Systems Support Administrator, Help Desk

Full-time, Permanent

ITS Department

Are you passionate about culture, the arts, natural history, and science? Are you keen on how these elements aesthetically come together to tell the many stories of humanity? Then consider a career at ROM.

The Royal Ontario Museum (ROM) actively seeks a Systems Support Administrator to be responsible for providing computer hardware, software, network, and peripheral support to both internal staff and our public facing museum technologies. Working closely with internal IT staff and end users, the self-starter is passionate about technology, eager to expand skill sets, and understands the importance of providing exceptional customer service. The successful candidate will have an opportunity to participate in new IT initiatives, work closely with employees throughout all departments, and be an integral contributor to the day-to-day functioning of the IT Helpdesk.

RESPONSIBILITIES

• Provide technical assistance and support for incoming helpdesk requests related to the Office 365 Suite, PC and MAC hardware, software, applications, and network devices.
• Clearly document issues and remediation of requests in our service desk software (JIRA).
• Comfortable responding to helpdesk requests remotely/in-person, over the phone, email, or Microsoft Teams.
• Support MS Teams telephony, MDM, campus Wi-Fi and other networked devices.
• Installation and configuration of PC and MAC hardware, software, and peripherals.
• Installation, configuration, and maintenance of third-party tools such as Anti-Virus, Windows OS updates, browsers, and miscellaneous products.
• Run diagnostic programs to isolate and troubleshoot problems and implement solutions to resolve issues.
• Participate in the on-boarding and off-boarding process of new and departed employees.
• Create groups and individual accounts and manage roles/permissions/group policies using Active Directory.
• Coordinate and schedule hardware repairs; perform routine equipment maintenance, repair and modify various computer systems and related equipment.
• Provide basic training to staff.
• Deliver confident support to both onsite and remote users.
• Provide high quality customer service to all Museums’ staff regarding technology issues.
• Other duties as assigned.

QUALIFICATIONS

• A 4-year degree in a computer science related discipline is required OR an acceptable equivalent in education and experience.
• A minimum of five (5) years proven experience working within a helpdesk environment supporting similar technologies is required.
• Proven interpersonal and communication skills to provide a high level of customer service and address concerns, questions, and needs.
• Working knowledge of Microsoft Operating Systems and services (Windows 10, MS Office 365, AD).
• Must communicate effectively with a variety of people who have different levels of technical competence.
• Highly engaged individual that seeks alternative solutions to technical problems.
• Strong organizational skills and able to manage multiple priorities and tasks simultaneously.
• Must be able to work a flexible full-time schedule.

Salary and Terms of Employment

STARTING DATE: ASAP

EMPLOYEE GROUP: OPSEU 543

JOB GRADE: Grade 13

SALARY: $66,022.00 - $75,453.00 per annum

WORK SCHEDULE: Full-time

PROBATIONARY PERIOD: 6 Months

APPLY TO: https://www.fitzii.com/apply/72240

ROM perks –

• Free ROM visits for you and 8 visitors per year
• Discount program for over 200 attractions and accommodations across Ontario!

Diversity Statements

At ROM, we consider equity, diversity, and inclusivity foundational to our institutional success. We seek to foster a workplace that reflects the full breadth of the communities we serve and welcome applications from women, racialized persons/BIPOC, Indigenous/Aboriginal People of North America, LGBTQ2S+, and people with disabilities.

Accessibility Statement

ROM is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarians with Disability Act (AODA) to applicants invited to an interview.

COVID Statement

Royal Ontario Museum recognizes its heightened duty to protect employees from health and safety risks during the current pandemic. As such, an offer of employment shall be conditional on proof of complete COVID-19 vaccination with a vaccine series approved by Health Canada or the World Health Organization.

Only candidates selected for an interview will be contacted. The selected candidate will be required to participate in a Criminal Background Check conducted via Profile Investigation Inc.

Job Types: Full-time, Permanent

Salary: $66,022.00-$75,453.00 per year

Benefits:

• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

COVID-19 considerations:
COVID Statement
Royal Ontario Museum recognizes its heightened duty to protect employees from health and safety risks during the current pandemic. As such, an offer of employment shall be conditional on proof of complete COVID-19 vaccination with a vaccine

Ability to commute/relocate:

• Toronto, ON: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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