Job Description

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The Royal Conservatory (RCM) is one of the largest and most respected music education institutions in the world, providing the definitive standard of excellence in curriculum design, assessment, performance training, and teacher certification. It is also a leader in the development of early childhood education programs and arts-based social programs, and presents a diverse range of concerts featuring the finest Canadian and international artists in its magnificent performance space, Koerner Hall. Please visit www.rcmusic.com for more information.

What is the Opportunity?

Reporting to the Director of IT, the Technical Support Analyst is the front-line end user support specialist responsible for providing technical assistance to our administrative staff and faculty members, resolving issues at the first call, visit or email where possible. As a member of the IT Infrastructure, Operations & Security team, this position works in collaboration with other IT analysts, Royal Conservatory staff, and external vendors to provide thoughtful, timely and thorough tier 1 support for PCs, Macs and servers. Your excellent communication skills will be used to develop and maintain customer relationships with staff and faculty ensuring that expectations are met and issues are resolved. You will support this relationship by providing in-person training and user instructions as required.

Main Duties & Responsibilities

• Provides ongoing support, troubleshooting, migrations, deployment, hardware break/fix, and debugging for various technologies, including Windows PCs and servers, Mac OS X, Linux, web browsers, printers, mobile devices such as iPhones and Android phones
• Provides executive and executive assistant white-glove desk-side computing support
• Network support, including network cabling, phone installation and maintenance
• Maintain and support the Tech-Lab consisting of Windows PCs and Macs
• Tracks the inventory of RCM IT-provided equipment
• Develops documents for end users and maintains IT knowledgebase
• Provides end user training for standard applications (MS Office, Office 365, browser support), best practices for managing email, security, documents and general productivity; may also perform basic training for area-specific applications
• Manages a fast-paced queue of end user support inquiries and requests, attempting to resolve issues on first contact
• Follows standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards, tracks issues and reports on top items affecting end users
• Communicates with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects
• Researches potential solutions to issues by debugging applications and contacting various resources for help
• Contributes to continuous improvements in our day-to-day computing environment by providing input based on user feedback, and identifies and documents opportunities for improvement based on end-user suggestions
• Reviews ticket trends and implements solutions to reduce calls, emails, and other contacts to the RCM IT Help Desk
• Works in accordance with all health and safety requirements
• Performs other duties as assigned

Job Requirements:

What We're Looking For

• Bachelor’s Degree or College Diploma in computer technology-related fields is required
• Demonstrated success supporting executive end users is required
• Minimum 3 years of IT help desk or IT end user support and Office 365 Administration experience
• Experience supporting Mac OS devices
• Relevant entry level technology certifications in one or more of Microsoft, CompTIA A+, VMware VCP, ITIL, CCNA or AWS is required
• Strong knowledge of enterprise applications, tools and operating systems, including Windows, Mac OS, Microsoft Office (Word, Excel, PowerPoint, Teams), Office 365 Administration, Active Directory and GPOs, conferencing systems, anti-virus, etc.
• Hands-on experience with Windows 10, Windows Server 2012 and later, Mac OS and Linux
• Experience deploying PC images, applications and packages using Microsoft SCCM
• Knowledge of Windows workstation patching using WSUS or other patching solutions
• Experience working with remote access tools such as VPNs, SSH, TeamViewer, Remote Desktop, etc.
• Ability to play close attention to detail while performing technically detailed tasks is required
• Ability to provide solid and attentive end user support through a variety of methods including desk side, remote support, telephone, and email
• Excellent interpersonal skills with executive staff in high pressure situations
• Demonstrated interpersonal skills and the ability to maintain effective working relationships with others
• Possess a clear understanding of customer service and support
• Ability to multitask, prioritize and keep up with a fast-paced environment
• Excellent written and verbal communication skills
• Superb problem-solving abilities
• Ability to learn quickly and accurately
• Effective teaching skills and willingness to share knowledge
• Passionate about learning new technologies, motivated and self-driven
• Able to work independently – must be self-motivated and demonstrate initiative within the limitations of defined responsibilities
• Knowledge with Managed Engine Desktop Central, Zoho Desk and Sophos Central is an asset
• Working experience with Pro Tools, Final Cut Pro is an asset
• 1-3 years of cloud computing experience, AWS or Azure is an asset
• Basic knowledge of SQL and programming is an asset
• Basic knowledge of ERP applications such as Microsoft Dynamics NAV is an asset

Additional Information

• This position is based onsite in the office
• Availability to be on call and work evenings and periodic overtime
• Works with confidential issues and data
• Physical deployment of workstations and printers requires the lifting of PCs and hardware
• The occasional necessity to work in locations with restricted access and/or in awkward positions, demanding physical agility
• Use of small hand tools may be required

How to Apply

Interested candidates are asked to submit a cover letter and current résumé online (please upload a single file combining both documents) at www.rcmusic.com/about-us/careers-royal-conservatory. Applications will be accepted until a suitable candidate has been identified. The RCM is committed to fostering an inclusive, equitable and accessible workplace. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM’s Anti-Racism, Access and Equity Policy, accommodation will be provided at any stage of in the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview. The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted.