IT Support Officer

Job Description

Job Description

Job Description

About IBU

International Business University (IBU) stands as Ontario's first independent not-for-profit university. Having received Ministerial consent for full accreditation in 2020 and DLI approval in 2023, IBU is Ontario's only not-for-profit independent University. Our foundation draws inspiration from the world's most esteemed independent universities, creating a 'next generation' model characterized by innovation, agility, and responsiveness. IBU is focused on being a truly student-centric, industry-aligned university, executing the best practices of today to build the future talent relevance of tomorrow. IBU is committed to curricula and learning experiences that seamlessly blend rigorous academic preparation with practical skill development, reflecting emerging technologies, evolving societal needs, and the future demands of the global workforce.

Job Title: IT Support Officer

Term: Full-time, Indefinite (40 hours/week)

Department: IT

Reports to: Director of IT

Location: Toronto, Ontario

The IT Support Officer will be responsible for the planning and delivery of student, faculty, and employee IT support services, managing support staff and providing high quality customer service. The successful candidate will be responsible for providing services such as installation, consultation, troubleshooting, user assistance and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking IT case; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Reporting to the IT Director, the successful candidate will be required to perform the following job duties including but not limited to:

• Design and implement IT service and helpdesk platform based on ITIL frameworks, enable the IT service level agreement to meet our customer and students' expectations.
• Lead the Tier 1 IT co-op support to provide the end-users service on hardware and software systems.
• Resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
• Provide guidance and explain policies and procedures to end-users.
• Assist users in obtaining access to systems.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.

Qualifications:

The successful candidate shall possess the following skills:

• Proficient in the following software
• Microsoft Windows 10 & 11 / MacOS
• Microsoft Office 365
• Salesforce Service Cloud or/and Jira Service Management, Freshworks
• Canvas LMS
• McGraw Hill Connect
• Proficient in the following hardware:
• Lenovo ThinkPad / ThinkCentre / MacBook
• Cisco Meraki
• Video and Audio Devices
• MFP (Multi-functional Printer)
• Projector
• Cabling

The successful candidate shall possess the following qualifications:

• Bachelor's Degree and/or college diploma in Information Technology or related field.
• Minimum of three (3) years related experience in IT or related field (required).
• Strong communication skills.
• Adept at problem-solving.
• Well-developed decision making, prioritization and problem-solving skills.

Application Packages should contain the following:

• A cover letter
• A current CV

Note: Application materials should be submitted as a single combined PDF file, with a file name that identifies the applicant.

All applications must be submitted electronically to careers@ibu.ca. Applications received by 4:00 pm EST December 20, 2025 will be assured of consideration, though the posting remains open until the position is filled. The position is subject to budgetary approval. Any questions may be sent to careers@ibu.ca

To support the overall well-being and success of our employees, the organization provides a comprehensive total rewards package which includes:

• 100% employer paid extended Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Life, AD&D, and Long-Term Disability Insurance
• Competitive paid time off, starting at 3 weeks
• Tuition reimbursement
• Access to preferred corporate membership rates with GoodLife Fitness
• Engaging employee appreciation and community-building events throughout the year

This position is based in a hybrid work arrangement, with employees working on-site four (4) days per week and the option to work remotely one (1) day per week, based on business needs. Employees will be required to come on-site as needed and are expected to reside in Ontario and within a reasonable commuting distance of the office.

All applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process, artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

Vega/IBU values and embraces Diversity, Equality, Inclusion, and Accessibility as fundamental to our mission to educate students for career success in the business world today. Our desire is to ensure that our institution is a welcoming, inclusive, respectful, and safe environment for everyone. We are dedicated to fostering diversity and inclusivity within our community and are an equal-opportunity employer. We invite and encourage applications from all qualified individuals who would contribute to the further diversification of our Institution, including equity-deserving groups that are traditionally underrepresented in employment (Indigenous peoples, racialized persons, women, persons with disabilities, and 2SLGBTQQIPA+ persons). If you require an accommodation during the recruitment process, please contact Human Resources at humanresources@ibu.ca.