Help Desk Technician

Philadelphia Museum of Art•Philadelphia, PA

9d•$27•Onsite

About The Position

Working under the direction of the Help Desk Manager, the Help Desk Technician’s role is to assist museum staff who are experiencing any procedural or operating difficulty using any IIT applications, equipment, or services. While complex or high priority problems may be elevated to other IIT staff, the Help Desk Technician is responsible to ensure that an effective solution is provided to the user.

Requirements

Proven experience in providing IT support and troubleshooting technical issues.
Experience supporting MS Windows, MS Office, Adobe, and other standard office applications.
Strong knowledge of computer hardware, software, and networking concepts.
Familiarity with JAMF, ConnectWise, and PDQ or similar tools
Knowledge of Avaya Phone Systems
Experience setting up and supporting Dell equipment.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Ability to manage constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Strong problem-solving skills and the ability to work well under pressure.
Highly organized and detail-oriented with good time management skills.
A team player with a proactive and customer-centric attitude.
Ability to work responsibly with or without direct supervision.

Nice To Haves

Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Responsibilities

Provide support for IIT programs and services. Support includes- answering questions, troubleshooting problems, teaching, or instructing users regarding software or hardware functionality, and communicating policy.
Determine the most effective manner to resolve users’ technical issue. Engage in research and in-depth troubleshooting to resolve technical issues. Consult with other IIT staff when necessary to develop an effective solution.
Record required user and problem information in the call ticket system. Update tickets with appropriate journal entries of activities, and close tickets by entering details of trouble resolution upon completion of the job.
Resolve work orders in a timely manner and elevate complex and/or high priority problems to the appropriate IIT staff for resolution. Follow-up on resolution of all work orders.
Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Effectively, professionally, and respectfully represent IIT services to the museum community.
Collaborate with other IIT team members to escalate and resolve complex issues.
Work to become familiar with the operation of all commonly used software, hardware, and services supported by IIT.
Stay current with industry trends and emerging technologies to provide proactive recommendations to clients.
Willingness to learn and adapt to new technologies and methodologies.
Champion the use of technology to staff and research new technologies and services that can be applied to make museum operations more efficient.
Work on Help Desk related projects as assigned by supervisor.

Benefits

Free general admission to the museum for you and your immediate family
Discounted guest tickets for admission
Discounts on gift memberships
Special staff tours and presentations from our curatorial and conservation teams
Discounts at the museum restaurant, museum cafés, and museum retail and online stores
Medical, dental, and vision benefits
Fully paid short-term disability insurance, long-term disability insurance, and life insurance
Health savings or flexible spending account program
Retirement savings program with museum match
Paid vacation, personal days, sick days, and holidays