IT HELP DESK ADMINISTRATOR

The National WWII Museum is currently seeking an IT Helpdesk Administrator. The IT Helpdesk Administrator is responsible for handling support requests for Museum staff both on-site and remote. This includes managing a ticketing system, prioritizing and documenting requests, knowledgebase maintenance, troubleshooting and resolving technical issues, and assisting with IT equipment setup and installation. The role emphasizes excellent customer service, organization, and effective communication of technical solutions to non-technical staff.

• Maintain the IT helpdesk system's daily functionality, including ticket escalation, knowledge base maintenance, and other core helpdesk functions.
• Provide first-level support for hardware, software, peripherals, and network-related issues, including computers, printers, phones, and copiers.
• Develop knowledge base articles, implement process improvements, and enhance general ticketing system functionality.
• Assist with administration of server systems, backup and monitoring system availability.
• Solve non-routine and complex technology issues efficiently and maintain documentation for troubleshooting procedures.
• Install, configure, and deploy new hardware and software, including the setup of new employee workstations and associated network access.
• Conduct training and answer questions related to supported software and computing platforms in a professional and courteous manner.
• Maintain accurate inventories of hardware, software licenses, and IT assets.
• Confer with staff, supervisors, and managers to identify, plan, and implement improvements to the Museum’s technology infrastructure and services.
• Research and resolve complex hardware, software, and networking issues, leveraging internal and external resources as needed.
• Assist with planning and executing system updates, including security patches and software upgrades.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or 4 years of relevant experience in a technical support role.
• Proficiency with Microsoft technologies, including Windows operating systems, Microsoft 365 (including Exchange Online, Teams, and SharePoint), and Active Directory.
• Familiarity with networking concepts and technologies such as VPNs, firewalls, and Wi-Fi access points.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
• Experience with help desk systems for managing support tickets and workflows.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical staff.
• Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.
• Strong customer service, time management, conflict resolution, and problem determination/resolution skills.
• Ability to work effectively with outside vendors and consultants employed by the Museum.
• As needed, be willing to work a flexible schedule that may extend outside of the typical 40-hour work week, including weekends and evenings, to complete tasks and meet deadlines.

Preferred Skills

• Experience with IT service management (ITSM) tools like Freshservice or similar platforms.
• Familiarity with commonly used software applications, including Point of Sale systems (e.g., Gateway), financial software (e.g., Financial Edge), and CRM tools (e.g., Raiser’s Edge).
• Certifications such as CompTIA A , ITIL Foundation, or Microsoft certifications are a plus.

In addition to offering competitive wages, the Museum’s benefits package includes:

• Medical insurance – 2 plan options; Museum pays 75% of premium
• Dental and vision insurance
• Flexible spending account
• 401(k) – Museum matches 50% of employee contribution up to 6%; employer contribution full vested after 3 years of employment
• Life insurance and AD&D - $15,000 policy employer paid; additional life and AD&D available
• Long term disability insurance
• Paid vacation and sick leave, 10 paid holidays per year
• Free parking
• Tuition assistance and professional development
• Employee assistance program

The National WWII Museum is an equal opportunity employer and seeks diversity in its workforce. We are dedicated to a policy of non-discrimination in employment on any basis including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Consistent with the Americans with Disabilities Act, applicants may request accommodations needed to participate in the application process.