Technician - Help Desk - Appendix D/Temporary Assignment (November 2025 - June 2026)
Status: Appendix D/Temporary Assignment (November 2025 - June 2026)
Hours: Monday - Friday, 37.5 hours/week
Home Campus: Fennell (fully on-site)
Rate of Pay: Payband G (Start Rate: $33.55 per hour, plus 8% in lieu of vacation and benefits)
Posting Date: October 28th, 2025
Closing Date: November 3rd, 2025 at 7:00 pm EST
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
This position provides front-line/ tier 1 technical support and assistance to academic and administrative computer Clients (client refers to the students, academic staff, support staff, administrative staff and non-College delegates). By reducing the "downtime" associated with computer and network failure, the incumbent provides an essential service to the College, directly supporting classroom instruction in the computer laboratories and enhancing the productivity of administrative staff by providing information technology tools and support.
The position requires rotation between the call centre, field services and the help desk. The position also requires rotation between the various campuses every few months. The incumbent will also be required to travel between campuses frequently.
What you'll be doing:
Problem Determination and Resolution
This tier one routine support is governed by procedural documents available to all IT Service Desk staff.
Responds to and resolves IT Service Desk work orders.
Diagnoses hardware or software problems on computer workstations and peripherals.
Resolves problems with disk drives, peripherals, network connections, etc
Submits problem reports to hardware vendors for warranty repairs and ensures that warranty repairs are performed satisfactorily.
Maintains work logs in the IT Service Desk database.
Workstation Installs
Physically installs, sets up and secures computer workstations in classrooms, labs and employees offices.
Installs components, loads software images, performs local software installations, connects and tests peripherals, performs required troubleshooting.
Tests, installs and configures software on academic and administrative workstations.
Sets up email accounts and internet browsers, productivity or instructional software.
Computer Workstation Networking
Installs, tests and troubleshoots computer workstation network hardware and software such as network interface adapters.
Connects temporary switches for rebuild process.
User Support
Provides telephone support to clients.
Provides backup to departmental end user support personnel.
Works to resolve problems relating to the access, configuration or proper operation of computer hardware, software and portable telecommunications devices.
Adheres to standards of customer service, as defined by the manager, it service desk.
Audio Visual
Provides the frontline service for instructors in classrooms when problems arise with audio visual (A/V) equipment and demonstrates and instructs clients on the use of data video projectors, digital video cameras, all-in-one computer A/V carts and other A/V equipment.
Maintains an inventory of A/V equipment and provides the equipment on loan to clients.
Sets up and tears down of Public Address (PA)/AV systems for special events.
Server/Account Administration
Under the direction of the server group, or the assigned Lead or Supervisor
Adds Personal Computers (pcs) to the domain and resets passwords.
Other duties as assigned.
What you'll bring to the role:
A minimum of three-year post-secondary education in Computer Studies, Information Technology or a related field; or equivalent combination of education and experience.
Minimum of three years relevant experience in technical support in a large-scale, multi-user networked environment.
Mac Training: Apple Certified Helpdesk Specialist Certification
Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility.
The ability to communicate and work effectively with diverse students, employees, and communities.
What we offer:
Opportunity to gain experience and build relationships at a Hamilton/Niagara Top Employer.
Access to professional development opportunities.
Option to enroll in Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
Discounted rate for full-service athletic facility and instructor-led classes.
Opportunities to engage in wellness events and activities.
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/
