Systems Support Administrator

Job Description

Job Description

WHO WE ARE

Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, 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, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world's foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values. WHO WE NEED We seek a knowledgeable, resourceful, service-oriented Systems Support Administrator to provide responsive technical support across ROM's diverse IT environment. Reporting to the AVP, Information Technology Services, you will serve as a key point of contact for employees experiencing technical issues, providing hands-on troubleshooting, system maintenance, and user guidance through ROM's IT Help Desk.

You will support a wide range of technologies throughout the Museum, including computers, mobile devices, enterprise applications, network infrastructure, ticketing systems, and interactive technology. This role offers a unique technology environment where traditional IT infrastructure intersects with museum operations and visitor-facing experiences. You will collaborate with colleagues across departments, resolve complex technical challenges, and help ensure ROM's systems remain reliable, secure, and accessible.

The ideal candidate combines strong technical expertise with exceptional customer service, sound judgment, and the ability to communicate confidently with users of varying technical backgrounds. HOW YOU WILL MAKE AN IMPACT 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.

WHAT YOU BRING

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 techni