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Technical Support Specialist

Date: September, 2016
Reports to (Job Title): Manager, Wellness Administration
Jobs Reporting (Job Titles): None
Department: Campus Wellness


Main Campus


35 hr/wk

Primary Purpose

The Campus Wellness Administration team serves the University of Waterloo community by supporting Health Services and Counselling and Psychological Services with effective, efficient, collaborative, client-focused administrative service.


The Technical Support Specialist is accountable to the Manager, Wellness Administration to optimize the use of technology within Campus Wellness, to facilitate development and implementation of new technologies to improve efficiency, connectivity, and communication in all areas of Campus Wellness. The Technical Support Specialist is responsible for a broad range of computing leadership and support in the following areas: enterprise systems, end-user support and training, computer hardware, web applications, and desktop computing environment.

Key Accountabilities:


Enterprise systems – all specialized purchased software systems

  • coordinate and manage ongoing administration, internal training, expert level functional system support of enterprise projects
  • serve as the functional administrator for the electronic health record system
  • provide direct system functional leadership including the configuration, implementation and enhancements of enterprise systems, working with Information Systems and Technology (IST)
  • provide direct ongoing administration of other enterprise systems (e.g. Penelope, Titanium, ClinicConnect, UpToDate)



Inter-Departmental Representation

  • serve as the main point of contact for IST operational support and project work
  • serve as representative on cross-functional committees and IST initiatives affecting Campus Wellness
  • develop and maintain robust communication channels with relevant groups on and off campus, including University of Waterloo Finance, Ministry of Health financial website portal




  • develop, design and implement training systems for enterprise software systems for all Campus Wellness stakeholders (clinical and administrative staff)
  • with the goal of standardization, provide continuity, orientation and relevant in-depth training for all existing and new Campus Wellness staff members pertaining to the Electronic Health Record system.


Business Case Development for Electronic Health Record System

  • provide coordination within a cross-functional team to develop business case based on best practices, act as primary resource and liaison to IST Enterprise group
  • consult with stakeholders and external providers for research, analysis, requirements validation and identification of potential risks and optimization of system options
  • develop documents, including process diagrams, to validate analysis and confirm stakeholder requirements
  • lead implementation phase and initial roll-out once decision has been made
  • post-implementation, directly manage ongoing maintenance and system administration



First-Tier Technology Support

  • liaise with IST Client Services Representative to ensure ongoing function of 150+ desktops, including associated peripherals (scanners, printers, etc.)
  • maintain rigorous ticket system, tracking all issues, resolution and feedback
  • manage and troubleshoot remote access to Electronic Health Record system
  • immediately assess and solve users’ computer-related problems in all Campus Wellness venues, including liaising with computer support personnel in satellite venues
  • anticipate and recommend technology solutions to creatively solve business issues and support client-focused service, given anticipated growth
  • provide or coordinate technical support for Campus Wellness events


Position Requirements


minimum of Bachelor’s degree in business, computer science, or related field, or equivalent education / experience.


previous experience in a health-related environment would be beneficial. Five to seven years’ total experience in the following areas, ideally in a post-secondary context.:




Excellent leadership skills, including:


MS Word Excel PowerPoint Other
Intermediate Intermediate Intermediate

Beneficial: extensive / advanced / expert knowledge of:

- an electronic health records system

Nature and Scope

Interpersonal Skills:


Internal and External Contacts



All Campus Wellness clinical and administrative staff



Enterprise systems technical personnel, IST, faculty technical teams, software vendors


Level of Responsibility:

Problem Solving

The Technical Support Specialist anticipates and recommends technological solutions to business issues, including research of health care industry standard software or hardware.

Level of Responsibility

Responsible for smooth operation in all areas of Campus Wellness which are dependent on technology.


Decision-Making Authority:

Determine and coordinate the optimal course of action to solve day-to-day problems, including hardware and software issues; anticipate and make decisions related to long-term issues.

Physical and Sensory Demands:

Possibility for multiple interruptions and competing priorities on a daily basis.  Flexibility and responsiveness to a variety of administrative and clinical staff regarding day-to-day and long-term issues are required. Ample opportunity for movement within various areas in at least two on-campus buildings where Wellness services are delivered. Requires moderate physical demands, including frequent access to equipment, under desks, lifting and moving equipment and materials between / within buildings.

Working Environment:

Exposure to regular disagreeable conditions typical of a trouble-shooting support position. Stress and pressure associated with this level of position, including the on-going pressure of ensuring that all systems are functional at all times, due to high volume of clients (e.g. in one clinical area, staff income is dependent on a functioning system).


Located indoors in comfortable, fast-paced office environments populated by clinical, administrative staff, as well as clients (University of Waterloo students, staff and faculty and their families). There may be unusual hours or schedules, multiple and/or tight deadlines beyond one’s control and constant interruptions (e.g. phone calls, e-mails, unplanned but urgent support requests, varying student volumes at different times of year).