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About the Role
The Royal Ontario Museum (ROM) seeks a knowledgeable, resourceful, and service-oriented Systems Support Administrator to provide responsive technical support across ROM's diverse IT environment. This role serves as a key point of contact for employees experiencing technical issues, offering hands-on troubleshooting, system maintenance, and user guidance through the IT Help Desk. You will support a wide range of technologies, from traditional IT infrastructure to museum operations and visitor-facing experiences, collaborating with colleagues and resolving complex technical challenges to ensure system reliability, security, and accessibility.
Responsibilities
- Provide responsive technical support through ROM's IT Help Desk, resolving requests received through tickets, email, telephone, and in-person inquiries.
- Diagnose, troubleshoot, install, configure, and maintain computers, operating systems, mobile devices, peripherals, and end-user software across Windows and Mac environments.
- Support enterprise applications and infrastructure, including Microsoft 365, Active Directory, servers, virtualization platforms, network systems, VPN connectivity, and backup solutions.
- Maintain and troubleshoot specialized museum technologies, including ticketing and point-of-sale systems, gallery kiosks, interactive displays, and associated hardware and peripherals.
- Assist with local area network and system administration, including user account management, access permissions, password controls, shared printing, and email and network services.
- Coordinate technical problem-solving with internal colleagues, external vendors, and service providers to resolve complex issues and maintain reliable operations.
- Provide guidance and training to employees, helping users understand and effectively use available technologies and IT services.
- Develop and maintain clear technical documentation, troubleshooting resources, and standardized procedures for both end users and ITS colleagues.
- Stay informed about emerging technologies and recommend practical improvements that strengthen system performance, user experience, and operational efficiency.
Requirements
- A four-year university degree in Computer Science, or an equivalent combination of education and relevant professional experience.
- At least five (5) years and less than eight (8) years of experience in an IT Help Desk or technical support environment supporting comparable technologies.
- Strong working knowledge of Windows and Mac operating systems, computers, mobile devices, hardware, peripherals, and commonly used business applications, including Microsoft 365, Outlook, and Adobe products.
- Experience supporting enterprise IT infrastructure, including Windows servers, Active Directory, network switches, virtualization technologies such as VMware vSphere, and backup or disaster recovery systems.
- Knowledge of network administration, user account management, software installation, system imaging, data recovery, and troubleshooting hardware and software issues.
- Experience supporting audiovisual equipment, digital installations, and/or specialized systems such as ticketing, point-of-sale, and interactive kiosks.
- Excellent troubleshooting, analytical, and problem-solving skills, with the ability to independently investigate complex issues and determine practical solutions.
- Strong interpersonal, customer service, and communication skills, including the ability to explain technical information clearly to users with varying levels of technical knowledge.
- Excellent organizational, attention-to-detail, and time-management skills, with the ability to prioritize competing requests while maintaining accuracy and confidentiality.
- Ability to work a flexible full-time schedule and provide technical support across office, gallery, and other museum environments, including occasional movement of equipment weighing up to 10 kg.
Skills
- Windows operating systems
- Mac operating systems
- Computers
- Mobile devices
- Hardware
- Peripherals
- Microsoft 365
- Outlook
- Adobe products
- Windows servers
- Active Directory
- Network switches
- VMware vSphere
- Backup systems
- Disaster recovery systems
- Network administration
- User account management
- Software installation
- System imaging
- Data recovery
- Troubleshooting hardware
- Troubleshooting software
- Audiovisual equipment
- Digital installations
- Ticketing systems
- Point-of-sale systems
- Interactive kiosks
- Troubleshooting
- Analytical skills
- Problem-solving skills
- Interpersonal skills
- Customer service skills
- Communication skills
- Organizational skills
- Attention-to-detail
- Time-management skills
Location
- Toronto, ON
Work Type
- Full-time permanent
- Onsite
Experience Level
- 5-8 years of experience in an IT Help Desk or technical support environment
Education Level
- Four-year university degree in Computer Science or equivalent combination of education and experience
Salary/Compensations
- $74,303 - $84,917 CAD
Benefits
- 100 percent premium-free benefits for individuals and families (for permanent and full-time contract positions, conditions apply)
- Health spending account
- Flexible working options (varies by position)
- Employee Assistance Program
- Employer-matched Defined Benefit pension plan
- Parental leave top-up to 95 percent of salary for 17 weeks
- Free ROM membership for permanent full-time and part-time staff
- Discounts to over 200 attractions through Attractions Ontario
About the Company
- Opened in 1914, the Royal Ontario Museum (ROM) is Canada's most-visited museum, welcoming over 1.3 million visitors annually and ranking among the top 10 cultural institutions in North America.
- ROM is dedicated to building and sharing global collections, knowledge, and fostering community engagement.
- As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens.
- The museum is committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present, and shared future.
- ROM is working toward transforming and evolving as one of the world’s foremost 21st-century museums.
Equal Opportunity
- ROM embraces diversity in its exhibits, communities, and teams.
- Encourages applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify ideas.
- Committed to equitable employment opportunities and a workplace free from discrimination and harassment.
- Welcomes and accommodates candidates with disabilities throughout the selection process.