IT Systems and Support Specialist

Folger Shakespeare Library

2d•$30 - $35•Onsite

About The Position

The Folger Shakespeare Library seeks an IT Systems Support Specialist to join its Information Technology team. This is an entry-level technical role responsible for delivering reliable and responsive support for staff hardware, software, and core IT systems. This position is the first line of response for user-facing technology issues and is essential to ensuring a smooth, reliable IT experience for staff across the organization. The ideal candidate brings strong technical curiosity, sharp troubleshooting instincts, and excellent interpersonal skills. They communicate clearly, listen well, and demonstrate situational awareness when working with users under pressure. Prior professional experience is not required, but a working knowledge of common enterprise systems, comfort with technical concepts, and an eagerness to learn are essential.

Requirements

Demonstrated technical knowledge through coursework, certifications, side projects, or informal experience required.
Familiarity with Windows and/or macOS, Microsoft Office/365, and general troubleshooting methods.

Nice To Haves

Hands-on experience in a help desk, IT internship, or technical support role strongly preferred.
Exposure to Active Directory, endpoint imaging tools, and IT ticketing systems desired.
Experience using remote support tools (e.g., TeamViewer, ScreenConnect) desired.
Strong communication and customer service skills; able to adjust tone and approach based on audience.
High emotional intelligence and the ability to stay composed and solution-focused during challenging interactions.
Attention to detail and ability to follow consistent, repeatable processes.
Interest in developing toward systems administration, cybersecurity, or IT automation roles preferred.

Responsibilities

Serves as first line of support in responding to help desk tickets, emails, and walk-up requests covering hardware, software, account access, and connectivity issues.
Troubleshoots and resolves problems in Windows, macOS, Office 365, printers, Wi-Fi, and other common systems.
Escalates issues involving infrastructure, servers, or security based on documented workflows.
Provides calm, professional support to users, including those under time pressure or facing disruptions.
Configures, images, and deploys desktops, laptops, and mobile devices using standard build procedures.
Performs hardware replacements, upgrades, and basic repairs (RAM, batteries, docking stations, etc.).
Maintains up-to-date asset tracking and assignments in Folger's asset inventory management system.
Creates, modifies, and deactivates user accounts in Active Directory, Microsoft 365, and internal systems.
Coordinates onboarding by assisting new staff with login setup, email, file access, phone usage, and system orientation.
Supports offboarding procedures by revoking access, archiving data, and ensuring clean account closure.
Reviews and processes access requests for accuracy, risk, and appropriate authorization.
Provides clear and patient guidance to staff unfamiliar with IT tools or processes.
Sets up and troubleshoots video calls, projectors, conference rooms, and mobile AV systems for meetings and events.
Serves as backup support for digital signage, interactive displays, and lighting schedules across various Folger departments.
Provides in-person and virtual technical assistance for live meetings, trainings, and occasional early morning or evening events.
Maintains and updates internal IT documentation including how-to guides, troubleshooting protocols, and policy FAQs.
Identifies recurring issues and recommends improvements to tools, workflows, or user support materials.
Shares learnings from resolved tickets to help improve team-wide support quality and consistency.