IT Senior Support Technician
/Job Title:
IT Senior Support Technician
Organization:
Emily Carr University of Art + Design
Deadline:
May. 6, 2026
Organization Description:
ABOUT EMILY CARR UNIVERSITY OF ART + DESIGN
Situated on unceded, traditional and ancestral xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh Úxwumixw (Squamish), and səl̓ilw̓ətaʔɬ (Tsleil-Waututh) territories in Vancouver, Canada, Emily Carr University of Art + Design (ECU) is where creativity meets practice. Ranked among the world’s top 30 universities for art and design (QS 2024), ECU is recognized globally for its hands-on, practice-based teaching and learning environment that equips students to experiment, take risks and drive innovation.
Since 1925, ECU has championed bold ideas and emerging talent through a close-knit, studio-intensive setting that connects students with award-winning faculty, cutting-edge facilities, and real-world opportunities. Today, ECU serves more than 2,400 undergraduate and graduate students, along with thousands more through continuing studies, contributing to Canada’s cultural and creative sectors and shaping the future of art, media, design and research.
Having marked our centennial in 2025, ECU continues to ask what art and design can make possible.100 years in the making, we are shaping what comes next.
Website:
Job Description:
Temporary Full-Time Position (ASAP until December 22, 2026)
Hours to be Determined
The IT Senior Support Technician provides integrated technical support for audiovisual systems, classroom and learning technologies, and end-user computing across the institution. The position is primarily responsible for providing first-level support in the operation, maintenance, and troubleshooting of audiovisual and conferencing systems, computer labs and printing services to ensure reliable functionality in both curriculum and meeting environments. The role supports faculty and staff by delivering technical guidance, user training, and documentation that enable effective use of technology-enhanced physical and virtual spaces.
In addition to audiovisual operations, the position provides frontline computing support for devices, software, accounts, printing and network-connected services. Responsibilities include logging and resolving Service Desk tickets, troubleshooting hardware, software, and network issues, and providing client assistance across campus. The IT Senior Support Technician works collaboratively with internal IT Services teams and other departments, such as Facilities and Technical Services, to address system issues, coordinate installations and upgrades, and maintain safe, functional, and technology-ready environments.
The role enhances the client experience by ensuring that service delivery aligns with established standards, best practices, and defined service level expectations. It serves as a key liaison between the Service Desk and the CTS team, facilitating the effective and consistent exchange of service-related information, updates on upcoming projects, and communication regarding ongoing issues.
Responsibilities:
Audiovisual Technology Support and Operations (Primary Focus – 60%)
1. Provide demonstrations, orientations, and hands on training that help clients of all technical backgrounds confidently use multimedia equipment and collaborative technologies.
2. Operates as part of a team but independently coordinates and delivers all technical support and production needs for events, from lectures to complex productions, through collaboration with campus partners, client consultation, and advising the AV Technology Coordinator on advanced issues.
3. Oversees the daily operation, readiness, and reliability of multimedia systems across classrooms, theatres, learning spaces, and conference rooms, and operates a wide range of audiovisual technologies such as control systems, lighting, sound reinforcement, recording, streaming, and videoconferencing platforms.
4. Troubleshoots, diagnoses, and resolves complex issues involving audiovisual systems, recording and streaming tools, videoconferencing equipment, and multimedia software configurations. Refers complex problems to the AV Specialist.
5. Assess repair needs, document findings, and consult with the Audiovisual Specialist and internal IT Services units when issues are complex or require specialized intervention.
6. Assist with installations, upgrades, configuration, and implementation of audiovisual systems and related technologies to support teaching, learning, and events.
7. Collaborate with internal IT teams and Facilities to resolve audiovisual related issues across learning and meeting spaces.
8. Communicate equipment substitutions, system updates, and repair progress to the university community.
9. Prepare and maintain training materials, user guides, and documentation for audiovisual system use and support.
10. Participates in CTS operational meetings and contributes to the improvement of CTS support processes.
Computing Support (Secondary Focus – 40%)
11. Provide frontline Service Desk support for computers, software, client accounts, authentication, email, Wi Fi, printing, telephony, and peripheral devices.
