Learning Technologies Help Desk

2 weeks ago

Hamilton, Canada McMaster University Full time

**Schedule**

Monday - Friday, 8:30 a.m. to 4:30 p.m.

**Education Level**

3 year Community College diploma in Computer Science or related field.

**Career Level**

Requires a minimum of 3 years of relevant experience.

**Department, Unit or Project Description**:
The mission of the MacPherson Institute is to collaborate, enhance, support, and recognize teaching and learning experiences at McMaster. Specifically, the Institute partners with, supports, and connects diverse groups of educators by: 1) creating and delivering professional development that engages educators throughout their careers in teaching and learning in order to enhance the student learning experience; 2) facilitating curriculum development and revision that fosters continuous enhancement and engagement in learning; 3) supporting, conducting and recognizing teaching and learning scholarship that has the capacity to develop, inform, and enhance educational initiatives and student learning; and 4) encouraging and elevating the pedagogical use of educational technologies and creative solutions to enhance teaching and learning.

**Job Summary**:
**Accountabilities**:

- Provide learning technologies technical assistance to clients.
- Assist clients with course-level configuration settings, enrolment verification and student activity, content correction and access problems and errors.
- Evaluate, analyze, research and troubleshoot help and consultation requests that cannot be resolved by support staff.
- Confirm and investigate issues identified by the course request system and determine possible sources of failure.
- Test and implement new technologies, add-on systems and system updates.
- Liaise with University Technology Services (UTS) on behalf of users regarding problems related to MAC ID setup and activation issues.
- Decide whether to approve, modify or delete course requests for final processing while taking into account intellectual property rights and departmental hierarchy structures.
- Write reports and materials for submission to software vendors detailing the problem and steps to replicate.
- Create, update, evaluate, research, and modify quick help articles and videos based on evolving needs of the system.
- Use an on-line ticketing program to manage support requests and communications and to coordinate with other staff to resolve technical issues and requests. Log help desk activity via the in-house ticket system.
- Assign student assistants low-level tickets with required completion dates. Escalate complex tickets to appropriate support contact.
- Develop presentations and deliver information and training sessions to faculty, support staff and end-users.
- Conduct training, presentations and information sharing sessions related to the use of the supported learning technologies and their various tools.
- Customize training materials for specific workshop sessions. Update training materials to reflect changes in functionality and usage.
- Create eSupport resource articles and streaming video versions of workshops.
- Compose and update internal documentation such as processes, instructions, workflow and support issues.
- Develop and update programming code documentation.
- Create process documentation for technical solutions.
- Gather and compile data on persistent performance issues and identify patterns that require review.
- Schedule student staff shifts and monitor attendance.
- Remain current with frequent changes to new learning and information technologies.
- Keep abreast of online communities of practice such as listservs and vendor related forums in order to assist in resolving technical problems.

**Supervision**:
Ensures adherence to quality standards and procedures for short-term staff. Occasionally provides orientation and shows procedures to others.

**Requirements**:
**Education**:3 year Community College diploma in Computer Science or related field.

**Experience**:Requires 3 years of relevant experience.

**Assets**:

- _Experience developing and delivering training materials._
- _Experience with client support tools._

**How To Apply**

**Employment Equity Statement**

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

Job applicants requiring accommodation to participate in the hiring process should contact:

- Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
- Faculty of Health Sciences HR Office at ext. 22207, or
- School of Graduate Studies at ext. 23679

to communicate accommodation needs.

**V

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