Help Desk Support, Tier 2

The part-time Help Desk Support, Tier 2 works closely with Desktop Support, the Chief of Information Services, and the Center’s managed service provider to ensure the smooth operation of the Center’s end-user technology, network infrastructure, and systems. Supporting many technological facets of our 135,000-square-foot public facility-including museum, library, archive, auditorium, and office spaces-the Help Desk Support professional plays a critical role in maintaining and enhancing our technology environment for over 100 staff and volunteers across the Center community.

The Help Desk Support, Tier 2, helps configure, maintain, and upgrade all elements of the Center’s end-user technology. This includes, but is not limited to, on-site computers, laptops, IP phones, security appliances, and storage devices. The new staff member will help manage the IT department’s Help Desk day-to-day operations, ensuring incidents and requests are handled promptly, effectively, and with courtesy.

Essential duties and responsibilities:

• Install, configure, maintain, and update end-user technology (e.g., desktops, laptops, printers, peripherals).
• Provide technical support via phone, email, and in person, troubleshooting hardware, software, and network issues.
• Resolve Help Desk incidents promptly; document issues and resolutions.
• Facilitate onboarding, separations, and desk moves, ensuring all technology needs are met.
• Manage user accounts and groups in various systems (e.g., AD, O365, Egnyte, Avaya).
• Learn and support the Center’s user applications (e.g., Teams, Adobe, Zoom, etc.).
• Desktop: Troubleshoot Windows/macOS, Microsoft 365, Office Suite, hardware setup, remote support tools, patch management.
• Network: Basic knowledge of TCP/IP, DNS, DHCP; VPN setup and troubleshooting; experience with routers, switches, firewalls, and wireless networking.
• Educate users on best practices, security policies, and software usage.
• Maintain and bolster network security and access control to ensure IT policy compliance.
• Implement and model IT and cybersecurity best practices.
• Monitor network availability and connectivity to facilitate optimal uptime.
• Research and stay informed about IT best practices.
• Identify opportunities for process improvement and assist in their implementation.
• Maintain clean and organized IT areas to facilitate efficient maintenance and troubleshooting.
• Help build and contribute to comprehensive and up-to-date documentation of the Center’s network (e.g., hardware, software, users, access).

Other Duties:

• Provide seamless IT coverage and serve as a backup for IT Department staff, as needed, during meetings, troubleshooting throughout the Center, in-depth projects, and vacations.
• Actively engage in learning and understanding all aspects of the Center’s IT infrastructure.
• Excellent verbal/written communication and customer service.
• Effective problem-solving, attention to detail, time management, and multitasking.
• Collaborative yet independent, adaptable to changing technologies, eager to learn.
• Perform additional tasks and projects assigned by the Center’s MSP or Chief of Information Services.

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or
• Associate’s degree with relevant experience and technical certifications.

Previous Experience:

• 1-2 years, if the candidate possesses a bachelor’s degree.
• 3-4 years, if the candidate possesses an associate’s degree.

Certifications (Preferred):

• Microsoft Certified Professional (MCP).
• CompTIA A+.
• Previous experience in a non-profit or cultural institution.

Other Requirements:

• Ability to lift/move equipment up to 30 lbs.
• Willingness to provide after-hours support as needed.