IT Systems and Support Specialist
The Folger Shakespeare Library, located on Capitol Hill in Washington, DC, is seeking a full time IT Systems and Support Specialist to join the Information Technology team! This individual, under the supervision of the Director of Operations and working closely with the IT team, will perform a variety of duties related to information technology support, including serving as the first point of contact for all end users with technical issues; troubleshooting and providing support via remote access, phone, or deskside; coordinating and implementing hardware upgrades; assisting with employee onboarding and offboarding processes via account set-up and termination; providing technical and AV support for meetings, library exhibitions, and other Folger functions; and maintaining and updating online documentation of IT policies, procedures and self-help tips.
Successful candidates for this position will have a high level of organizational skills and attention to detail, possess strong communication and customer service skills, and be able to successfully manage competing priorities.
This standard schedule for this role is Monday-Friday, 8:45am-4:45pm, which is a 35-hour workweek with an hour unpaid lunch daily. This position is currently hybrid, with 1-2 onsite workdays required; ultimately it will transition to a fully onsite role by end of 2022. The selected candidate will need to be within a commutable distance to the D.C. office (DC, MD, VA) by their start date.
Pandemic response: All staff, contractors, and visitors working or visiting onsite are required to be fully vaccinated against COVID-19 and furnish proof of vaccination (unless they have a medical or religious exemption). Masks are required in all shared or public spaces until further notice.
Compensation:
- This is a weekly-paid hourly position, with a pay range of $28-31/hr. for a 35-hour workweek
- Total compensation includes an extensive benefits plan, including fully covered health, dental, and vision insurance, and a generous 403b match, outlined at https://www.folger.edu/employee-benefits.
Duties:
- Provides Tier I support for all end users concerning technical issues. Enters and manages tickets in Kaseya, the helpdesk ticketing system. Escalates server, network, cloud, and other advanced issues to other staff as needed.
- Communicates with high-profile clientele, staff, and other users in a professional and courteous manner. Works with users to understand and resolve technical support issues as needed.
- Troubleshoots and provides support for users in an environment that includes Windows 7/10/365, Mac OS X, MS Office, Tessitura, Adobe, FileMaker, and more. Support may be provided via remote access software, over the phone, or deskside as needed.
- Implements hardware upgrades and installations of desktops, laptops, printers, and mobile devices. Help create and maintain standard image for workstation builds.
- Implements software upgrades and security patches on desktops and laptops in a timely manner. Coordinates with users on timing and needs so as not to interrupt workflows.
- Provides basic support for account management. Creates new hire accounts and terminates accounts as directed. Works with IT team to identify potential account issues during creation of new accounts and at closure of accounts. Ensures correct person has access to files of departed employees.
- Provides technical and AV support for meetings, exhibitions, and other Folger functions. This may include video conferences, presentations, large group phone-based meetings, exhibition tablet support, and more.
- Helps write and maintain documentation of policies, procedures, and troubleshooting in internal wikis. Ensures common problems or IT tips and directions are included on the wikis and provides links to users to increase awareness of this resource.
- Helps train end users in the use of equipment and software. Works with users to identify additional training needs where appropriate, and points users to resources available.
- Supports Researchers. Visiting Artists, and other non-staff with wireless networks and basic computer questions.
- Masters new and existing technologies as they develop. Identifies and informs on opportunities to improve methods and practices.
- Maintains strict confidentiality at all times. Follows all IT security and Folger wide security practices. Informs supervisor of any potential security issues.
- Other duties as assigned.
Education/Experience:
- Bachelor’s Degree required, or equivalent combination of education and experience.
- A minimum of one year experience in a helpdesk or desktop support role, including support of Microsoft Windows operating system, Office 365, experience supporting local and networked printers is required.
- Experience supporting cloud-based software is strongly desired.
- Experience supporting Active Directory helpful but not required. Tessitura support experience is a plus.
- Demonstrated desktop support experience in a medium-sized organization desirable.
Skills/Knowledge:
- Able to provide exceptional customer service in a dynamic environment; strong organizational and multitasking skills required.
- Able to communicate with a wide range of individuals of varying skill levels to provide technical support and guidance is required.
- Provide technical support in a professional and personable manner.
- Ability to write and maintain technical documentation detailing problems and solutions.
- Must be able to maintain strict confidentiality in all aspects of work and follow Folger-wide and IT specific security procedures.
- Working knowledge of network operations and server management preferred.
- Basic knowledge of relational databases, such as customer relationship management systems, and how to troubleshoot them desirable.
- Strong attention to detail.
Working Conditions/Physical Requirements:
This job operates in a professional office environment. The employee may be exposed to various components of an office environment, such as fluorescent lighting, pollen, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Normal work week is Monday-Friday, 8:45am-4:45pm. Ability to work varying and additional hours as project demands arise (including evenings and weekends) as necessary. May be required to work remotely after business hours in case of emergency.
- Generally, normal office working conditions. The noise level in the work environment is usually quiet.
- Requires physical agility, with the ability to squat, twist, and bend as needed. Ability to lift and carry weights up to 20 lbs and pull carts loaded with up to 40lbs of equipment.
- Ability to work at a computer for an extended period, with accuracy.
- Willingness and capacity to work in an office environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities.
- Capacity to communicate, in person, or using video, phone, or electronic communication methods, in a manner which can be understood by others.
Interested individuals should submit their cover letter and resume. Incomplete applications cannot be accepted. No phone calls please.