Help Desk Technician

The Help Desk Technician provides frontline technical support for staff across the organization. This role is responsible for troubleshooting hardware, software, network, account access, and general technology issues while delivering excellent customer service. The Help Desk Technician helps maintain daily IT operations, supports end users both onsite and remotely, and assists with documentation, device management, and technology projects.

This position plays a critical role in ensuring staff can effectively use organizational technology systems and tools.

Essential Job Duties (other duties as assigned)

• Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, phones, and peripheral equipment.
• Respond to staff support requests through the ticketing system, email, phone, and in-person channels.
• Troubleshoot hardware, software, connectivity, and account access issues.
• Escalate advanced or unresolved issues to appropriate IT team members, vendors, or external partners.
• Support onboarding and offboarding processes, including account setup, permissions, equipment deployment, and equipment recovery.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with password resets, MFA support, and basic account management.
• Configure and deploy user devices, workstations, and peripheral equipment.
• Support printer troubleshooting, conference room technology, and basic AV needs.
• Maintain accurate documentation of support requests, resolutions, inventory, assets, and procedures.
• Participate in system updates, deployments, maintenance activities, and technology projects.
• Follow organizational cybersecurity policies, procedures, and best practices.
• Provide professional, responsive, and customer-focused support to staff across all departments.As directed and with guidance, support the IT team with technical projects, administrative tasks, and other technology-related needs.

MOPOP Community

• Support our internal culture which inspires and empowers our staff to live our mission to its highest standards.
• Contribute to a consistent customer service standard across all departments.Work to ensure customer service is ingrained at the core of the team and is reflected outward to our guests and other staff.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Associate degree in Information Technology or related field, or equivalent professional experience

• 1-3 years of experience in a help desk or technical support role
• Experience supporting Windows and Microsoft 365 environments
• Basic understanding of networking concepts, printers, and endpoint devices
• Strong troubleshooting and problem-solving skills and ability to manage multiple priorities
• Excellent communication and customer service skills
• Ability to work independently and collaboratively within a team environment
• Experience with ticketing systems and remote support tools
• Experience supporting Azure Active Directory or Microsoft Entra ID environments
• Familiarity with cybersecurity best practices
• Experience with inventory and asset management
• Experience supporting AV or conference room technologies
• Strong organizational and documentation skills
• Ability to maintain confidentiality and professionalismAbility to lift and move technology equipment as needed

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Employee assistance program
• Free parking
• Commuter assistance, This full-time position includes Medical/Vision insurance, Dental insurance, 3.08 hours of accrued Vacation per bi-weekly pay period, Seattle Sick/Safe, up to 8 Company Holidays paid throughout the year, EAP, 401k plan with vested match schedule once eligible, and subsidized transportation benefits for Orca Pass or parking.

Why MOPOP?

We’re really glad you’re thinking about joining the team at MOPOP! We believe pop culture is a universal language capable of building connections across a range of people, no matter our differences in race, religion, gender, age, sexual orientation, ability, education, socio-economic status, ethnicity, country of origin, or any other characteristic that makes us who we are. For more than twenty years, we have been showcasing how music, film, fashion, video games, sports, and more spark those connections and create a lasting cultural impact.

MOPOP provides both a physical space and an emotional and intellectual opportunity for people from any background to explore, find and build community, and recognize their own creative potential. This applies not only to our guests, but also to our staff - be it in designing an educational program to engage the next generation of creators, trying to reach a new audience with a marketing initiative, preserving an artifact in our collection, or providing excellent customer service to a visitor. If this sounds like something you’d be into, we’d love to hear from you!

MOPOP’s Mission and Commitment to Diversity, Equity, Inclusion, and Accessibility

Our mission is to activate the world-shaping power of pop culture through participative experiences, discovery, and play. We believe pop culture connects us, and that it is powerful, complex, alive and who we are. MOPOP is actively committed to ongoing learning in the areas of diversity, equity, inclusion, and accessibility (DEIA). In partnership with our community, we hope to also develop safe spaces for their application. This includes taking steps to continue increasing our awareness of institutional “-isms,” as well as uncovering and undoing the ways they show up in museum culture. We recognize this is a process that requires intentionality, energy, and resources, and we are developing a DEIA framework that can cultivate a work environment and museum experience that is truly welcoming for all.

We are committed to creating an inclusive and equitable workplace, and we are proud to be an equal opportunity employer. We believe that having staff, interns, and volunteers with diverse backgrounds enables us to better meet our mission and encourage BIPOC, women, and LGBTQIA2S+ individuals to apply. We acknowledge that our work to build safe spaces and better systems for traditionally marginalized groups is ongoing and will require constant vigilance and expect all MOPOP employees to be part of our DEIA journey.