• 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 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.

• Comprehensive benefits coverage: For permanent and full-time contract positions (conditions apply), enjoy 100 percent premium-free benefits for individuals and families, a health spending account, flexible working options (varies by position), and an Employee Assistance Program.
• Worry-free retirement savings: With our pension plan, you benefit from an employer-matched Defined Benefit contribution plan, which provides predictable lifetime retirement income, survivor benefits, and early retirement options without the stress of investment decisions.
• Support for new parents: Enjoy a parental leave top-up to 95 percent of your salary for 17 weeks, helping you balance work and family life.
• Perks: Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario.
• And more!

SALARY & TERMS OF EMPLOYMENT

• START DATE: As soon as possible
• OPEN DATE: October 15, 2026
• CLOSE DATE: Open until filled
• STATUS: Full-time permanent
• EMPLOYEE GROUP: OPSEU
• SALARY: $74,303 - $84,917 CAD
• SCHEDULE: 35 hours weekly
• PROBATIONARY PERIOD: Six (6) months
• LOCATION (onsite): Toronto, ON

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

• Application & initial screening: Apply online. Selected individuals will be invited to complete a pre-recorded video questionnaire to tell us more about your interest in ROM.
• First interview: A 1-hour in-person interview with the Hiring team. This in-depth interview will focus on your skills and how they align with the team's and ROM's needs.
• Second interview: A 1-hour in-person meeting with the hiring team. You may be asked to present a pre-assigned case study and discuss scenarios relevant to your role. Depending on the position, you might also receive a tour of ROM and a preview of your responsibilities and interactions.
• The above-listed process may change or vary based on the nature and scope of the position.

The above-listed process may change or vary based on the nature and scope of the position.

All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded.

WHY PEOPLE CHOOSE ROM

• Cultural engagement: Daily interactions with Toronto's diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning: At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment: Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.
• Team & culture: ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.
• Academic collaboration: We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals, and will consider an equivalent combination of knowledge, skills, education, and experience.