Technical Support Analyst

Are you passionate about dance and looking to make a meaningful impact in a vibrant and collaborative environment? Canada’s National Ballet School (NBS) is excited to invite applications for the full-time, permanent position of Technical Support Analyst. This is a fantastic opportunity to join a dynamic team that supports the transformative power of dance across all ages and abilities.

Canada’s National Ballet School (NBS) is a leading arts and education institution dedicated to excellence in dance training, community programming, and health initiatives. NBS has 300+ employees supporting programs ranging from professional ballet training, community engagement, and groundbreaking health initiatives. NBS fosters a collaborative, creative environment rooted in inclusion and continuous growth.

Reporting to the IT Manager, the Technical Support Analyst will provide technical support to the organization and contribute to the ongoing improvement of organizational systems and processes. The Technical Support Analyst will support both the IT Manager and Business Systems Analyst in ensuring the effective use of technology across the organization by maintaining, supporting, and optimizing various hardware, software, cloud-based platforms and enterprise applications.

• Provide technical support to a vibrant staff community focused on driving innovation in training and practices; advancing equity to enhance talent; building momentum and preparing for the future.
• Provide support and maintenance for computer hardware and key infrastructure components. Will also be required to deploy and install hardware, software and peripheral equipment; occasional heavy lifting will be required.
• Support and administer existing cloud-based platforms and enterprise applications by managing onboarding and off-boarding, maintaining access rules and procedures to ensure data integrity and security.
• Monitor the IT ticketing system and triage incidents as they come in.
• Assist in process and data workflow analysis to identify opportunities for efficiency, automation, and configuration.
• Develop new solutions through integrations with existing platforms. This may include building dashboards to display metrics, auditing data for accuracy, and ensuring completion.
• Support staff capacity building by creating and maintaining documentation for existing and new solutions, processes, platforms, and applications, as well as provide related training.
• Proactively maintain a comprehensive understanding of NBS’s key infrastructure components, business databases, cloud-based platforms, and enterprise applications.
• May be required to provide after-hours or weekend support.
• Perform other duties as assigned.

• Degree or diploma in information technology, computer science, or related field.
• Minimum of 2-3 years of experience in a related position.
• Excellent attention to detail.
• Excellent problem-solving and analytical abilities to troubleshoot and resolve technical issues.
• Strong multi-tasking and time-management skills, with the ability to prioritize tasks.
• Strong verbal and written communication skills.
• Experience with managing and administering a Microsoft-based environment (e.g. Active Directory), Office 365 (e.g. Exchange, SharePoint Online, Teams), and Google Workspace.
• Experience with Blackbaud or other CRM platforms is an asset. Particularly with fundraising, financial, student information services, and learning management systems.
• Experience with modern versions of Windows and Windows Server. Knowledge/experience with macOS, Linux, iOS, and Android is an asset.
• Understanding of networking concepts and protocols (e.g. TCP/IP, DNS, etc.). Experience with switching equipment, enterprise-grade firewalls, PBX, and structured cabling. Knowledge of Juniper and/or Forti Gate hardware is an asset.
• Understanding of virtualization concepts. Experience with VMware or Hyper‑V is an asset.
• Experience with Microsoft Office applications (e.g. Office Suite, Office 365 apps).
• Familiarity with automation tools such as Power Automate.
• Familiarity with scripting, using low code or APIs to streamline processes…