Job Description

IT Help Desk (Full-Time, non exempt)

Department: IT
Reports To: IT Manager

ROLE & LEVEL/GRADE: T3 / 5

SUMMARY:

Reporting to the IT Manager, the IT Help Desk Technician provides front-line support for all technology users across the museum, including staff, researchers, educators, and public-facing teams. This role ensures the smooth operation of computers, AV equipment, mobile devices, network access, and museum-specific software. The ideal candidate is customer-focused, proactive, and enjoys troubleshooting in a dynamic and creative environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Perform general maintenance and support of computer systems

· Participate in IT projects, including system upgrades, migrations, and exhibit installations

· Monitor, track, and document help desk tickets using the museum’s ticketing system

· Set up, maintain, and support technology needs for museum events and programs

· Troubleshoot computer hardware and software issues and provide effective solutions

· Install and configure peripherals and devices for staff, interns, and volunteers

· Provide IT support to both on-site and remote users

· Assist staff and clients with the use of IT systems and software

· Configure, maintain, and troubleshoot networked printers and copiers

· Set up, configure, and maintain technology-based museum exhibits

· Attend IT team meetings and participate in ongoing training

· Perform other duties as assigned by the IT Manager or VP of Technology

KNOWLEDGE, SKILLS AND ABILITIES:

· Flexibility to work evenings and weekends as needed

· Quick learner with the ability to adapt to new systems and tools

· Strong problem-solving skills, including the ability to research solutions independently

· Experience troubleshooting Microsoft Windows and macOS environments

· Proficiency in mobile device setup and troubleshooting (iOS, Android)

· Advanced knowledge of Microsoft Office applications (Outlook, Excel, Word, PowerPoint)

· Experience with operating system imaging, upgrades, reinstallation, driver installation, and network configuration

· Familiarity with backup restoration tools (e.g., Veeam, Office 365)

· Basic understanding of IP addressing, subnets, VLANs

· Basic understanding of network security, MFA/2FA, anti-virus, anti-phishing and associated tools

· Experience with networking protocols/services (DNS, DHCP, RDP, SMTP)

· Hands-on experience with Active Directory administration

· Excellent verbal and written communication skills

· Strong organizational skills and attention to detail

· Ability to follow documented procedures and best practices

· Customer-focused with a commitment to high-quality service

· Self-motivated, able to work independently and collaboratively within a team

QUALIFICATIONS

· Associate’s degree or technical certification with at least 3 years of relevant experience

· Preferred certifications: CompTIA A+, Network+

PHYSICAL DEMANDS

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.
• While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; and talk and hear. The employee is required to stand and walk for prolonged periods of time, along with climbing and reaching with hands and arms. The employee must occasionally lift and/or move from to 50 to 70 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORKING ENVIRONMENT:

Work is normally performed in an interior environment. Some work from time-to-time will be in an exterior environment with exposure to climatic conditions. Schedule will include non-traditional hours, evenings, and weekends.

CLEARANCE REQUIREMENTS
• Background clearance.
• Drug screening as part of the Drug Free Workplace Program.

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