IT Specialist
Glenbow
Position: Full-Time, Permanent
Closing Date: April 7, 2025
Salary Range: $35.66/hr – $45.18/hr
To apply, please visit glenbow.org/careers.
Glenbow is an equal opportunity employer and values different perspectives, backgrounds, identities and lived experiences. We are committed to building a diverse team and encourage candidates from underrepresented groups to apply. Should you have special accommodation needs, please let us know.
About Glenbow
Glenbow is an arts and culture museum undergoing a complete reimagining of what a museum can be. Every member of our team, regardless of job title, is focused on serving our community and reimagining the museum experience.
Our team is passionate about making art accessible to everyone. We are dedicated community builders, working to shape the future of arts and culture in Calgary and beyond. Working at Glenbow also means being part of an organization that recognizes its role in reconciliation and is working toward building an equitable community.
The Opportunity
Reporting to the VP strategy & CFO, the information technology specialist works directly with Glenbow systems, networks and users to identify issues and opportunities, analyze technical challenges, assess business needs and impacts and propose immediate and informed solutions. With expertise in IT business analysis, the information technology specialist will align business needs and goals with technical solutions.
As a subject matter expert, this mid-level role requires progressive experience in network infrastructure, hardware, data centres, systems administration, cybersecurity, threat detection, and incident response, as well as user technical support, maintenance and troubleshooting.
Key Responsibilities
Systems Management
- Plan, analyze, select, implement and support IT systems.
- Conduct business analysis, plan and develop service support and manage vendor relationships.
- Collaborate with all Glenbow departments to plan, analyze, procure, implement and support information systems to meet the operational needs of each area.
- Provide IT user training, manage user account systems access and conduct Tier 1 desk-side support.
- Manage escalations to F12 for troubleshooting Tier 1 and 2 issues related to networking, printing, scanning, desktops, laptops, mobile Internet devices and access concerns.
- Set up, script, and install all laptops, smartboards, scanners, printers, conference room equipment and other peripheral devices.
- Provide support and training for Microsoft Teams and Microsoft 365 applications, including Outlook, OneDrive and SharePoint.
- Oversee change management and maintain appropriate documentation.
Operations
- Ensure all technologies, including audio, video, IT, control and lighting are properly configured and in optimal working condition for all event and boardroom bookings, educational programming spaces and other areas requiring support.
- Manage all audio, visual and learning system installations, testing, troubleshooting and servicing.
- Conduct ongoing preventative maintenance tasks to ensure efficiency of operations.
- Document and track equipment failures, repairs, installations and removals.
- Ensure compliance with all legal, health and safety requirements.
- Manage databases for all applications and systems.
- Perform programming and scripting on all devices as required.
- Provide system security support.
- Develop disaster recovery and business continuity plans.
Technical Support
- Translate IT business needs into technical solutions through solution design, improved communication, exceptional customer service and alignment with organizational goals.
- Serve as a technical resource for all users within the organization, providing operational support.
- Assist with and directly support media presentations and learning technologies, especially learning tools, computing assets and applications.
- Act as the primary contact for equipment installation, repairs and ongoing maintenance.
- Install, configure, and manage a broad range of equipment for museum programming and education.
- Ensure all staff are updated on technical service outages and other issues that may cause workplace disruptions.
- Manage compliance and risk by understanding requirements pertinent to museum operations, such as PCI-DSS for payment processing systems and local data protection regulations, ensuring IT practices adhere to legal and ethical standards.
- Manage and secure mobile devices throughout the organization, including tablets and smartphones, using MDM software to enforce security policies and ensure compliance.
- Oversee unified communication systems, including management and integration of voicemail, email and messaging.
Project Support
- Support and collaborate on IT projects by planning, documenting, communicating, training and coordinating at each project phase, contributing to successful completion.
- Act as the subject matter expert on system implementations.
- Facilitate cross-collaboration and subject matter expert groups for systems projects.
- Provide system analysis support for upgrade and acquisition projects.
- Conduct business analysis and provide support for data mapping and system configuration projects.
Qualifications, Education & Experience
Qualifications
- Ability to manage complex tasks across various technical domains, including system implementation, troubleshooting and user training.
- Solid understanding of technical systems, problem-solving abilities, and project management skills.
Excellent communication and customer service skills to effectively collaborate with both technical and non-technical staff.
Demonstrated ability to handle multiple high-priority tasks.
Education & Experience
- Diploma or bachelor’s degree in computer science or business administration accompanied by specialized IT certificates and/or work experience required.
- Certificate in IT areas like networking, ITIL, desk-side support, computing, or code-writing preferred.
- Minimum 2-3 years of specialized IT experience, including installing and troubleshooting endpoint technologies (desktop, laptop, presentation devices), desk-side support and IT application administration.
- Skills and experience with Microsoft Azure, Microsoft Exchange, Microsoft 365, and virtualization technologies such as VMware or Hyper-V essential.
- Skills and experience in networking, cloud technologies, Microsoft 365, audio/visual systems, project management tools, vendor management and cybersecurity preferred.
- Demonstrated technical support skills, installation and maintenance abilities and proficiency in analytical and data mapping tools an asset.
- Additional beneficial skills include database management, programming/scripting, system security protocols, disaster recovery and business continuity planning, compliance and risk management, mobile device management, unified communications systems, hardware troubleshooting and repair, and cloud access security brokering.
