Helpdesk Technician

December 2 2022
Expected expiry date: December 21 2022
Industries Education, Training
Categories Help Desk,
Toronto, ON • offers.employment-type.fulltime

Reporting to the Director, ITS, this position provides front-line helpdesk support for the various uses of information technology at Osgoode Hall Law School. Support includes assisting to resolve technology end-user problems for a variety of academic and administrative activities at the Law School, hardware and software testing and installation, inventory management, and assist with training and documentation on the use of technology for end-users.


A University degree in a technology, information systems, sciences or computer science field or fouryears recent experience (defined as within the last five years) working at York University performingthe same or similar tasks. This education equivalency is in addition to the experiential requirementsoutlined below.


2 years of recent experience in end-user technical support and customer service (preferably in an academicsetting) including significant experience in the following: Microsoft Active Directory environment.Apple/Macintosh computing environment. Microsoft System Centre Configuration Manager (SCCM) andMicrosoft Deployment Tool (MDT). and service desk incident/request ticketing system.


  • Must possess excellent problem solving and analytical skills to diagnose and resolve software andhardware problems associated with microcomputers in a networked computing environment. Strongcustomer service skills.
  • Utilizes excellent listening and comprehension skills with both clients and team members. Must have excellent communications skills to elicit accurate information from clientusers and be able to answer inquiries in an informative, professional and tactful manner, dealingcalmly and effectively with people.
  • Excellent attention to details.
  • Must have demonstrated ability tomanage multiple tasks, set priorities while under pressure and be able to work both independently aswell as an effective team member.
  • Ability to maintain confidentiality.
  • Must have a willingness to learn,keep abreast of and master new technologies.
  • Microsoft Certified Technology Specialist (MCTS)designation is an asset. Microsoft Certified Systems Engineer (MCSE) designation is an asset. AppleCertified Support Professional (ACSP) is an asset. ITIL V3 Foundations certification is an asset.

Technical skills required:

SKILLS MATRIX:Intermediate level skills in the areas of: Service Management and Project Management and Data Security including but not limited to: ITIL3foundations, PMP/Prince2.End User TechnologiesAdvanced level - Desktop/mobile/tablet technologies, MS Office/IBM Notes/Domino client and similar productivity tools, disk/data encryption/compression tools, Windows and mobile/tablet application technologies, conferencing systems, portable memory, print technologies, wireless protocols, web based technologies, business applications, computing device configuration tools and distribution technologies, imaging technologies, audio video/multimedia, lecture capture technologies, audio devices, consumer grade technologies.Enterprise Network Infrastructure level systemsIntermediate level - Network technologies including switches, routers and security, system monitoring tools, remote access/vpn systems, vulnerability assessment tools, cabling, Backup and recovery systems including tape/disk/san/network/cloud/replication technologies and high availability systems.Operating Systems, Network and Communications systemsAdvanced level - desktop and mobile operating Systems: Microsoft Windows, Active Directory/Linux account configuration, Apple/Mac/iOS/Mobile, Android, TCPIP and other common protocols (legacy or emerging), LTE, WiFi, Bluetooth, consumer grade technologies, print/scan/copier systems, virtual technologies, LAN/WAN/MAN/SAN, VOIP, Audio Video systems and communications (SIP/Zoom/Skype/Teams), desktop deployment tools, imaging tools.Middleware/Application/Database SystemsBasic level - of Tier 1 vendor platforms and frameworks including Microsoft SQL/.NET/Sharepoint/Exchange/CRM tools, Linux emerging frameworks, Open Source tools such as Drupal, Wordpress and other Content Management Systems, Apache, and other HTTP web services.Security Management SystemsIntermediate level - of enterprise antivirus, antispam and other integrated server/client software, mobile security software/tools/configuration, system logs, data security auditing tools, social engineering, firewall and other security technologies, data encryption, VPN, knowledge of practical hands-on applied frameworks and methodologies of security protocols.

Additional Notes:

Please note: This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.

Access Full Position Posting

If you are a current York University employee in the YUSA-1 bargaining unit and/or are using your job posting rights under the collective agreement to view and apply for jobs, you must apply through the Employee Career Portal - YU Hire to be considered an internal applicant.

As per Article 12.02(f) of the YUSA-1 Collective Agreement, to be considered an internal applicant, employees in the YUSA-1 bargaining unit must submit the application 5 working days following the first day of posting. This is referred to as the 'Posted Date' on the job posting. Please refer to the 'Posting Intent' on the job posting.

**The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), Indigenous Peoples and persons of any gender identity and sexual orientation. York University is committed to a positive, supportive and inclusive environment.

York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.

We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.

York University employees must apply to jobs through the Employee Career Portal - YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.

PLEASE NOTE: Applications must be received by 11:55 pm EST on the posted deadline date, if applicable.**

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