Medical Education Help Desk Coordinator

Job title: Medical Education Help Desk Coordinator

Job description: Date Posted: 07/12/2022
Req ID: 25812
Faculty/Division: Temerty Faculty of Medicine
Department: Postgraduate Medical Education
Campus: St. George (Downtown Toronto)
Position Number: 00036149

Description:

About us:

Home to over 40 departments and institutes, the University of Toronto’s Faculty of Medicine lies at the heart of the Toronto Academic Health Science Network and is a global leader in ground-breaking research and education, spanning clinical medicine, basic science and the rehabilitation sciences sectors.

Your opportunity:

The Department of Postgraduate Medical Education (PGME) offers a collaborative professional learning environment dedicated to supporting learners, faculty and staff. We offer a respectful team-oriented culture and value the dedication and innovation of all staff who contribute to our mission. We believe in ongoing improvement and innovation and promote a strong commitment to work-life balance among our employees.

As Medical Education Help Desk Coordinator, you will provide front line customer service to our postgraduate medical education community as they interact with our primary online system for the purposes of registration, assessment, evaluation and scheduling. The user base of the Postgraduate Web Evaluation and Registration (POWER) system, includes over 8,000 University and hospital employees, administrative staff, physicians, and learners – clinical fellows and medical residents. Serving as an integral team member of our Policy, Analysis and Systems Unit, you will support and troubleshoot problems related to POWER, and assist with identification, planning and implementation of newenhancements and in the development of long-term plans regarding Information Technology for PGME and all systems usage.

Your responsibilities will include:

• Responding to end-user service requests in a timely manner and resolving issues and escalating problems as required
• Providing detailed explanations on computing procedures
• Applying established standards when resolving routine and documented end-user issues
• Following-up with end-users on outstanding technical issues
• Serving as a technical resource on hardware and software related issues
• Training end-users on procedures and IT systems in group and individual settings
• Drafting and editing training content and supporting documentation

Essential Qualifications:

• Bachelor’s Degree or acceptable combination of equivalent experience
• Minimum three years working with and supporting a registration and evaluation system
• Experience serving as a primary point of contact, managing and troubleshooting customer service requests
• Demonstrated experience developing and delivering in-person and web-based training and providing comprehensive support to end-users
• Experience managing data and generating reports
• Advanced technical skills, including proficiency with MS Office Suite and comparable registration and evaluation systems
• Excellent problem solving and communication skills
• Ability to work effectively in a team environment and interact with a wide range of stakeholders
• Relentless attention to detail and accuracy is imperative
• Strong commitment to customer service excellence
• Ability to learn, understand, and apply new technologies
• High degree of initiative

Assets (Nonessential):

• Experience working with POWER system preferred
• Exposure to help desk software

To be successful in this role you will be:

• Communicator
• Meticulous
• Patient
• Problem solver

Closing Date: 07/20/2022, 11:59PM ET
Employee Group: USW
Appointment Type: Budget – Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 — $60,006 with an annual step progression to a maximum of $76,739. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Amanda Di Fonzo

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact .

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