Help Desk Technician

Title: Help Desk Technician
Reports to: IT Supervisor
Employment Status: Non-Exempt
Work From Home: 60% of the time or less
Regular Hours: 40 hours per week
Primary Functions: Support tier 1 & 2 tickets and assist with special projects

Work Performed:

Support tier 1 and 2 IT tickets and assists with special projects.

• Uses customer service skills to respond to tickets submitted from Users within agreed upon timeframe for the type and scope of the ticket, resolving or escalating if needed.
• Follow established policies, procedures and security measures to resolve issues.
• Provides follow up directly with users to manage any unresolved issues.
• Perform onboarding training for new hires covering topics such as email, account login, Multi-Factor Authentication and application listed in orientation guidelines.
• Records, documents and closes tickets following help desk ticket procedures.
• Consults with others including the IT Supervisor and Director of Operations & Technology on universal issues and solutions.
• Manages Active Directory accounts, creating, removing, modifying, and migrating users.
• Manages user creation and access for third party applications.
• Configure, update, and deploy PCs, laptops, printers, desktop phones, and other desktop IT assets.
• Prepare exhibition interactive devices working with the collections department.
• Assists with network and server hardware and software upgrades.
• Assists with office 365 user experience and configuration of mail flow.
• Performs limited database management.
• Provides A/V technician support for public programming and events.
• Support storage management, backup and restore operation, as required.
• Other duties as assigned.

Skills Required:
Candidate should have a High School diploma, 3 or more years of customer service experience-preferably in a museum setting, ability to work in a team environment, good oral and written communication skills, and outstanding attention to detail.

The candidate must possess the skills needed to have vision, work well with their colleagues, and understand the importance of a gracious and enriching experience for all users.

Work Environment and Physical Conditions:
The physical requirements and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job or may be encountered while performing the essential functions of this job. The employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about their work area, between buildings and the campus grounds, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 15 pounds.

Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions to the extent Hillwood may do so without undue hardship. The term “qualified individual with a disability” means an individual who with or without reasonable accommodation can perform the essential functions of the position.

Notice:
The preceding job description indicates the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time not does it proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

Hillwood requires all employees, volunteers and contractors to be vaccinated against COVID-19. Applicants who have qualifying medical conditions or who have a sincerely held religious belief, may request an exemption from the vaccination policy. Exemptions are determined on a case-by-case basis and in accordance with applicable law. Any medical information concerning an applicant’s disability will be treated as a confidential medical record in compliance with applicable federal, state and local laws.

Hillwood is committed to providing a living wage. This role is compensated at $24.00/hr.