Technical Support Officer
Status: Full Time
Hours: Monday – Friday, 35 hours/week
Home Campus: IAHS (hybrid work arrangements available)
Rate of Pay: Payband G (Start Rate: $34.60 per hour)
Vacancy Status: 1 vacancy available
Posting Date: June 16th, 2026
Closing Date: June 22nd, 2026 at 7:00pm EST
Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (6 consecutive months in Appendix D status) 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.
Job Summary
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. 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
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Implementation, configuration, and maintenance of program specific applications, emphasizing functional design, complex configurations, adherence to change control processes.
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Act as the technical contact for changes or integrations required for applications.
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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.
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Support the IT service team in managing, configuring, and maintaining identity and access management (IAM) for our IT-managed applications, ensuring secure access and compliance with security policies.
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Collaborate with vendors to troubleshoot technical issues or outages, ensuring prompt resolution and serving as the escalation point for complex technical issues.
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Work closely with IT administrators and integration teams to ensure seamless integration and optimize the performance of business applications, overseeing data and application integrations.
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Support accreditation processes by providing documentation to programs based on reporting needs of accreditors.
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Report on security policy non-compliance, addressing user access and roles, data compromise, and other related issues for the specified applications.
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Perform other duties as assigned, leveraging expertise in system administration and technical support to drive continuous organizational improvement and innovation.
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Collaborate with cross-functional teams to develop and implement operations processes, procedures, and best practices.
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Participate in the development and maintenance of disaster recovery plans and business continuity strategies.
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Perform preventative maintenance on technological hardware such as mannequins, simulators and specialty equipment, headwalls, IV pumps, include Allied Health & MI equipment.
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Current specific software support needs include Kroll, Propel Rx, Pharmapod, GE PACs, Northeast, CAE, Point Click Care, and other new software tools implemented by the School of Health programs.
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Establish clear protocols on implementation of new software at the IAHS.
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Engage College IT department (EUC and Server Team) in all software purchase and evaluation process.
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Document justification for software set up and save shared drive (separate from IT’s installation documentation).
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Work with the operations team to keep records of software payments.
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Identify faculty lead(s) and other responsible roles/individuals, and provide hours/funding.
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Create and maintain a database that includes a list of all active software licenses in the School of Health to reduce duplicate spending and encourage collaboration across program areas.
Day to Day Lab Support
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Work with faculty and staff to understand how applications are used in a given program, how these tools fit into the broader curriculum or profession, and what the overall goals are in deploying these systems in the program.
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First point of contact for faculty and staff needing support and troubleshooting for program-specific software applications.
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Liaise with College and/or McMaster IT departments to troubleshoot technology issues on behalf of faculty and staff.
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Represent the curriculum and course delivery needs of the academic programs in discussions with College, McMaster, and vendor IT teams around the implementation or updates to software applications.
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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
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Keep abreast of the latest trends, technologies, and security threats and make recommendations to enhance the department’s security posture and operations.
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Maintain accurate and complete documentation of all application configurations, procedures, and support processes, establishing a knowledge base for applications and associated processes.
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Support in the training of faculty and staff on program specific software applications
Other duties as assigned.
What you’ll bring to the role:
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A minimum of three-year post-secondary education in Computer Science or related field.
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Minimum of three years of related work experience, preferably in a post-secondary environment or a healthcare environment.
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Strong competency working with computers and comfortable learning new software programs.
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Previous experience and demonstrated skill working with Audio Visual Equipment.
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Prior experience with Simulation Based Technology (CAE Learning Space, Laerdal Leap) considered an asset.
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Practical experience with learning technologies, design, development, delivery and evaluation of user training, consultation and client service supporting multiple levels within an organization, and project management.
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Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility.
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The ability to communicate and work effectively with diverse students, employees, and communities.
What we offer:
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Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
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93% top up of maternity and parental leave pay for 52 weeks.
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Progressive vacation plan starting with 15 vacation days plus annual holiday closure.
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Access to Employee Family Assistance Program including counselling services, financial literacy services, nutrition advice and more.
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Comprehensive benefits package including health, dental, vision, paramedical services (massage therapy, acupuncture, naturopath, psychotherapy and psychology), short-term and long-term disability.
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Ability to take courses at a reduced rate for employees and dependents.
To find out more about working at Mohawk College, including our Employee Value Proposition, please visit https://www.mohawkcollege.ca/about-mohawk/careers-at-mohawk
We are committed to reconciliation and nurturing an inclusive, diverse, equitable, and accessible (IDEA) environment for everyone who learns and works at Mohawk College. We welcome applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas.
The College is committed to fostering inclusive and barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please contact Human Resources.
To learn more about Mohawk College’s commitments, please visit the Mohawk College strategic plan webpage: https://www.strategicplan.mohawkcollege.ca/
