University of Calgary
UofC Navigation
Share this Job:

Technical Helpdesk Support, Clinical Research Unit, Cumming School of Medicine

Job ID: 16148

Updated: August 9, 2018

Location: Foothills Campus

Position Overview

The Clinical Research Unit in the Cumming School of Medicine invites applications for a Technical Helpdesk Support. This Full-time Fixed Term position is for approximately 12 months (based on length of grant funding), with the possibility of extension.

This position reports to the Manager, Project Services.

The Technical Helpdesk Support position is to provide customer support and respond to service desk requests that come to the Clinical Research Unit. This includes, but is not limited to, technical support, bug tickets, support calls, as well as running reports.

There will be peak periods during the year that are stressful due to overlapping deadlines and shifting priorities.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Act as the first level of support between the Clinical Research Unit and customers
  • Provide technical helpdesk support and incident reporting
  • Provide timely answers to customer inquiries
  • Run database reports and communicate results with customers
  • Conduct root cause analyses on support issues
  • Escalate issues as required to appropriate CRU teams
  • Ensure Quality Assurance and other CRU processes are being followed
  • Facilitate data extraction transformation and load processes to support application change
  • Manage time effectively and ensure PI/Managers are kept informed of activities and progress of work
  • Establish and maintain effective, productive relationships with staff, peers, immediate supervisor and senior management and with the campus community
  • Demonstrate strong communication, team and customer service skills, and an ability to exercise judgment within established guidelines
  • Show understanding of safety codes, standards, and systems related to specialization

Qualifications / Requirements:

  • College or University Degree in Computer science or Diploma / certificate in Software/Application Development
  • 0 to 2 years of experience in providing technical customer support
  • 0 to 2 years of experience in supporting Software Applications
  • 0 to 2 years of experience in supporting and running reports on Datase Platforms (MySQL/MariaDB, PostgreSQL, MS SQL Server, SQLite, Oracle, etc.)
  • Critical thinking and problem solving skills with the ability to exercise sound judgment and make solid recommendations
  • Strong documentation skills
  • Experience with clinical research data platforms a benefit (REDCap, iDataFax, OpenClinica)
  • Prioritize, organize and perform multiple assignments simultaneously with changing priorities and tight time frames
  • Effective interpersonal, written and oral communication, and presentation skills
  • A self-starter with superior technical and organizational skills with a commitment to accuracy and attention to detail
  • Proven track record of demonstrating initiative, reliability, productivity and multitasking
  • Must be open to learning and development, and be willing to accept new challenges and assignments
  • Demonstrated strong communication, team and customer service skills, and an ability to exercise judgment within established guidelines
  • Knowledge of University core business systems is desirable
  • A positive attitude and the ability to work independently and as part of a team are critical to success

Application Deadline:  August 30, 2018

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase I.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website. For more information about the Cumming School of Medicine visit Careers in the Cumming School of Medicine.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


Need help?

View our Application FAQs for answers to common questions regarding the application and selection process.