Lead, Technical Support

Overview

Should the successful applicant be a Unifor Unit 1 bargaining unit member, who meets the eligibility conditions of Article 19.02 of the Unifor Unit 1 Collective Agreement, then the Limited Term Assignment will be defined as a Career Growth Opportunity in accordance with Article 19 of the Unifor Local 5555 Unit 1 Collective Agreement.

OnSPARK (https : / / onspark.ca / ) is a health data platform that undertakes research in support of quality improvement and innovation across the long-term care (LTC) sector in Ontario. Operating in close collaboration with health system, government and academic partners, OnSPARK securely integrates and curates real-world data from LTC homes to enable high-impact, evidence-informed and (especially) sector-relevant research involving both de-identified and PHIPA-sensitive data.

The Lead Technical Support position works within CSU and supports the OnSPARK Data Platform, playing an essential role in ensuring smooth and secure day-to-day operations. Main responsibilities : i) providing technical / compute environment compliance leadership for the secure operation of the Platform in accord with McMaster institutional cybersecurity policies, the Personal Health Information Protection Act (PHIPA, 2004), Research Ethics Board requirements, OnSPARK’s Data Governance Framework and other relevant policies / regulations; and ii) leading / managing technical aspects of the OnSPARK platform operations and projects.

This role requires an interest in data security, strong technical troubleshooting skills, good communication skills, and the ability to work in a fast-paced, collaborative environment. The Lead Technical Support position is integral to maintaining a secure, reliable and efficient compute environment for OnSPARK projects.

The Lead Technical Support provides Level II technical support with respect to software applications and hardware. Responsible for investigating moderate and complex issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. Leads project implementation including defining the project, monitoring progress, and planning the required sequence of activities. Provides supervision to a team of Level II technical support staff.

• Establish, cultivate, and maintain client and vendor relationships.
• Manage the operation of the technical support pool.
• Participate in the preparation and forecasting of departmental budgets.
• Plan and coordinate a variety of events and activities.
• Act as an on-site project manager, responsible for managing projects from inception to completion.
• Plan and establish project framework and identify project milestones to ensure the project is completed according to project specifications and within specified timelines.
• Lead, plan, and participate in various projects.
• Manage campus-wide systems such as the antivirus server, corporate calendar, and the incident management system.
• Conduct complex in-depth troubleshooting of various software packages.
• Debug in-house customized applications and vendor products.
• Liaise with product vendors to facilitate problem resolution.
• Program code modifications for problem resolution.
• Negotiate and manage vendor contracts.
• Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or expected information system behaviour.
• Combine investigative, analytical, and design skills with knowledge of hardware and software applications and technology.
• Provide technical expertise and functional support for software and hardware package implementations to meet business requirements.
• Analyze and evaluate the impact of application enhancements.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.
• Carry out investigative work on a variety of requirements, information flow, and processes.
• Elicit additional information from users to accurately diagnose problems.
• Implement non-standard solutions and work-arounds.
• Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
• Review and assess systems and software production quality management against established standards.
• Evaluate hardware, software, and transmission service alternatives as business requirements change.
• Demonstrate innovation in applying knowledge to non-standard situations.
• Localize and rectify faults in network connectivity and applications and respond to non-routine user problems.
• Analyze, examine, and validate processes.
• Interpret technical and procedure manuals for non-technical users.
• Set priorities for problem resolution, monitor progress, and apply the appropriate escalation procedures.
• Train clients in the use of applications and computer systems.
• Provide detailed technical advice and guidance to users, clients, and staff.
• Produce technical and descriptive documentation.
• Investigate means to improve service levels given technology trends.
• Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.
• Research, evaluate, and recommend new products and upgrades.
• Remain current with frequent advances in the field of information technology.
• Plan, schedule, and monitor own work within short time horizons.
• Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
• Understand and use appropriate methods, tools, and applications to complete work tasks.
• Demonstrate a rational and organized approach to work and identify development opportunities.
• Absorb technical information when it is presented systematically and apply it effectively.
• Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
• Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
• Follow service practices that meet customers’ and University needs.
• Interact with others in a way that gives them confidence in one’s intentions and those of the University.
• Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
• Perform a range of varied work activities in a variety of structured environments.
• Successfully engage in multiple initiatives simultaneously.
• Apply and enforce department change control policies and procedures.
• Supervise and direct the activities of 1 to 4 continuing employees.

Additional requirements

How To Apply

To apply for this job, please submit your application online.

Hybrid Work Language

To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.

AI Statement

McMaster and its third-party partners may use AI tools to screen, assess, or select applicants during the hiring process. Please note that currently our recruitment platform does not use AI nor is it part of our current recommended recruitment process.

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