ABOUT US

At The Huntington, we believe that having a team of diverse backgrounds and voices working together will enable us to support and promote the appreciation of the humanities, the arts, and botanical science. The Huntington is proud to be an equal opportunity employer and is committed to providing employment opportunities regardless of race, religious creed, color, national origin, disability, sex, gender, gender identity, sexual orientation or any other characteristic protected by local, state or federal law.

CANDIDATE REQUIREMENTS AND EXPERIENCE

Knowledge, skills, and abilities:

• Good general knowledge of computer hardware and software systems.
• Excellent problem-solving and troubleshooting skills
• Strong written and verbal communication skills, including ability to explain technical issues to non-technical staff members.
• Ability to adapt to changing technology and priorities
• Excellent customer service skills
• Capability to lift and carry personal computer and networking equipment.
• Ability to work flexible shifts including evening and weekends when required.
• Valid driver’s license.

Experience:

• High School Diploma or equivalent; further coursework in a related field and/or professional IT certifications are a plus
• One (1) year of experience in technical support or related field
• General knowledge of computer hardware and software systems, including
• Experience with remote desktop support and ticketing systems

ABOUT THE ROLE

The Digital and Technology IT Support Specialist is responsible for providing technical support and assistance to end users while ensuring the highest level of customer satisfaction. Working together with the IT team, the IT Support Specialist Working across all departments at The Huntington this position requires the ability to independently resolve and track issues while working as a dedicated team member on assigned projects. This role will interact with all levels of technology throughout the institution and requires additional capabilities in project management, end user education, and intern/volunteer mentoring.
S/he/they will demonstrate a background of working directly with people from diverse racial, ethnic, geographic and socioeconomic backgrounds, using a welcoming, inclusive, and accessible approach.

ESSENTIAL DUTIES

• Responds to requests for technical assistance via phone, email, and in-person.
• Provides exceptional service and support from problem identification through resolution.
• Diagnoses and resolves a wide range of technical hardware and software issues.
• Installs, configures, and maintains computer hardware, software, printers, and other peripherals.
• Troubleshoots network issues and connectivity problems.
• Assists with administrative tasks, including user account creation, permissions, inventory, and purchasing.
• Assists with new technology projects, including the evaluation, selection, installation, configuration, and maintenance of hardware and software systems.
• Provides basic training and support to users on computer software and hardware.
• Escalates issues to and collaborates with the rest of the IT team when necessary.
• Provides regular, timely updates to customers on the status of their issues and records all technical support activities accurately in the helpdesk ticketing system.