Job Title: Technical Support Specialist – Shift Manager
Job Category: Technical
Department/Group: Information Technology Services
Location: ON, BC, NB (Onsite & Remote)
Travel Required: minimal.
Level/Salary Range:
Position Type: Full-time/contract.
Contract Period: minimum 4 months.

We are excited to announce the search for proactive, tech-oriented individuals to fill the role of Technical Support Specialist, alongside the launch of our brand-new Student Information System. This critical role is dedicated to offering robust end-user support through our sophisticated ticket management system and a variety of communication tools, aiding students in adapting to our newly implemented student information system. Responsibilities extend to leading shifts and guiding junior support staff.

Key responsibilities include:

User Assistance: Providing personalized assistance, coaching, and first-level technical support to students. This involves troubleshooting login issues, navigating users through system features, and offering tips for optimal system use.

Issue Escalation: Recognizing and forwarding complex technical problems to the appropriate senior IT/business staff or system vendors when necessary.

Documentation: Diligently tracking and maintaining detailed records of user inquiries, challenges faced, and the solutions provided.

Feedback Collection: Actively collecting feedback on the system’s performance and user-friendliness, which is crucial for ongoing improvement initiatives.

Training Support: Contributing to the creation and implementation of training materials and sessions to educate new users on the system.

In addition, the role encompasses:

Efficiently receiving, prioritizing, documenting, and resolving end-user requests, with escalation of incidents when required to maintain SLA standards.

Utilizing diagnostic and help request tracking tools for problem resolution, in addition to providing direct, hands-on support within Tier I.

Promoting a supportive team environment that encourages personal growth, inclusivity, and excellence, all in alignment with our mission to champion student success.

Preferred Qualifications and Skills

Education: Recent graduate or graduating in March/April of Yorkville University or Toronto Film School.

Technical Skills: Strong personal abilities in using MS Teams Chat, Video Calling, and Screen Sharing functions. Confidence with intermediate-level MS Office (Word, Excel, and related) functions. Basic understanding of information systems and technical troubleshooting. Familiarity with any Student Information System is a plus (but not required).

Communication Skills: Excellent verbal and written communication skills, with an ability to explain “how-to-use” and technical concepts in a clear and user-friendly manner.

Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.

Teamwork: Ability to work effectively both independently and as part of a team.

Flexibility: Willingness to work in shifts, including evenings and weekends, as required.

Leadership and Shift Management: Utilize leadership skills to motivate, monitor, and manage shift workers effectively, ensuring a collaborative and productive work environment.

Work Environment

Location: On-campus or remote work arrangements.

Schedule: Full-time, shift work. Specific hours are to be determined based on system needs and candidate availability.

Please send your resume to your respective Career Advisors:

For Ontario – Amanda Lecce – [email protected]

For BC – Akshay Arora – [email protected]

For NB – Laura Fraser – [email protected]