeneous Windows, Mac OS, and Unix/Linux environment
• Must have diverse application experience including, but not limited to, standard Office 365 applications, e-mail applications, Microsoft operating systems, web browsers and a desire to expand existing skill sets
• Demonstrated experience in the following: installing, configuring, troubleshooting and repairing desktop computers (PCs and MACs) and mobile devices, including setting up wireless access
• Knowledge of various personal digital tools, technologies and software; knowledge of application deployment and desktop management technologies such as SCCM, Parallels, RDP and Apple Remote Desktop; installing, configuring and supporting software applications such as SPSS, SAS, Minitab, MATLAB, desktop publishing software, and Adobe products
• Knowledge of audio-visual and classroom technologies
• Experience in performing basic troubleshooting with multi-function printers
• Knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with device end-points
• Must have solid troubleshooting and analytical skills
• Demonstrated interpersonal skills under pressure
• Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
• Ability to work within a ticket system to manage assigned work
• Ability to work in an environment with frequent interruptions
• Ability to effectively handle multiple problems, completing each in a timely manner
• Ability to exercise good judgment, discretion and tact
• Ability to communicate effectively and accurately both orally and in writing, including the ability to communicate technical concepts to persons with limited technical backgrounds
• Ability to work effectively independently and as part of a team

Assets (Nonessential):

• Experience with ITSM ticketing software Service Now
• ITIL Foundations level certification
• Familiarity with the University environment, governance, and…