Technical Support Specialist

Technical Support Specialist

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

Reporting to the Director, ITS, below are some key accountabilities:

• 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!

Application Process

• We are accepting applications for the Technical Support Specialist position until a suitable candidate has been found.
• Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized.
• Visa Requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.