fbpx Senior Help Desk Technician | The Studio Museum in Harlem

Senior Help Desk Technician

The Senior Helpdesk Technician will be responsible for providing stellar customer service and technical support to Studio Museum stakeholders in their use of Museum information technology. This includes end-user support and training in the use of the Museum's core end-user productivity technology, onboarding/ offboarding, including account creation in Office 365 and other applications, and provision, installation, configuration, and troubleshooting of desktop and laptop computers, smartphones and tablets, monitors, printers, scanners and copiers, and other computer hardware and peripherals. This position will also be responsible for setting up and supporting audio/visual equipment for our programs. All requests and resolution details will be recorded in the Museum’s Help Desk ticketing system.

 

Essential Job Duties and Responsibilities (Include but are not limited to):

  • Manage the workflow of IT Help Desk by assigning trouble tickets to staff and adhering to user timelines
  • Triage, resolve, accurately document, and follow up on support tickets with a high degree of empathy and personal care. Coordinate and/or serve as initial contact via telephone, email, and web, for individuals needing technical assistance or service requests
  • Maintain a high degree of responsiveness to customers after the initial contact by providing informative status updates and follow-up until a solution is achieved 
  • Escalate more complex problems to relevant IT team member or third-party services for resolution, and continue to coordinate and monitor status until issue is resolved
  • Perform basic computer software, hardware, and other IT setup and troubleshooting, onsite, on the phone, and using remote technology
  • Perform the timely onboarding of new hires and termination of staff to ensure creation or deactivation of user accounts, readiness, and delivery or recovery of necessary hardware (computer, mobile, and landline), and communicate with all involved team members
  • Monitor and reinforce end-user understanding of and compliance with Studio Museum policies and procedures
  • Manage user accounts, shared mailboxes, and Office 365 Groups using Active Directory and Azure Active Directory
  • Provide support for hybrid and remote work, including connectivity, equipment delivery/return, and remote support
  • Support Microsoft Office 365 services and applications, including Teams, Word, Excel, PowerPoint, OneDrive, SharePoint, messaging, telephone, and conferencing capabilities
  • Create, maintain, and troubleshoot the conference room audio/visual equipment, particularly Zoom rooms with iPad and Mac setups
  • Provide support for virtual and physical board meetings by assisting with Zoom setup and troubleshooting any issues that arise
  • Provide support for Museum audio/visual needs, including set up and installation of media equipment such as projectors, speakers, TVs, video monitors, and cameras for exhibits and live events
  • Troubleshoot audio, video, and lighting equipment, including digital signage, onsite kiosks, and other digital displays and interactive technology
  • Work with Director of Technology to monitor and manage networks and respond to alerts and notifications, including responding to critical notifications and outages after-hours
  • Provide monitoring and onsite support for specific Museum events that may occur outside of normal business hours including on weekends
  • Assist in the procurement of equipment, specifying parts, and obtaining quotes for purchase
  • Assist in the return of equipment at end-of-lease and secure recycling or disposal of equipment at end-of-life
  • Participate in or lead projects as assigned
  • Effectively communicate and collaborate with all functional areas within the Studio Museum
  • Work with a sense of urgency on a collaborative team while providing exemplary customer service
  • Support the Diversity, Equity, Inclusion, Belonging and Accessibility objectives of the Museum
  • Other duties as assigned

 

Qualifications:

  • Solid understanding of Windows and Apple MAC PCs
  • Experience supporting, troubleshooting, and managing mobile devices, including handheld computer devices and smartphones
  • Solid understanding of computer peripherals and accessories
  • Experience with endpoint management tools such as Microsoft Intune/Endpoint Manager
  • Solid understanding of network technology fundamental concepts
  • Demonstrated ability to handle multiple requests simultaneously from a variety of different stakeholders, appropriately prioritizing and following up with minimal supervision
  • Critical thinking skills
  • Willingness to learn new technologies
  • A self-starter, passionate about their work with new ideas
  • Must be a team player and open to change
  • Minimum of two years hands on Help Desk experience
  • Experience with Microsoft Active Directory, Azure Active Directory, and Office 365 administration
  • Experience with VMware Server Virtualization or server backup tools is a plus.
  • Experience with advanced network configurations (VLANs, Trunks, Port Aggregation, QoS)

 

Salary:

Salary Range: $65,000–$85,000

Salary is commensurate with experience within the guidelines of a small not-for-profit. A competitive benefits package is provided, including medical, dental, life and long-term disability insurance, a retirement account, and substantial vacation time.  

 

Application:

Please send your resume and cover letter to jobs@studiomuseum.org. Be sure to include "Senior Help Desk Technician" in the subject line. No phone calls or faxes.

Please note that while careful consideration will be given to each submission, the Museum will only be able to contact those applicants whose knowledge, skills, and work experience best fit the requirements of the position. 

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this JD describes you, then you are highly encouraged to apply for this role. 

Studio Museum in Harlem is an equal opportunity employer and considers all candidates for employment regardless of race, color, sex, age, gender identification, national origin, creed, disability, marital status, sexual orientation or political affiliation. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At the Studio Museum in Harlem, we are committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences and know that our diverse team is a strength that drives our success. 

The Studio Museum is requiring proof of Covid-19 vaccination for employment. In order to be eligible, participants must show proof of vaccination and a form of personal ID.