12. Respond to Service Desk tickets with timely solutions, technical advice, and onsite support for classroom, event, device, and printing issues.
13. Monitor, prioritize, and resolve assigned IT Service Desk tickets, ensuring clear communication, accurate documentation, and timely follow-up.
14. Respond to technology and information security incidents using established guidelines.
15. Offer client orientations to IT systems, accounts, equipment, and digital safety practices.
16. Leverage AI tools such as Copilot for technology troubleshooting and knowledge management
17. Participate in Service Desk operational meetings, contribute to enhancing SIT support processes, and recommend improvements to address recurring incidents and issues.
Safety, Compliance & Facilities Coordination
18. Ensure all IT and audiovisual equipment installations meet safety, WHMIS, and OH&S standards, maintaining clean, secure, and functional environments.
19. Liaise with Facilities and external vendors regarding electrical, lighting, storage, environmental conditions, and building-related concerns affecting technology performance.
20. Report safety hazards, suspicious activities, and security concerns to appropriate campus authorities.
Team Collaboration & Leadership Support
21. Provide mentorship, guidance, and technical support to casual event technicians, student workers, and colleagues with varying levels of experience.
22. Collaborate with internal IT Services teams, Facilities and Technical Services to resolve technical issues across learning, meeting spaces, physical and virtual.
23. Act as a bridge between the Service Desk and CTS team to share service-related information, upcoming projects, and ongoing issues.
24. Foster a collaborative, respectful, and safety-focused environment across departments and technical teams.
25. Performs other related duties as required.
Qualifications:
• Two-year diploma in Information Technology or related discipline.
• Minimum three years of experience working with a wide range of multimedia and audiovisual equipment, including touchscreen and IP-based audiovisual control systems, conferencing, streaming, and recording technologies.
• Minimum two years of experience providing frontline IT support in a Service Desk or client support environment.
• Experience supporting both Windows and macOS in a networked environment.
• Experience working with ticketing systems and structured support workflows.
• An equivalent combination of education and experience will be considered.
• Experience with Microsoft 365 administration or endpoint management tools.
• Experience supporting campus software, including Microsoft 365, Adobe Creative Suite, printing, email clients, and various learning technologies.
• Experience supporting videoconferencing platforms and learning platforms (e.g., Teams, Kaltura, Moodle).
• Experience contributing to or maintaining a knowledge base or client portal.
• Technical certifications (e.g., CompTIA, Microsoft, Apple) are an asset.
• ITIL Foundation V4 or above certification is an asset.
• Ability to clearly communicate and demonstrate the use of audiovisual and multimedia and computer equipment to users with widely varying technical backgrounds.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly and maintain positive client rapport.
• Excellent organizational, time management, and multitasking abilities, supported by strong administrative skills,
• Excellent communication skills to act as a liaison between various teams and groups.
• Proven diagnostic and problem-solving skills across systems, equipment, networks, and software.
• Proficiency with presentation and curriculum software (e.g., PowerPoint, Adobe) and virtual meeting platforms (e.g., Zoom, Teams).
• Ability to work both independently and as an effective team member, coordinating multiple tasks with minimal supervision in time sensitive environments.
• Supervisory and leadership skills, with the ability to lead, support, and mentor staff.
• Ability to remain calm, diplomatic, and tactful when solving problems or working in stressful situations.
• Physical stamina and mobility to lift, carry, and move heavy equipment as required.
How to Apply:
To apply for this job, please visit https://ecuad.peopleadmin.ca. Competition closes on Wednesday, May 6, 2026.
Emily Carr University especially invites those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. In addition, to correct the conditions of disadvantage in employment in Canada, we encourage applications from members of groups that have been historically disadvantaged and marginalized. These include women, persons with diverse gender expressions and identities, persons of all sexual orientations, racialized persons, persons with disabilities, and First Nations, Metis, Inuit and Indigenous persons. All qualified people are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority. While we thank all candidates for their interest, only those short-listed will be contacted.
Remuneration:
$33.38 to $35.72 per hour
