Technical Specialist (Client Support)

Westfield State University; Toronto; On-site; CAD 81,000 - 104,000; Full time

Job summary

A leading higher education institution in Toronto is seeking a Technical Specialist (Client Support) to provide senior technical expertise and support in IT service operations. The successful candidate will cultivate positive relationships with staff and departments while resolving complex issues. A Bachelor's Degree in Computer Science and at least four years of IT experience are required. The role emphasizes customer service and technical documentation. This position is not currently eligible for a hybrid work arrangement.

Qualifications

• Minimum four years of diverse IT experience in a multi-client environment.
• Demonstrated experience in analyzing complex problems and producing actionable plans.
• Ability to communicate effectively and accurately with clients and other IT staff.

Responsibilities

• Responding to end-user service requests.
• Troubleshooting complex computer system problems.
• Conducting needs assessments to determine end-user technical requirements.

Skills

Customer service skills

Technical documentation

Networking troubleshooting

Project management

SQL querying

Presentation skills

Education

Bachelor's Degree in Computer Science

Tools

Office 365

MacOS

Windows

Linux/Unix

ServiceNow

Job description

Technical Specialist (Client Support)

Date Posted: 07/21/2025
Req ID: 43167
Faculty/Division: Faculty of Applied Science & Engineering
Department: Faculty IT Office
Campus: St. George (Downtown Toronto)
Position Number: 00058099

Description:

About us:

The Faculty of Applied Science & Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential.

The Faculty's Information Technology team works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields.

Your opportunity:

Reporting to the Manager, Client Services, the Technical Specialist (Client Support) will provide senior technical expertise responsible for IT service operations stewardship through planning, implementation, and ongoing support.

The incumbent will help cultivate and build positive relationships with staff and departments, working closely with peers, technical teams, and clients to lead and drive sustainable modernization paths for the delivery of high caliber IT solutions and secure computing, focusing on lifecycle management, maintenance, data analytics, and IT service maturity. The incumbent will oversee all aspects of service delivery, including resolving complex issues, major incidents, and provide exemplary hands-on technical support.


Your responsibilities will include:

• Responding to end-user service requests
• Troubleshooting complex computer system problems
• Providing consultative advice on IT issues
• Delegating tasks to IT support staff when appropriate
• Analyzing service delivery and/or internal processes and recommending improvements
• Probing for information from end-users to identify problems and establish needs
• Planning and implementing components of IT related projects
• Conducting needs assessments to determine end-user technical requirements

Essential Qualifications:

• Bachelor's Degree in Computer Science, Computer Engineering, or related discipline, or equivalent combination of education and experience.
• Minimum four years of diverse IT experience in a multi-client and multifaceted operational environment.
• Minimum one year of experience coordinating the activities of and providing orientation to others on work procedures and practices, including assisting in solving complex problems, and providing day-to-day work coordination, scheduling and prioritization.
• 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 with MacOS, MS Windows, and Linux/Unix operating systems; iOS ; Web/HTML skills.
• Experience with installing and configuring endpoint devices with applied security measures.
• Demonstrated extensive experience writing and disseminating technical or procedural specifications and client facing documentation; skilled at developing key messaging and talking points.
• Demonstrated experience in analyzing complex problems and producing actionable plans and solutions.
• Demonstrated experience with conveying complex technical ideas and teaching clients howto use IT systems, including presentation skills with the ability to facilitate staff training sessions, client workshops and meetings.
• Demonstrated experience in creating complex technical documentation.
• Demonstrated ability to lead project delivery to completion.
• Ability to work with data including querying (SQL), report formatting and records creation.
• Expert level knowledge of all aspects that supports the client experience, including end-user devices setup and configuration, software like Microsoft 365 and its associated application suite and enterprise management tools.
• Top-tier customer service skills.
• Ability to communicate effectively and accurately, both verbally and in writing, especially in conveying complex technical ideas to clients, management, and other IT staff members.
• Ability to troubleshot network connectivity and performance issues.
• Demonstrated ability to learn on the job, and on own initiative, to keep abreast of rapid changes in a dynamic environment.
• Strong time management and organizational skills.

Assets (Nonessential):

• Technical certifications related to project management, process improvement, and business analysis (e.g., PMP, ITIL).
• Experience with ServiceNow.
• Experience with Microsoft Intune or KACE Endpoint Systems Management Appliances.
• Familiarity with the University environment, governance, and policies.

To be successful in this role you will be:

• Accountable
• Achievement oriented
• Communicator
• Multi-tasker
• Possess a positive attitude
• Proactive
• Self-directed
• Team player

NOTE: This role is not currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline.

Closing Date: 06/30/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $81,312. with an annual step progression to a maximum of $103,986. 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: Mikha Amparo

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.

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Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [e-mail].

Job Segment: Technical Support, Engineer, Business Process, Customer Service, Technology, Engineering, Management, Research