Sheridan College

Tier 1 IT Support Analyst

Job Description

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Employee Group: Support Staff
Faculty/Department: Information Technology 
Campus: Davis (May be assigned activity at any Sheridan campus)
Reference Number: 17/S/105
Payband: H
Hourly Range: $30.60 - $35.53
Hours/Week: 40 hours
Hours: 2:00pm – 11:00pm
Application Deadline: Open until filled
Application Details: Position is subject to shift premium, as per article 7.5. Position is being reposted to consider external applicants. 



Reporting to the Manager, Campus IT, the incumbent provides first level technical and customer service assistance in a tiered support model. The incumbent is responsible for: providing IT support at the Campus IT counter for walk-in students, employees, guests and visitors; performing initial troubleshooting of IT incidents for the Sheridan community; handling IT Service Desk phone calls as per the skill based  call routing; providing support to all teaching spaces as it relates to IT, Audio Visual and conferencing aspects; providing desk-side assistance to all Sheridan employees as it relates to IT, Audio Visual and conferencing components; supporting all IT services as documented in the IT Service Catalogue; providing assistance and support for IT related issues as guided by more senior IT staff.


Specific Responsibilities Include:

  • Consulting with IT Service owners to ensure accurate, timely service provision in accordance with the established service level agreements;
  • Participating in defining, designing and documenting new services and the service levels;
  • Maintaining expertise of all services listed in the IT Service Catalogue and process of fulfilling them;
  • Providing advice to Sheridan customers on a wide variety of technology and software;
  • Performing technology inventory and working with the Technology Assets and Business Management (TABM) department to reconcile and account for any discrepancies or missing equipment;
  • Triaging and troubleshooting software, hardware, server and network issues;
  • Performing first call resolution and aiming to fix issues without escalating to the next level;
  • Communicating resolution of the problem performed by other IT experts directly to customers in a timely and accurate manner following the established service level agreements and processes;
  • Investigating, providing and documenting workarounds for newly discovered incidents;
  • Participating in Feasibility studies to explore the suitability of a certain technology in Sheridan’s environment in collaboration with cross functional teams;
  • Developing, maintaining and sharing technical skills in a rapidly changing environment, including researching new products and tools, reading technical journals and attending webinars;
  • Carrying out training to users in various settings using remote control tools, in class sessions, presentations, open houses, IT Huddle series, etc.;
  • Performing other related duties as assigned.



The successful candidate must possess a 3 year diploma/degree in Computer Science or other technology or IT Service related field, along with a minimum 2 years of experience working in a variety of IT areas including IT service provision, telephony, server maintenance, business analysis and project management (or an equivalent combination or relevant education and experience). The candidate must have basic network understanding to expertly perform the generalist’s role on a level 1 support matrix. Both the CompTIA A+ certification and the ITIL Foundation certification are required for this position.  MCSA and/or MCITP certifications will be considered an asset.   Knowledge of technological trends and their use cases pertaining to the wide variety of audience is necessary.  Excellent listening, oral and written communication and analytical skills are necessary along with the ability to multi-task effectively and work well as a team member and independently.  The successful candidate must have superb customer relations aptitude and demonstrated customer focused attitude, must be able to work well in stressful environments and work effectively with customers to achieve suitable solutions for all parties.


Please apply online:


Sheridan welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Sheridan is committed to accommodating applicants with disabilities throughout the hiring process.  At any stage of the hiring process, Human Resources will work with applicants requesting accommodation.


Note: Copies of educational credentials are requested at the time of an interview. As a condition of employment, Sheridan requires confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency.


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