User Support Technician

Join us at The Cleveland Museum of Art (CMA) in our Digital Innovation and Technology Services department as a User Support Technician! This role reports to the Director of Support Services and is the first point of contact for technology help to CMA staff. The technician provides technical support for a wide variety of systems and applications via email and phone, deploys and manages computer hardware, software, and accompanying peripherals, provides training and documentation to staff, provisions network and email accounts, and assists with network operations and ARTLENS Gallery tasks.

Requirements and Key Competencies

• High school diploma or GED
• At least two years of experience working in a helpdesk environment.
• Knowledge of current computer systems and peripherals, Apple and Android mobile devices, Windows and Mac operating systems, and Microsoft Office is required.
• Keen understanding of iOS and Android mobile device and app troubleshooting is required.
• Ability to communicate technical ideas in easy-to-understand language and speak effectively one-on-one and in front of groups.
• Team oriented, have excellent interpersonal skills, and be able to work successfully with others.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Self-motivated, detail oriented, and have excellent analytical, problem solving, and documentation skills.

Responsibilities

• Respond to Help Desk tickets via email, phone, and chat ensuring efficient resolution of issues and accurate documentation of solutions.
• Troubleshoot a wide range of technical issues across hardware systems and applications, referring to manuals and documentation, and escalate calls as needed to CMA staff or the appropriate vendor.
• Provision, update, and deactivate user accounts in Active Directory and Office 365.
• Configure, customize, and deploy new computers, software, and peripherals to staff.
• Provision desk phones, phone extensions, voicemail, and network fax capabilities.
• Assist users with setting up approved wireless/handheld/mobile devices.
• Create and maintain computer operating system images, refreshing as needed.
• Assist with provisioning, updating, and administration of networked printers, VPN, Remote Access System, and anti-virus/anti-malware systems.
• Provide printer support and maintain related toner and drum inventories.
• Maintain a current inventory of hardware including but not limited to computers, printers, monitors, and other components and peripherals.
• Identify and remove technology equipment from service and assist with the proper disposal/asset recovery of those systems.
• Develop and conduct staff training sessions, creating accompanying reference documentation and guides for staff.
• Perform backup tape changes and transfer of tapes to offsite storage vendor.
• Propose options for improving Help Desk workflows, such as task automation, and contribute to implementation.
• Participate in testing and implementation of public-facing technology installations, including those for major exhibitions, providing feedback to the Digital Team.
• Advise department directors of recurrent problems or issues with hardware/software and propose guidelines for resolution.
• Assist with network maintenance tasks as needed.
• Assist Media Services staff with troubleshooting audio/visual issues in conference rooms and event spaces as needed.
• Provide ARTLENS Gallery support as needed, including but not limited to:
• Remove any barriers of technology in ARTLENS Gallery by greeting visitors and introducing them to ARTLENS App and gallery interactives.
• Provide support for technology in gallery installations throughout the museum.
• Provide guidance to visitors during gallery onboarding and app installation, troubleshooting technical issues when they occur.
• Provide an excellent visitor experience in the ARTLENS Gallery space, using the museum’s visitor interaction model as a guide.
• Monitor interactives for content issues and report them to the Digital team.
• Provides readily accessible technical or general information to visitors.
• Test new ArtLens App builds, reporting issues to the Digital team.

START DATE: The position is currently open and will be filled at the earliest opportunity.

Full-time Benefits include:

• Partner level membership to CMA
• Free, unlimited admission to select Cleveland Museum of Art ticketed exhibitions (two adult member tickets per visit, subject to availability)
• 50% off admission to select ticketed exhibitions for members' guests
• Free admission to select ticketed exhibitions for unlimited children, 17 and younger, when accompanied by a member
• Priority registration and discounts for museum art classes for adults and children
• 20% discount in the museum store
• 10% discount in the museum restaurant and café
• Annual subscription to Cleveland Art members magazine
• Free Garage Parking
• Your employment relationship with the museum qualifies you for free or discounted admissions to other cultural institutions such as the Natural History Museum, Botanical Gardens, The Cleveland Zoo, etc.
• Medical
• Dental
• Vision
• Life and Accidental Death and Dismemberment Insurance
• Voluntary Life
• Short Term Disability
• Long Term Disability
• HSA
• FSA
• 401(k) with company match
• Accident Insurance
• Critical Illness Insurance
• ID Theft
• Legal Services
• Pet Insurance
• Employee Assistance Program
• Paid Time Off