Technical Support Specialist

Banff Centre for Arts and Creativity; Banff; On-site; CAD 55,000 - 58,000; Full time

Benefits offered by this job

Housing options

Professional development

Health care spending account

Cafeteria and restaurant discounts

Employee Assistance Plan

Onsite fitness facility

Job summary

Banff Centre for Arts and Creativity is seeking a Technical Support Specialist to provide expert user support for personal computing devices, software, and networks across campus. The role includes after-hours and weekend on-call support and requires strong communication and confidentiality in handling sensitive information.

The position offers CUPE 4318 unionized salaried status with a 35-hour work week and a salary between $55,127.80 and $57,876.00, plus Alberta Blue Cross benefits and a

Qualifications

• Computer Technology diploma or degree from a recognized educational institution or equivalent experience combined with Microsoft and PC certification
• 3 to 5 years' practical experience is required with desktop operating systems, software applications and hardware support, with knowledge of desktop and LAN security, wireless and TCP/IP in a medium/large sized organisation
• Experience with Microsoft software (Office365, Windows 10/11, Azure/Entra ID, Intune, Teams, etc.) is required
• Certification in Office 365 and Entra ID are an asset
• Macintosh/Jamf and Linux knowledge is an asset
• Excellent communication skills (a high degree of professionalism, active listening skills and a willingness to help)
• Highly developed ability to multi-task and prioritize with the acumen to obtain critical information in a short amount of time
• As a member of the IT/S department, there is access to information that is sensitive or confidential. Full confidentiality of such information and access is a requirement of the position

Responsibilities

• Provide user support across all divisions of Banff Centre for personal computing devices, printers and software
• Provide competent, service-oriented support and resolve problems, following up with clients to confirm their satisfaction
• Configure, install and support software, hardware, and peripherals
• Administer and support all aspects of user accounts, including: network accounts, email addresses, calendaring, file permissions, shares, information security, desktop operating system configuration, file restoration and other issues as they arise
• Provide user orientation for personal computers, software; offering recommendations for training to the Director as appropriate
• Assist in monitoring and maintaining the health and configuration of servers, server applications and cloud applications
• Take responsibility for developing a good working knowledge of all applications and systems supported and maintained by IT/S to ensure a quality experience of problem resolution for the clients
• Research and recommend solutions and ideas to enhance user experience

Education

Computer Technology diploma or degree

Microsoft certification

Tools

Office 365

Windows 10/11

Azure/Entra ID

Intune

Teams

Job description

Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus - artists, leaders, and thinkers - to unleash their creative potential.

Banff Centre for Arts and Creativity acknowledges, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney Nation – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Rockyview District 4. We acknowledge all Nations who live, work, and play here, help us steward this land, and honour and celebrate this place.

The Opportunity

In its mission to support the arts, Banff Centre includes departments across campus that range from Marketing, Development, hotel guest services, arts administration, and more. The Technical Support Specialist (TSS) assists Banff Centre staff with personal computing devices, software, troubleshooting issues, and providing user orientation. The TSS is responsible for client support as it pertains to accounts, email and file administration, software installation and assisting in monitoring and maintaining the health of desktop, server, and cloud applications.

Roles And Responsibilities

• Provide user support across all divisions of Banff Centre for personal computing devices, printers and software
• Provide competent, service-oriented support and resolve problems, following up with clients to confirm their satisfaction
• Configure, install and support software, hardware, and peripherals
• Administer and support all aspects of user accounts, including: network accounts, email addresses, calendaring, file permissions, shares, information security, desktop operating system configuration, file restoration and other issues as they arise
• Provide user orientation for personal computers, software; offering recommendations for training to the Director as appropriate
• Assist in monitoring and maintaining the health and configuration of servers, server applications and cloud applications
• Take responsibility for developing a good working knowledge of all applications and systems supported and maintained by IT/S to ensure a quality experience of problem resolution for the clients
• Research and recommend solutions and ideas to enhance user experience

Qualifications and Educational Requirements

• Computer Technology diploma or degree from a recognized educational institution or equivalent experience combined with Microsoft and PC certification
• 3 to 5 years' practical experience is required with desktop operating systems, software applications and hardware support, with knowledge of desktop and LAN security, wireless and TCP/IP in a medium/large sized organisation
• Experience with Microsoft software (Office365, Windows 10/11, Azure/Entra ID, Intune, Teams, etc.) is required
• Certification in Office 365 and Entra ID are an asset
• Macintosh/Jamf and Linux knowledge is an asset
• Excellent communication skills (a high degree of professionalism, active listening skills and a willingness to help)
• Highly developed ability to multi-task and prioritize with the acumen to obtain critical information in a short amount of time
• As a member of the IT/S department, there is access to information that is sensitive or confidential. Full confidentiality of such information and access is a requirement of the position

Special Requirements

• As part of the IT/S team, this position requires the candidate to provide after-hours and weekend on-call support as required.
• Due to the nature of the job, this position requires frequent heavy lifting (for equipment such as printers and USPs.

Employment Terms and Benefits

• In accordance with CUPE 4318, this is a unionized, salaried support staff position, subject to a 6 month probation period.
• The annual salary for this position is between $55,127.80 to $57,876.00 depending on experience, based on working 35 hours per week.
• The successful candidate will have access to a range of benefits through Alberta Blue Cross and will be eligible to participate in our defined benefit pension plan.
• Benefits of working at Banff Centre are:
• Transitional staff housing options (based on availability)
• Professional development
• Heath care spending account
• Staff cafeteria and restaurant discounts
• Employee Assistance Plan
• Onsite fitness facility at a discounted rate - first month free for new staff!

Commitment to Diversity

Banff Centre for Arts and Creativity is committed to creating an equitable, diverse, and inclusive campus for students, faculty, staff and visitors. Guided by our values, Banff Centre is rooted in Alberta with provincial, national and global impact. Our strength arises from inclusion; the diversity of people, ideas, perspectives, and cultural backgrounds in our work and team. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression to apply.

Privacy Statement

Banff Centre is a public body pursuant to the Protection of Privacy Act (Alberta) (“POPA”) and the Access to Information Act (“ATIA”). All of your personal information collected by Banff Centre, including personal information collected through third-party contractors or platforms, in relation to the creation of your candidate profile and submission of a job application, is collected pursuant to section 4(c) of POPA for the purpose of administering your candidate profile, evaluating your eligibility for a position(s) at Banff Centre, and communicating with you about your application. Your personal information may be disclosed, as required, pursuant to ATIA or other applicable law, to satisfy reporting requirements, or for statistical, funding, planning or research purposes. If you have any questions about the collection, use or protection of this information, please contact the Privacy Coordinator at [e-mail], 107 Tunnel Mountain Drive, Box 1200, Banff Alberta, T1L 1H5, 403.762.6100.