IT Help Desk Technician
Job Title: IT Help Desk Technician
Department: Information Technology
Reports to: Director of Information Technology
FLSA Status: Non-Exempt
Employment Status: Full-Time
Schedule: Tuesday-Saturday
Hourly Compensation: $20.00-$22.00
Please submit applications directly on the Toledo Museum of Art website www.toledomuseum.org/jobs.
Since our founding in 1901, the Toledo Museum of Art has earned a global reputation for the quality of our collection, our innovative and extensive education programs, and our architecturally significant campus.
And thanks to the benevolence of its founders, as well as the continued support of its members, TMA remains a privately endowed, non-profit institution and opens its collection to the public, free of charge.
SUMMARY
Provides technology support for all Museum staff and systems. Works collaboratively with Information Technology staff on network, audio visual, hardware, and software issues and requests. Maintains and monitors end-user workstations and provides support to staff on Museum-supported applications.
KEY ACCOUNTABILITIES
- Provides first level end-user support for computers, software, point of sale terminals, peripherals, and audio visual equipment.
- Monitors and assigns help desk tickets and responds by telephone or in person to address the technical issues. Follows up to ensure ticket closure and customer satisfaction. Generates weekly reports of call tickets for review by Director.
- Participates in on-call rotation of support calls and provides event support after hours and on weekends when needed.
- Investigates user problems and identifying their source; determining possible solutions; testing and implements solutions.
- Works collaboratively with Information Technology staff on issue resolution and escalating problems as needed.
- Deploys point-of-sale equipment as needed for events and programs.
- Maintains the Museum’s technology asset inventory by maintaining an accurate inventory of computer hardware and software, tracking laptops that get loaned out, and preparing computer hardware equipment for disposal (donation/recycle).
- Maintains confidentiality regarding the information being processed, stored, or accessed by the end-users on the network.
- Works in cross functional teams with other departments.
- Stays current on technological trends and issues.
- Performs other duties as assigned or required.
EDUCATION AND EXPERIENCE
- High school diploma or GED equivalent and related work experience in computer/information technology or a related field required. Associate degree preferred.
- 1-2 years' relevant work experience in an information technology department.
- 1-2 years' experience working with hardware and in a help desk role with proven aptitude for diagnosing or repairing personal computers, audio visual, and consumer electronics.
SPECIALIZED KNOWLEDGE, COMPETENCIES AND ABILITIES
- Experience in customer service or customer facing work.
- Deep interest in and experience with engaging and interacting with visitors and technology.
- Outgoing personality and a capacity to build rapport with Museum staff and visitors.
- Ability to work flexible hours including evenings and weekends.
WORK ENVIRONMENT
Position requires extensive physical mobility – must be able to move about museum during entire shift. Must be able to communicate verbally both person-to-person, electronically and by radio and visually observe activities. Position requires ability operate a variety of technologies, including familiarity with computers, monitors, kiosks, projectors; The person in this position frequently communicates with public membership and staff who have inquiries and must be able to exchange accurate information in these situations. May occasionally lift up to 50 pounds and work at elevated heights with ladders and lifts.
BENEFITS
- 20 Days of Paid Time Off Annually
- 6 Paid Holidays Annually
- 2 Floating Holidays Annually
- 3 Paid Volunteer Days Annually
- Medical, Dental, & Vision Insurance
- 403b Retirement Savings Plan
- Short-Term Disability, Long-Term Disability, Term Life and AD&D Insurance Plans
- Paid Parental Leave
- Pet Insurance
- Employee Assistance Plan
- Museum Family Membership
- Employee Discounts in the Museum Store, Café, Studio Art Classes, & More!
The Toledo Museum of Art provides equal opportunity for employment and promotion to all qualified employees and applicants. No person shall be discriminated against in employment on the basis of race, color, religion, gender, age, national origin, marital status, disability, sexual orientation, veteran status or any other status or condition protected by applicable federal or state statutes. The Museum is committed to maintaining an environment in which all employees are treated equitably and given the opportunity to achieve their full potential in the workplace. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at jobs@toledomuseum.org or (567)-666-0387.