Help Desk Technician

Job Purpose

Under the general supervision of the Director of IT, the Help Desk Technician provides support for Information Technology resources including hardware, software, network, and other computing devices. A Help Desk Technician is responsible for the installation, configuration, testing, deploying, monitoring, and supporting electronic devices, including desktop, laptop computers, printers, network, and other computing devices under the MS Windows 10/11 and/or Mac OS platform. This role is also responsible for the maintenance and support of physical and virtual infrastructure in deployed and on campus computing environments to support the Museum’s operations.

Duties & Responsibilities

• Serve as the initial contact for reporting technical issues and answering questions regarding deployment, upgrades, installations, and other software/hardware/network issues.
• Accurately diagnose staff’s technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and providing in person or using a variety of remote access, user admin, and related tools to assist Museum staff.
• Clearly and thoroughly document requests for assistance electronically or in the ticket management system (if available), track incidents through to resolution and provide technical support and services in a timely manner.
• Respond to staff’s technical issues in person, via phone, email and computer chat in a timely manner.
• Install, make changes and repair computer hardware, software, printer, and other computing devices.
• Document and analyze technical issues and customer interactions for management review.
• Create manuals for technical support and maintenance for business continuity and training.
• Follow protocol and escalate unresolved issues to the next Tier with the next level of difficulty.
• Monitor, maintain, and provide monthly reports of the inventory for hardware, software, network, and licensing information to supervisors.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Participates in identifying hardware/software-related problems, errors, system inabilities and deficiencies, and recommends solutions to such issues.
• Assist troubleshooting network, servers, storage devices, backup, and disaster recovery problems under the supervision of the Infrastructure Engineer and the Director of IT.
• Researching, attending training sessions and conferences to stay current with best practices on how to help customers’ technical issues.
• Participate and provide orientation/training for new technology implementation to staff.
• Perform other duties as needed to accomplish the Museum’s mission.

Qualifications

• Bachelor's degree in computer science, Engineering, or MIS (Management Information System) and at least 1-year prior experience in IT help desk support.
• Maybe substituted with 2-year accredited college or university in Computer Science, Engineering, or MIS (Management Information System) degree and minimum 2 years of professional work experiences in IT help desk supports with technical certifications (such as Microsoft or Cisco, or Google Certification.)
• Basic knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience
• Must be familiar with various computers and operating systems (such as MS Windows 10/11, Linux, and Mac OS), MS Office, MS Outlook administration, Programming language knowledge/skills, Database knowledge/skills, and video conference support experiences.

Other Requirements

Flexibility in working hours, as some evening and weekend work is required.

Direct Reports

None

Working Conditions

Occasional evening and weekend work required.

Physical Requirements

Occasionally required to stand for extended periods of time, climb stairs, lift heavy objects, and do repetitive tasks with few breaks.

Hours

Full-Time, Salary, Exempt

Deadline to Apply

The application will remain open until the position is filled.

Equal Opportunity Employer

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.