Description

Title: IT Support Specialist 

Department: Administration

Schedule: Full-time

Reports To: IT Administrator 

Job Grade: 3

About ICP

The International Center of Photography (ICP) is the world’s leading institution dedicated to photography and visual culture. Through our exhibitions, education, public programs, and community outreach, we offer an open forum for dialogue about the power of the image. Since our founding in 1974, we have presented more than 700 exhibitions and offered thousands of classes, providing instruction at every level. Our new integrated center on the Lower East Side reunites our school and museum in one space to become the cultural anchor of Essex Crossing.

Position Summary:

The Entry-Level IT Technician will support the IT department by assisting the Senior IT Administrator with various technical tasks. This role involves providing technical support to staff, maintaining and troubleshooting hardware and software, and ensuring the smooth operation of IT systems. The ideal candidate will have a foundational understanding of IT principles, a keen interest in technology, and a strong desire to learn and grow within the IT field. 

Essential Functions and Duties:

• Provide first-line support to end-users for hardware, software, and network issues.
• Assist in diagnosing and resolving technical problems, escalating complex issues to the Senior IT Administrator as needed.
• Set up and configure new hardware and software, including PCs, printers, and peripherals.
• Maintain and update both Mac and PC workstations to ensure systems and software are current.
• Perform routine maintenance on IT systems, including updates, patches, and backups.
• Help maintain and manage user accounts, permissions, and passwords.
• Assist in troubleshooting and resolving issues related to operating systems, applications, and network connectivity.
• Document technical issues and solutions to assist with the contribution to knowledge base development.
• Conduct basic diagnostics on hardware issues
• Assist in the installation and configuration of hardware and software according to organizational standards.
• Assist in maintaining network connectivity and troubleshooting network issues.
• Support the setup and configuration of network devices such as routers, switches, and access points.
• Help monitor network performance and assist in the implementation of network improvements.
• Maintain accurate records of technical issues, resolutions, and IT inventory including computers and other equipment 
• Assist in preparing reports on system performance, user support requests, and other IT-related metrics.
• Work closely with the Senior IT Administrator to gain hands-on experience and learn advanced IT concepts. 

Supervisory Responsibilities: 

• N/A

Requirements

Preferred Qualifications:

ICP is committed to equal-opportunity employment. We believe that diversity, equity, and inclusion are values that are integral to offering an open forum for dialogue around photography and visual culture that is open to all. Through this lens, we hope to engage, educate, and inspire our visitors, students, and the community at large. We welcome candidates from diverse backgrounds and look forward to receiving your application.

Education Qualifications: 

• Associate's degree in information technology, Computer Science, or a related field, or equivalent experience.

Experience Qualifications: 

• 2 years of IT support experience 
• Experience with Microsoft 365, Group Policy, Active Directory, Entra ID, Office Suite for Windows & Mac 
• Experience in monitoring network performance and assisting in the implementation of network improvements.

Specialized Licenses or Certifications

• CompTIA A preferred
• CompTIA Network preferred
• Microsoft Certified: Windows Server Fundamentals preferred
• Microsoft Certified: Azure Fundamentals preferred

Competency Requirements (Skills and Abilities) 

• Working Knowledge of the following systems 
• Windows Server, Windows 10/11, and Mac OS X 
• Cisco Meraki equipment is a plus. 
• Addigy, Datto, Ring Central, Zendesk, and Azure is a plus
• Virtualization systems such as Hyper-V is a plus. 
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols
• Ability to identify and analyze problems with hardware, software, and network systems.
• Skill in resolving common technical issues and implementing solutions effectively.
• Ability to clearly explain technical issues and solutions to end-users.
• Proficiency in documenting technical issues, solutions, and support processes for future reference.
• Providing support with a focus on user satisfaction and understanding of user frustrations.
• Handling user concerns efficiently while maintaining a professional demeanor.
• Ability to manage multiple support requests and prioritize tasks effectively to ensure timely resolution.
• Knowledge of when and how to escalate more complex issues to senior IT staff or specialists.

Working Conditions

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. 
• While performing the duties of this Job, the employee is regularly required to sit and talk or hear.
• The employee is occasionally required to stand and use hands to finger, handle, or feel and reach with hands and arms.
• Capability to use ladders or step stools to access elevated equipment or network infrastructure.
• Comfort with working in confined or restricted spaces, such as server closets, equipment rooms, or under desks.
• Ability to manage and work effectively under pressure, particularly when resolving urgent or critical technical issues.

Special Environmental Factors: (Nature of the work environment)

• This position will require regular travel to ICP’s primary location, 79 Essex Street

Compensation and Benefits

• Salary will be competitive and commensurate with experience.
• ICP provides its staff with a generous benefits package featuring medical, dental, life insurance, short- and long-term disability, pre-tax transit and flexible spending programs, and 403(b) pension plan.

The International Center of Photography is an Equal Opportunity Employer.