Yorkville University Hiring for Online IT Support Specialist at Remote Full Time

The same philosophy of personal attention that distinguishes Yorkville Education Company as a leading provider of post-secondary education also makes us an exceptional place to work. We are a modern and progressive institution that prioritizes diversity, opens doors to those often overlooked, and provides pathways to successful careers.

Yorkville Education LP launched in 2004 with a simple idea: to offer people in search of a purposeful path with the flexible, rigorous, and career-focused degrees they need to succeed. With campuses in Ontario, British Columbia and New Brunswick, we equip our online and on-campus graduates from both Yorkville University and Toronto Film School with the professional knowledge, skills and designations that employers seek out.

Every member of our team – from the President, right on down to the newest hire – shares a passion for learning, teaching, and growing, both as individuals and as a collective. While our focus remains on providing our students with transformative, accessible and flexible higher education pathways, we also nurture an inclusive, supportive, and genuinely kind work environment for our employees in three provinces and remotely.

If you want to help transform the Canadian post-secondary education landscape and shine a light on academic excellence, please join us.

Who we need

With thousands of students starting classes each term, across multiple campuses and hundreds of faculty and staff, the 24/7 availability and resilience of our network and systems are essential.

Reporting to the Senior Online Support Supervisor, we are looking for an Online IT Support Specialist. You will support all LMS functions and other tools for students, faculty, and staff. Technologies include but are not limited to the Moodle LMS; Student Information System; Zoom conferencing; and Microsoft 365. You will monitor and manage the support cases to ensure they are addressed in an appropriate and timely manner, coordinating with other departments, and logging all requests into the case management system. In addition, you will support end users through the delivery of ad-hoc training and Q&A sessions on these technologies.

This is a fully remote part-time (25 hours per week) position working 6-11 pm Eastern Standard Time, Tuesday through Saturday.

What’s in it for you

Challenges and career growth. You want to work across a broad scope, where no two days are the same. This is an opportunity to continuously learn and grow; gain exposure to a range of academic and content technologies; and to ensure access to time-sensitive, secure information on our learning management system. As part of a smaller but scaling IT team, you will gain exposure across the company, grow your skills, and give and receive mentorship. Your manager is ready to provide you with the support you need to move ahead. Future career opportunities here include advancement in Technical Support or Course Building. In addition, you will have access to free courses and programs after your first year here.

What you will do:
Respond. You will monitor and respond to support and assistance requests for LMS technologies, including logging issues via the ticket management system. You will investigate and troubleshoot questions from students, staff, and faculty.

Act as a liaison. You will monitor and manage tickets as a liaison between the requestor and other departments.

Prioritize service. You will adhere to our SLA and maintain a calm and engaging manner with users. You will provide technical support to end-users through tickets, chat, phone, and remote-assistance technology.

Teach. You will educate end-users through informal and formal means.

Collaborate. You will assist in deploying new technologies within the LMS and related systems.

What you bring:
The education and experience. You have a diploma or degree in Computer Science or a related field, combined with 3 years of work experience. You are customer-focused and solution-oriented with strong research, analytical, and problem-solving skills. You can support and troubleshoot online technology, listening to problems and explaining technological instructions with patience and empathy to nontechnical individuals. You know how to manage and prioritize workload in a busy academic environment proactively. You have exposure to a demanding, 24/7 multi-system environment and use a ticket management system.

The interpersonal skills. You have flexible and effective communications skills, with the ability to adapt to the diverse nature of your customers. You can create documentation, demonstrations, and training for users. You can foster positive relationships and work both independently and as part of a collaborative team.

The technical skills. You are proficient in all aspects of Microsoft 365, Moodle or another learning management system. You can quickly learn other software programs used in online learning and student administration.

The flexibility. You understand the demands of a support centre and you are willing and able to cover shifts on evenings, weekends, and holidays as needed. You are comfortable working in a fully remote role and adhering to Eastern Standard Time.

What does the best of all worlds mean at Yorkville Education?

An atmosphere that successfully blends an entrepreneurial culture with education. We value innovation and continuously look towards expanding our programming, working with the latest research, tools, and solutions. As a private school with government approval of our offerings, we have the opportunity to do more, stay current, and be future-forward.

The chance to accelerate your career and disrupt education by responding to the needs you see and purposefully challenging the status quo. Everything we do here is about delighting and engaging our employees – and ultimately our students – from mentorship to teaching, from creative outlets to analytical ones.

A place where all individuals feel welcomed in the academic and workplace environments and can bring their authentic selves to the educational and work spheres. We celebrate the full range of human diversity, and we acknowledge that equal access to opportunities and services may require the removal of barriers that equity-seeking communities experience in trying to obtain this access.

The opportunity to grow with access to free courses, certifications, and programs – up to and including our Masters’ offerings.

An appreciation for the insights and skills you bring to work with a competitive salary and comprehensive benefits, including a wide breadth of wellness services, and a work-life balance.

Join us

We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for, express your interest here. The campus in which this role will be based out of has a mandatory vaccine policy in place. As per this requirement, employees must attest to their vaccination status.

Diversity, equity and inclusion are critical components of life at Yorkville Education Company and we are committed to making these values an integral part of our culture. We encourage applications from all qualified applicants, including women, persons with disabilities, Black, Indigenous, and People of Colour (BIPOC), people from the Lesbian, Gay, Bisexual, Transgender, Transsexual, Queer, Questioning, Two-Spirit, Intersex, Asexual + (LGBTQ2SIA+) community, and other equity-seeking groups.

Yorkville University is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability, please notify Human Resources at 1-866- 467-0661 ext. 1236.

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