QUALIFICATIONS

• Bachelor’s degree in Computer Science, Engineering, or MIS (preferred) with 5+ years of IT help desk experience, or a 2-year degree with 10+ years of experience and relevant certifications (e.g., Microsoft, Cisco, or Google).
• Proficient in supporting various operating systems (Windows 10/11, Linux, Mac OS) and applications like MS Office, MS Outlook, and video conferencing tools.
• Strong knowledge of troubleshooting techniques, software management tools, and programming languages.

OTHER REQUIREMENTS

• Flexibility in working hours, as some evening and weekend work is required.
• Excellent team player with the ability to collaborate, learn, and support colleagues under supervision.
• Skilled in analyzing and resolving problems, performing root-cause analysis, and implementing solutions.
• Strong communication, interpersonal, and organizational skills, with a customer-focused approach to work.
• Ability to research and learn independently, supporting the Museum’s technology needs and continuously improving processes.
• Good attendance.
• Detail-oriented.

PHYSICAL REQUIREMENTS

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

JOB PURPOSE

The Help Desk Technician, supervised by the Chief Information Officer and in partnership with the Infrastructure Engineer, provides IT support to the Museum staff for hardware, software, networks, and other devices. Their responsibilities include installing, configuring, testing, deploying, and supporting desktop computers, laptops, printers, and other devices running MS Windows 10/11 or Mac OS. They also maintain and support both physical and virtual IT infrastructure, both on-site and at off-site data centers, to ensure smooth Museum operations.

DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for technical issues, diagnosing problems and providing timely support via phone, email, chat, or in person.
• Install, repair, and maintain computer hardware, software, printers, and networking devices, ensuring systems operate smoothly.
• Document and track technical issues, ensuring timely resolution and providing follow-up support to staff.
• Manage and report on inventory, licensing, and system updates; escalate unresolved issues as necessary.
• Assist in the design, installation, and troubleshooting of network systems, collaborating with the CIO and Infrastructure Engineer on LAN/WAN management, upgrades, and maintenance.
• Participate in special projects, providing technical support, training staff, and working with vendors for network system implementations.
• Continuously improve technical knowledge through training and conferences to enhance support and customer service skills.
• Provide exceptional customer service, maintaining strong communication and teamwork to meet the Museum’s IT needs.
• Other duties as assigned by the CIO.