IT Desktop Technician
New Orleans, LA
Full-time
The National WWII Museum is an EEO employer - M/F/Vets/Disabled
The National WWII Museum is currently seeking an IT Desktop Technician. This position’s primary role is to provide desktop support to the Museum’s end users, both on-site and remote. This includes receiving, prioritizing, documenting, troubleshooting, and resolving end users’ requests as well as assisting with the set-up and installation of IT equipment.
Major Responsibilities:
- Receive, investigate, and resolve software and hardware problems for computer users; is responsible for the first level support of printers, PCs, IP telephones, copiers, and related equipment.
- Assist Museum staff with issues about any of the Museum’s supported software and computing platforms in a professional and courteous manner.
- Install new computers and software.
- Train new hires on the proper use of new hardware and on the network services available.
- Assist in tracking hardware and software license inventories.
- Assist with administration of server systems.
- Maintain Gateway Ticketing Point of Sale system, working with tech support to deploy hardware and configure the software to accommodate Museum requirements.
- Solve non-routine and complex software, hardware, network system, and networking and procedure problems.
- Research questions using manuals and resources and work with other consultants, IT staff, and affiliated vendors in answering staff questions related to the Museum’s IT system.
- Perform regularly scheduled backup of IT systems to ensure a reliable backlog of data and files.
- Establish support desk system for task management and tracking; develop methods to resolve issues involving IT, phone systems, and related equipment.
- Confer with staff, supervisors, and managers to determine support requirements for new features and applications.
Qualifications:
- Degree in the computer science field or four years of relevant experience.
- Knowledge of applications currently utilized by the Museum including Microsoft products (operating systems and office productivity), Gateway (ticketing), CounterPoint (retail), Raiser’s Edge (fundraising), and Financial Edge (accounting), as well as extensive knowledge of current developments in the field of information technology.
- Knowledge of MS SQL, MS Exchange, VPN, Active Directory, Windows Server Administration, Citrix, and other technologies.
- Ability to research problems quickly and resolve issues with minimal direct supervision.
- Ability to communicate technical issues in non-technical terms understandable to management and staff without information technology expertise.
- Ability to work on multiple projects simultaneously, frequently with short immediate deadlines; strong customer service, time management, conflict resolution, and problem-solving skills.
- Ability to work effectively with outside vendors and consultants.
- As needed, ability to work a flexible schedule that may extend outside of the typical 40-hour work week, including weekends and evenings, to complete tasks and deadlines.
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