The Technical Support Specialist's role is to ensure proper computer operations so that end users can
accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving
end user requests. Problem resolution may involve the use of diagnostics and help request tracking tools,
as well as require that the individual give hands-on help by travelling to various branches.
Field incoming service requests from end users via both telephone and work orders in a courteous
Document all pertinent end user identification information, including name, department, contact
information, and nature of problem or issue.
Build rapport and elicit problem details from service desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately
Record, track, and document the service desk request problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on
the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software,
implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Travel to branches to do onsite repairs.
Develop knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position
Two-year college diploma in a related field or equivalent combination of education, training and
experience; three (3) years’ desktop support, network support and client/server support experience
in a mid to large corporate environment.
Experience with or education in operating systems, systems software, LAN and WAN
Proven ability to deal with multiple tasks, work independently and in team environment and to
work effectively under pressure
Excellent interpersonal and communication skills
Demonstrated problem-solving ability
SALARY: $ 52,124.80 per annum (2022 Rates)
HOW TO APPLY:
E-mail your cover letter and resume, quoting the Job Posting #, to [email protected] We thank all applicants
and advise that only those selected for an interview will be contacted.
COVID-19 vaccines are a requirement of the job unless you have an exemption on a medical or other
protected ground pursuant to the Ontario Human Rights Code.
The Toronto Public Library invites applications from all qualified individuals. The Library is committed to
employment equity and diversity in the workplace and welcomes applications from visible minorities,
Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity.
Upon request, accommodation will be provided for persons with disabilities through all stages of the
recruitment and selection process.