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

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