Program Support Officer

Mohawk College; Hamilton; Hybrid; CAD 34,000 - 48,000; Full time

Benefits offered by this job

Pension (CAAT)

Vacation days

Employee Assistance Program

Course discounts

Job summary

Mohawk College, Hamilton, is seeking an Administrative Support—Nursing School — to provide front-line customer service to students, faculty and staff within a busy educational setting.

The role requires a 2-year post-secondary diploma and 3 years of related experience, with proficiency in Microsoft Office and college information systems. Hybrid work arrangements are available; starting pay is Payband E at $29.83/hour.

Qualifications

• Two-year post-secondary diploma in Business/Office Administration or equivalent.
• Three years of practical experience in an educational environment with strong customer service.
• Proficiency with Microsoft Office and college information systems (Banner/ART, etc.).
• Demonstrated commitment to equity, diversity and inclusion and working with diverse groups.
• Ability to communicate effectively with students, staff and external stakeholders.

Responsibilities

• Provide front-line customer service to students, faculty and staff.
• Coordinate room bookings, AV equipment, and departmental scheduling needs.
• Assist with academic processes, correspondence and onboarding.
• Liaise between faculty and students to triage inquiries and referrals to services.
• Maintain confidential student records and distribute department forms.
• Utilize Mohawk college systems (Banner, FAST Suite, ART, SCT Banner) for daily tasks.
• Support with special projects, meetings, and department communications.

Skills

Customer service

Interpersonal skills

Problem solving

Multitasking

Education

Post-secondary diploma in Business/Office Administration

Tools

Banner

FAST Suite

Virtual DCT

Academic Reporting Tool

COMMS

EOIS

MyMohawk mail and groups

SCT Banner

Job description

Status: Full Time

Hours: Monday – Friday, 35 hours/week

Home Campus: IAHS (hybrid work arrangements available)

Rate of Pay: Payband E (Start Rate: $29.83 per hour)

Vacancy Status: 1 vacancy available

Posting Date: August 12th, 2026

Closing Date: August 18th, 2026 at 7:00pm EST

Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (6 consecutive months in Appendix D status) and RPT employees who have passed probation at Mohawk College.

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 administrative support to all programs in the School of Nursing.

The incumbent provides front line customer service to students, faculty, and staff, Advisory Committee members, and general public inquiries. The incumbent must be able to function at a level that requires independent problem-solving and decision-making skills in the execution of the various and complex activities and issues.

(*) As of August, 2011. Mohawk College reserves the right to increase or decrease the amount and type of programs to serve community needs better. Therefore, position descriptions may need to be updated, accordingly.

What You’ll Be Doing

Customer Service

• Provides information and general advice to students, staff and faculty regarding college procedures, office procedures, exemptions, appeals, academic dates and referring to services offered through Mohawk College (i.e. Counselling / ALS / HR / Payroll/SSA etc.).
• Posts in person class cancellation notices when faculty are off ill
• Provides course outlines requested by former students or other institutions through electronic mail and in person, as requested.
• Liaises between faculty and students, providing front line service in order to handle inquiries from students.
• Directs students to appropriate services (ie. Counselling, tutoring, SSA).
• Books rooms on behalf of any departmental staff member – spot bookings/specialty lab bookings.
• Helps organize activities that promote student success (ie. Booking of study rooms around exam times, math tutors to be available in library before math tests, mindfulness sessions, etc).
• Answers and forwards departmental emails including but not limited to credit transfer emails.
• Assists faculty with any classroom concerns by triaging and reaching out to college departments for a remedy on staff’s behalf.
• Books/signs out AV equipment – following up with requester if item is not returned.
• Uses internal software programs, Banner, FAST Suite, Virtual DCT, Academic Reporting Tool, COMMS, EOIS.
• Arranges guest parking, guest speaker letters, rooms etc. For department staff.
• Assists with orientating new staff - access to classes/offices/setting up computer/printer/troubleshooting and guiding to other staff members if question is outside scope (payroll/timesheets/elearn).

Academic Tasks

• Provides nursing and PSW program specific information to students such as student onboarding, program progression, program return, program pathways options and bridging programs – refer students to SSA and program coordinator as required.
• Composes internal and external correspondence as directed by manager, Dean, AD, or AAD, i.e, completion letters.
• Organizes, prepares and revises academic related information for distribution; providing student list to nurseachieve rep.
• Distributes of incomplete profiles, grade change forms, and other departmental forms while maintaining the confidentially of individual student records, personal student and faculty information and financial information for the department.
• Prepares and mails letters of academic offences according to college policies.
• Ensures student appeals are processed in accordance with policy directives.
• Assists faculty with departmental textbook orders, custom courseware and obtaining desk copies from publishers.
• Produces and edits manuals for the department under direction of supervisor.
• Provides feedback and possible solutions to the Operations Manager and Associate Dean regarding refining work methods and techniques to improve accuracy and efficiency within the department and maintaining a high level of customer service.
• Assists with placement: PN return process, incomplete NAR, late registration, registration fees, accessibility letters from ALS, access cards, car pools, EPIC registration, affiliation agreements.
• Invigilator organization – gather invigilator requirements for department, use current list of staff, determine if more staff are needed and loop in Operations Manager, create contracts, support with timesheet entry.
• Compiles and organizes necessary data on behalf of the Operations Manager and/or Associate Dean for special projects, funding proposals, research, newsletters etc.
• Assists students with registering and adding/dropping courses within the first 10 days of each semester.
• Assists with special project/funding reporting/tracking requirements.
• Take minutes at class rep meetings.

College Promotion

• Organizes all aspects of college and departmental events such as Program Career Launch, Open House, Pinning ceremony etc.
• Organizes all aspects of departmental meetings, such as program advisory committee, faculty, coordinator, staff etc. Including taking and distributing of minutes where required and related correspondence, and updating membership lists.
• Reviews website to ensure content is current – recommends new changes and updates website in a timely manner or escalates to Marketing to be updated.
• Provides assistance with calendar pages, program pages, marketing materials, coordinating updates and reviewing for accuracy.
• Assisting faculty with activities associated with start-up each semester.

General Office Duties

• Orders and ensure stock of office supplies for support and faculty as well as academic forms (i.e. Scantrons etc.) Maintaining appropriate levels of office supplies and ensuring all equipment is in working order.
• Troubleshoots and arranges for maintenance and installation of departmental office equipment and photocopiers.
• Distributes and retrieves mail and printing to any staff requested in the school once per day, or increased during high traffic times.
• Ensures phone lists/contact sheets are kept up to date – request card access / keys for departmental staff/printer access.
• Distribute mail to staff in the department.

Other Duties As Assigned.

What you’ll bring to the role:

• A minimum of 2-year post-secondary diploma in Business/Office Administration, or related field; equivalent combination of education and experience.
• Three years of practical and related experience in an educational environment where there is a strong emphasis on interpersonal skill and customer service, preferably a post-secondary setting.
• Knowledge of Microsoft office products is essential, including Access, Word, Excel, PowerPoint. Familiarity with Mohawk College programs is desirable; including, MyMohawk mail and groups, Fast Suite, ART, SCT Banner.
• 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

• Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
• 93% top up of maternity and parental leave pay for 52 weeks.
• Progressive vacation plan starting with 15 vacation days plus annual holiday closure.
• Access to Employee Family Assistance Program including counselling services, financial literacy services, nutrition advice and more.
• Comprehensive benefits package including health, dental, vision, paramedical services (massage therapy, acupuncture, naturopath, psychotherapy and psychology), short-term and long-term disability.
• Ability to take courses at a reduced rate for employees and dependents.

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/