IT Help Desk Agent

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

About The Position

The Information Technology Help Desk serves as the point of contact for all Colonial Williamsburg employees to receive support for the technology-related problems they encounter. The IT Help Desk Agent provides real-time, tier 1 support for computer hardware and software issues, business applications, printers, and voice and network systems via phone, email, and in-person interactions. The IT Help Desk Agent responds to, researches, diagnoses, and resolves problems through discussions with users, typically resolving less complex problems immediately and escalating more complex problems to senior level support. The IT Help Desk Agent works 100% onsite at Colonial Williamsburg.

Essential Functions:

Professional And Technical Responsibilities

 Provide timely and effective customer service in response to incidents and service requests reported to the IT Help Desk.

 Perform tier 1 problem determination for all reported computer hardware, software, application, printer, voice, and network problems.

 Thoroughly document all reported incidents and the actions taken to troubleshoot the issue in the IT Help Desk ticket system.

 Thoroughly document all service requests (ex. toner replacements, new software requests, computer equipment moves) in the IT Help Desk ticket system.

 Resolve reported incidents and service requests when possible and escalate to tier 2 and tier 3 support only after appropriate troubleshooting steps have been taken and thoroughly documented.

 Communicate effectively with all members of IT and other department contacts regarding major incidents.

 Create and update end-user and IT documentation for common problems.

 Monitor open issues and follow up on unresolved tickets by communicating with the end user.

 Maintain technical knowledge of desktop hardware and software systems, capabilities, and system utilities.

 Provide onsite equipment parts repair or point-of-sale terminal replacement service and manage the process to maintain spare part inventory replenishment levels.

 Provide after-hours, on-call tier 1 support on a rotating basis. Generally, this level of support is required one week per month. Must be able to remote into the systems and/or be on property within thirty minutes of first contact.

 Perform job functions within the standard operating procedures with built-in performance measures.

 Provide assistance and support for other assigned tasks or projects.

Collaboration And Partnership Responsibilities

 Work with all levels of IT tier resources to promote timely and effective problem resolution.

 Work with department contacts in communication of urgent notifications.

 Work with IT leaders in the identification of end-user issue trends and training needs.

Support Responsibilities

 Respond to tier 1 support issues during normal working hours.

 Provide after hour’s on-call tier 1 support for all foundation departments on a rotating basis. Generally this level of support is required once a week per month. On-call support means providing tier 1 assistance for all reported after hours emergencies. Must be able to remote into the systems and/or be on property within thirty minutes of contact.

Preferred Education & Experience:

• 2-3 years college education in a technology related program such as information systems;
• CompTIA A or higher-level certification;
• 1 year IT call center or help desk experience.
• Experience with iPhones, AV equipment, MacOS, and IBM iSeries;
• High school diploma or equivalent required
  
  

Required Qualifications:

• Working knowledge of Microsoft Windows Operating Systems; Microsoft Office Suite; TCP/IP; Client/Server technology; computers, printers, mobile devices and peripherals; technical hardware knowledge;
• Strong technical problem solving skills;
• Ability to communicate effectively both orally and in writing;
• Ability to demonstrate strong customer service skills in all types of situations, dealing tactfully, effectively and equitably with employees and vendors;
• Ability to work well under pressure;
• Ability to work well independently and as a member of a team; o
• Possesses initiative, imagination, resourcefulness and sound judgment in execution of work;
• Must be able to work an 8-hour per day shift onsite during normal business hours Monday through Friday, periodic overtime, and rotate remote, after-hours, on-call coverage over nights, weekends, and holidays;
• Must be able to lift and carry 30 pounds and type 50 words per minute.