What are the responsibilities and job description for the Information Technology Support Specialist position at Toledo Museum of Art?
Job Title: Information Technology Support Specialist
Department: Information Technology
Reports to: Director of Information Technology
FLSA Status: Exempt
Employment Status: Full-Time
Annual Compensation Range: $51,800 - $60,800
Deadline to Apply: March 28 at 12:00pm EDT
Since our founding in 1901, the Toledo Museum of Art has earned a global reputation for the quality of our collection, our innovative and extensive education programs, and our architecturally significant campus. Thanks to the benevolence of its founders, as well as the continued support of its community, TMA remains a privately endowed, non-profit institution and opens its collection to the public, free of charge.
At the Toledo Museum of Art, we are dedicated to fulfilling our mission and our commitment to cultivating an organizational culture where every individual feels valued, inspired, respected, and empowered. We believe fostering such a culture requires everyone to work daily at positively enhancing the experience of our team members. We hope all interested in employment here will strive to elevate our mission and our culture!
SUMMARY
The Information Technology Support Technician provides technological support for all Museum staff and systems. This position works collaboratively with other Information Technology team members on network, audio visual, hardware, software issues and requests. This position primarily focuses on handling escalated issues requiring more technical knowledge and deeper troubleshooting solutions. The position requires excellent communication and strong technical skills to provide in-depth troubleshooting and backend network support. This role supports key business applications and special technology projects.
KEY ACCOUNTABILITIES
- Technology Support
- Provides second level end-user support for computers, software, point of sale terminals, peripherals, and audio-visual equipment.
- Installs, configures, and supports computer systems, software, POS terminals and peripherals, audio visual equipment, video surveillance, access control, security systems, and associated equipment and cabling.
- Participates in on call rotation of support calls and provides event support after hours and on weekends when needed.
- Investigates hardware and software problems and identifying their source; determining possible solutions; testing and implements solutions.
- Performs basic networking and security administration tasks.
- Researches and implements technical configurations to be deployed on key business applications to meet museum business requirements.
- Communication
- Works collaboratively with Information Technology staff on issue resolution and escalating problems as needed.
- Responds to all technology request inquiries via phone, email, chat tools, and in person.
- Provides step-by-step guidance to resolve issues.
- Documents issues and solutions for future reference in ticketing platform.
- Follows up with internal and external customers to ensure satisfactory service.
- Administration
- Maintains confidentiality regarding the information being processed, stored, or accessed by the end-users on the network.
- Monitors and resolves help desk tickets and responds by telephone or in person to address the technical issues. Follows up to ensure ticket closure and customer satisfaction.
- Identifies and documents technology related issues and risks related to project plans and escalates to Director of Information Technology.
- Continuous Improvement:
- Works in cross functional teams with other departments.
- Stays current on technological trends and issues.
Performs other duties as required or assigned.
EDUCATION AND EXPERIENCE
- Bachelor’s degree in in computer/information technology and 3 years’ relevant work experience preferred.
- 3 or more years’ relevant work experience in an information technology department.
- 3 or more years’ experience working with hardware and software and in a help desk role with proven aptitude for diagnosing or repairing various forms of technology equipment and tools.
- Strong technical skills, including proficiency in common software applications, operating systems (Windows, macOS), and basic networking concepts.
- Experience with Microsoft Active Directory, Office365, Security and Firewall platforms, and cloud-based software platforms.
SPECIALIZED KNOWLEDGE, COMPETENCIES, AND ABILITIES
- Experience in customer service or customer facing work.
- Deep interest in and experience with engaging and interacting with visitors and technology.
- Outgoing personality and a capacity to build rapport with Museum staff and visitors.
- Ability to work flexible hours including occasional evenings and weekends.
- Ability to work independently and set priorities on assigned work.
- Ability to gather and analyze facts, draw conclusions, define problems, and suggest solutions.
- Ability to communicate effectively: build consensus, facilitate working sessions, and negotiate solutions and alternatives.
- Demonstrated interest in a career in the museum field.
WORK ENVIRONMENT
Position requires extensive physical mobility – must be able to move about museum during entire shift. Must be able to communicate verbally both person-to-person, electronically and by radio and visually observe activities. Position requires ability operate a variety of technologies, including familiarity with computers, monitors, kiosks, projectors; The person in this position frequently communicates with public membership and staff who have inquiries and must be able to exchange accurate information in these situations. May occasionally lift up to 50 pounds and work at elevated heights with ladders and lifts.
BENEFITS
- 25 Days of Paid Time Off Annually
- 6 Paid Holidays Annually
- 2 Paid Floating Holidays Annually
- 3 Paid Volunteer Days Annually
- Birthday Paid Day Off
- Medical, Dental, & Vision Insurance
- 403b Retirement Savings Plan
- Short-Term Disability, Long-Term Disability, Term Life and AD&D Insurance Plans
- Paid Parental Leave
- Pet Insurance
- Employee Assistance Plan
- Museum Family Membership
- Employee Discounts in the Museum Store, Café, Studio Art Classes, & More!
The Toledo Museum of Art provides equal opportunity for employment and promotion to all qualified employees and applicants. No person shall be discriminated against in employment on the basis of race, color, religion, gender, age, national origin, marital status, disability, sexual orientation, veteran status or any other status or condition protected by applicable federal or state statutes. The Museum is committed to maintaining an environment in which all employees are treated equitably and given the opportunity to achieve their full potential in the workplace. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at jobs@toledomuseum.org or (567)-666-0387.
Salary : $51,800 - $60,800
