Date Posted: 07/28/2025 Req ID:45232 Faculty/Division: UofT Mississauga Department: UTM I&ITS Campus: University of Toronto Mississauga (UTM) Description: UTemp is hiring! UTemp is the University of Toronto's short-term staffing service. The UTemp team handles each project with a unique hands-on approach to ensure we find the best candidate for the job. We strive to create long-lasting and successful relationships by finding individuals with strong professional office skills and work ethic. UTM I&ITS is a modern service delivery operation, processing tens of thousands of incident, change, and service requests annually, and is the primary support and a vital enabler of the teaching, learning, and research mission at UTM. 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 base 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- Probing for information from end-users to identify problems and establish needs- Liaising with technical specialists to resolve end-user issues- Training end-users on procedures and the use of supported IT systems- Updating and maintaining service activities documentation- Troubleshooting networking connectivity issues for end-users Essential Qualifications: - Bachelor's Degree in an IT or related program, or acceptable combination of equivalent experience- Minimum three 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 set- 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, Mathlab, 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 Contract length: - Start date: October 6, 2025- End date: February 6, 2026Closing Date: 10/17/2025, 11:59PM ETEmployee Group: PMAppointment Type: Budget - CasualSchedule: Monday to Friday from 7:45am to 4:00pmPay Scale Group & Hiring Zone: $36.46 per hourJob Category: Information Technology (IT)