Technical Support Officer

**Technical Support Officer - Initiatives & Opportunities (September 2024 - August 2024)** Status**: Initiatives & Opportunities (September 2024 - August 2026)

**Hours**: Monday to Friday; 35 hours/week

**Home Campus**: IAHS (hybrid work arrangements available)

**Rate of Pay**: Payband G (Start Rate: $33.55 per hour)

**Posting Date**: September 3rd, 2024

**Closing Date**: September 9th, 2024 at 7:00pm EST

Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (in the role for 6 consecutive months) and RPT employees who have passed probation at Mohawk College.

We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators, we believe it is important to act and show leadership in advancing the principles of reconciliation, equity, diversity, and inclusion in our community.

Reporting to the Manager, Academic Services and Operations, and in support of the entire School of Health, including satellite campuses, the incumbent will support the deployment and use of locally hosted technology. The role will ensure PHIPA requirements are met, and policies are in place for data handling and retention. The role is responsible for technical writing, including documenting tool configurations, tracking updating processes, and creating assets to train and guide users, working with vendors to troubleshoot issues with systems, install updates and provide communication to the supporting team.

The role serves a central communication function, liaising with the college IT department, McMaster's IT department, vendors, staff, and faculty to ensure software updates and maintenance align with all parties’ needs and continue to meet curriculum delivery requirements. Provides support to faculty and staff on School of Health specific software; supports the Simulation Team (Learning Space software, CAE devices and servers, mannequin repair); biomedical device repair, and working with the technologists, lab operations officers, IAHS operations officer and campus coordinator in developing long term replacement plans.

**What you’ll be doing**:
**Technology Support**
- Provide technical support in the use of program specific software for computer-based multimedia systems and their components, including operation of digital cameras, video cameras, audio/video, Learning Space software, monitors, LCD projectors, and other related equipment.
- Collaborate with vendors to troubleshoot technical issues or outages, ensuring prompt resolution and serving as the escalation point for complex technical issues.
- Support accreditation processes by providing documentation to programs based on reporting needs of accreditors.
- Perform other duties as assigned, leveraging expertise in system administration and technical support to drive continuous organizational improvement and innovation.
- Collaborate with cross-functional teams to develop and implement operations processes, procedures, and best practices.
- Participate in the development and maintenance of disaster recovery plans and business continuity strategies.
- Perform preventative maintenance on technological hardware such as mannequins, simulators and specialty equipment, headwalls, IV pumps, include Allied Health & Medical Imaging equipment and simulation equipment.
- Establish clear protocols on implementation of new software at the IAHS.
- Current specific software support needs include Kroll, Propel Rx, Pharmapod, GE PACs, Northeast, CAE, Point Click Care, Intelligent ultrasound systems and other new software tools implemented by the School of Health programs.

**Day-to-Day Lab Support**
- Liaise with College and/or McMaster IT departments to troubleshoot technology issues on behalf of faculty and staff.
- Provide faculty with guidance on the implementation of industry software systems in lab courses, helping to proactively identify possible issues, limitations, and complicating factors.

**Learning and Development**
- Keep abreast of the latest trends, technologies, and security threats and make recommendations to enhance the department’s security posture and operations.

**Other duties as assigned**

**What you’ll bring to the role**:

- A minimum of three-year post-secondary education in Computer Science or related field. Experience within biomedical related work is an asset.
- Minimum of three years of related work experience, preferably in a post-secondary environment or a healthcare environment.
- Practical experience with: learning technologies/design, development, delivery and evaluation of user training/consultation and client service supporting multiple levels within an organization/project management.
- Strong competency working with computers and comfortable learning new software programs.
- Previous experience and demonstrated skill working with Audio Visual Equipment.
- Prior experience with Simulation Based Technology (CAE Learning S