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ICT Technology Support Analyst

Location: National Music Centre, Calgary

Reporting to: Senior Manager, Information and Communications Technology (ICT)

The ideal candidate will have exceptional problem resolution and research skills to coordinate with internal teams, external vendors, visitors, and third-party vendors. This position works with many different support teams to assist in service delivery and issue resolution in a highly collaborative manner. This individual will require good communication skills to be able to foster and maintain strong relationships. They will be able to manage multiple and often conflicting priorities, simultaneous and/or short deadlines, and complex and confidential issues in a rapidly evolving environment, where detailed documentation of work done will be important.

The successful candidate will work independently, and with a high level of subject knowledge to mitigate issues. This is a full-time, salaried position that may require evening and weekend hours to support major events held in Studio Bell.

Key responsibilities include

  • Manage and troubleshoot AV related issues relating to equipment, including audio, video, lighting and network systems and hardware
  • Respond, troubleshoot, resolve, and close ICT helpdesk tickets. Triage and escalation to third-parties and other internal groups as required.
  • Installation of network connected projectors, computers, amplifiers and other AV equipment
  • Provide technical documentation and manuals for IT and AV related equipment for installation and configuration
  • Design and implement new solutions to improve stability of existing systems
  • Support and maintain data and Dante networks
  • Other duties as assigned

Qualifications

  • A related degree or equivalent experience in an appropriate discipline
  • Minimum 2 years of technical experience and must include experience with servers, end-sure computing devices, and mobile computing devices.
  • Hands-on experience and strong knowledge base of Microsoft and Apple products.
  • IT related skills in Wi-Fi troubleshooting, connecting hardline internet, knowledge of DHCP/Static IP addressing
  • Strong general AV, computer and network technology knowledge and skills.
  • Avixa CTS certification and some background in Crestron, Extron or Biamp system programming would be a definite asset.
  • Ability to interpret technical drawings and specifications to troubleshoot and maintain technical systems would be an asset.
  • Ability to make independent judgment calls to resolve urgent and critical matters
  • Knowledge of best practices for installation and wiring of AV equipment.
  • Preference will be given to candidates with:
    • Crestron, Medialon, Extron and/or Biamp training or certification
    • CTS certification
    • Dante Level 1 or 2 Certification
  • The ideal candidate will have hands-on exposure to various AV devices from an assortment of vendors such as Crestron, Extron or Biamp.
  • Adaptability, flexibility, creativity, and the capacity to function effectively in a fast and active team environment.
  • Can-do attitude, defaulting to “yes, we can figure out a way”.
  • Museum visitor experience is considered an asset.

Key Relationships

  • Senior Manager, ICT
  • Director, Operations and Special Projects

Qualified applicants should send resume and cover letter to Stephanie Pahl, Chief of Staff to the President & CEO, at stephanie.pahl@nmc.ca by Monday, October 28, 2019. Visit studiobell.ca for more information about the National Music Centre. No phone calls please.