L3 Service Desk Contractor – Lead AV Technical Support Specialist

Position: L3 Service Desk Contractor – Lead AV Technical Support Specialist

Location: Calgary

Job ID#: 84084-25-0028/A

Duration: 12 Months

On behalf of our client, a government agency located in Calgary, we are recruiting for a Help Desk Level role to provide support to a large user base. This role is primarily onsite in Calgary

This role serves as the senior, on‑site authority for Audio‑Visual (AV), Microsoft Teams Rooms (MTR), hearings, and high‑visibility meetings. The focus is on white‑glove, real‑time support for hearings and executive sessions, proactive room readiness, preventive maintenance, and coordination with AV vendors. 

The resource must be willing to travel, on an as‑required basis, to support remote or regional hearings. When hearings or AV‑intensive activities are not scheduled, the resource is expected to assist with Service Desk operations, including incident and service request resolution, meeting room support, on‑site technical assistance, and backlog reduction, as directed by the Service Desk Group Leader.

Skills Requirements :

· Demonstrated senior‑level experience supporting enterprise AV and collaboration environments

· Hands‑on experience supporting Microsoft Teams Rooms (MTRs), conference rooms, and boardrooms

· Proven ability to provide real‑time, in‑room troubleshooting during high‑visibility meetings, hearings, or live events

· Strong troubleshooting skills across audio, video, displays, cameras, microphones, and connectivity

· Experience performing proactive room checks, preventive maintenance, and system readiness validation

· Ability to document incidents, configurations, and resolutions clearly in an ITSM tool

· Excellent customer service skills

· Strong verbal and written communication skills

· Ability to work under pressure

· Availability to work on‑site in Calgary, five days per week

· Willingness to travel, on an as‑required basis , to support remote or regional hearings

· Government of Canada Reliability Status (or clear eligibility to obtain one)

Nice‑to‑have qualifications

· Experience supporting public‑facing or regulatory environments (e.g., hearings, tribunals, executive briefings)

· Familiarity with AV platforms/components such as Crestron, Poly, Zoom Rooms, or similar systems

· Experience coordinating and escalating issues with external AV vendors and integrators

· Exposure to ITIL‑aligned Service Desk operations and defined escalation models

· Ability to provide user guidance or informal training on meeting room technology

· CompTIA A+ certification, or equivalent experience, indicating solid foundational knowledge of computer hardware, operating systems, and technical troubleshooting

· Relevant professional AV certifications, such as Certified Audio Engineer (CEA) or equivalent, demonstrating formal training and technical competence in audio systems, signal flow, and professional AV environments

· Other industry‑recognized audiovisual certifications (e.g., manufacturer or platform certifications related to conferencing, sound reinforcement, or room systems), demonstrating continued professional development in AV technologies

About Symbiotic Digital.

Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)

We serve customers in two ways, we provide:

1) Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results

2) Recruitment: Find The Right People You Need

Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company.

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