IT Support Specialist

Hours: This position will, at times, require scheduled weekend, holiday and after-hours working, including support for various special events. The position may participate in rotating weekend coverage schedule, working alternating weekends to ensure consistent IT support., The IT Support Specialist (tier 1) serves as the first point of contact for IT-related issues and requests across all functions under the Omaha Zoological Society, including the Henry Doorly Zoo and Aquarium and Lee G. Simmons Wildlife Safari Park. This role provides tier 1 service desk support, managing the incoming requests, ticket queues, resolving issues within scope, and escalating or dispatching IT Support Analysts (tier 2) when appropriate. The IT Support Specialist is committed to delivering excellent customer service and maintaining a positive, professional experience for every guest and staff interaction. This role requires a balance of foundational technical knowledge, excellent problem-solving skills, and a strong customer-service mindset. The ideal candidate will diagnose, troubleshoot, and resolve routine hardware, software, audio/visual and network issues efficiently. Additionally, this position will assist IT Support Analysts (tier 2) with installation and maintenance of zoo networks and peripheral equipment, as well as general support of users’ software and hardware needs. This position reports to the Director of IT Networks and Systems., * Assist with the installation, configuration, and maintenance of computer workstations, printers, and network devices.

• Provide expedited response to point-of-sale issues to maintain maximum up time.
• Respond to the needs and questions of end users; troubleshoot, diagnose, and fix hardware and/or software problems (this can include both PC and Apple platforms).
• Maintain user accounts on the domain and provide access to network resources.
• Support zoo staff use of Microsoft Office 365.
• Interface with other zoo departments and vendors to report and resolve software and hardware issues; develop solutions consistent with organizational objectives.
• Provide instruction and guidance on proper use of computer equipment, software, and phones.
• Organize and schedule updates to system software and device drivers.
• Maintain records of issues, resolutions, and maintenance schedules.
• Assist with the maintenance and use of audio/visual systems.
• Assist tier 2 support as needed.
• Perform other duties as assigned by manager.

• Technical knowledge of computer hardware.
• Knowledge of both PC and Apple platforms.
• Knowledge of Microsoft Windows operating system and Office 365.
• Basic knowledge of network hardware and cabling.
• Commitment to excellence and high standards.
• Strong written and oral communication skills.
• Ability to manage priorities and workflow.
• Ability to work independently and as a member of a team.
• Proven ability to handle multiple projects and meet deadlines.
• Ability to deal effectively with a diverse group of individuals at all organizational levels.
• Good judgment with the ability to make sound and timely decisions., * Associate degree in information technology, information systems, or computer science, or 1-2 years of related experience.

Candidates will be required to pass a pre-employment background check, drug test, and possess a valid driver’s license with a good history. Work Environment/Physical Demands:

• Professional office environment.
• Light physical effort with occasional lifting of 25 to 50 pounds.
• Keyboarding and desk work for long periods of time.
• Mobility to physically assess technology activities in various locations across the zoo, aquarium, or safari park, possibly in inclement weather.
• Scheduled weekend and after-hours/special event work.