Job Description

POSITION DESCRIPTION:

The Help Desk Support  Specialist will assist the Manager of IT in aspects of the Museum’s technology infrastructure that supports Museum staff and visitors.  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.  Working with the HR department, assist new staff with IT onboarding needs. Respond to requests from staff seeking assistance. Install, modify, and repair computer hardware and software. In addition will assist in the ongoing maintenance and security of the Museum building security system, and systems integral to the Museum’s exhibition program including audio/video systems and components, visitor service technology including the point of sale system, the computer network and server, hardware/software, printers and copiers, and the technical functionality of internal and external communication systems. The hours for this position are Sunday – Thursday, 9:00 am – 5:00 pm.

PRIMARY RESPONSIBILITIES:

• Identify, track, and resolve all hardware and software problems that affect applications, and workstations impacting normal museum business operations.
• Provide IT support for onboarding of new staff to include – preparing computers, IT training, etc.
• Handle printer/copier issues, to include adding/deleting users, troubleshooting, etc.
• Provide user assistance on efficient use of museum technologies.
• Provide wired and wireless network technical support.
• Create and keep spreadsheet of staff equipment.
• Add, change, delete or reset user access to museum applications and systems.
• Prepare detailed, accurate, and timely support documentation where required, including trouble tickets and project work orders.
• Prepare and distribute written communication to user community to advise users of problems and/or changes related to systems and their availability.
• Coordinate technical assistance to resolve telecommunication and network operational issues.
• Assist and add support as needed to maintain all AV equipment and components related to the exhibit experience including monitors, projectors, controllers, software and include regular maintenance of equipment hardware, lamps and consumable parts. 
• Assist as needed in setting up A/V needs including microphone and speaker set up as well as presentations.
• Perform other related duties as assigned.

EDUCATION/EXPERIENCE:

·       High School diploma or equivalent required. One of the following certifications are required, HDI-CSR, ITIL Foundations, MCSA/MCP, CompTIA A+

• Windows 10 experience required. Windows 11, Macintosh, IOS are nice to have.
• Network printer mapping and troubleshooting required.
• SQL experience is a plus.
• Microsoft Office experience is required, Office 365 would be nice to have.
• Apple Business Manager experience highly desirable.
• Adobe Acrobat experience required.
• Warranty RMA experience is desirable.
• Azure/Intune experience is a plus.

REQUIREMENTS:

• Minimum one year of related experience in a computer, technical or Help Desk environment preferred; or equivalent combination of education and experience.
• Demonstrated knowledge of Microsoft Exchange, Windows Operating Systems and all Microsoft Office products necessary.  Demonstrated knowledge of PC troubleshooting protocols and methodologies also required.
• Ability to work in a hybrid environment with Macs and PC users is nice to have.
• Superb customer service skills including the ability to develop and sustain effective working relationships with peers and subordinates; superior interpersonal ability; ability to work effectively with diverse personalities; tactful; mature; flexible and the ability to be confidential in all aspects of the job.
• Excellent written and verbal communication skills including ability to maintain accurate records and to respond in a service-oriented manner to employee requests regarding computer questions. 
• Experience establishing and managing multiple priorities within established time frames.  Ability to initiate, co-ordinate and organize projects/tasks through to completion accurately and on time.
• Regular weekend and holiday hours required and evening hours may be required as dictated by project or routine workflow.

 The Museum of the American Revolution (www.AmRevMuseun.org) is an Equal Opportunity Employer. To apply, please send a resume with 3 professional references to employment@amrevmuseum.or

Company Description

The Museum of the American Revolution explores the dynamic story of the American Revolution using its expansive collection of Revolutionary-era weapons, personal items, documents, and works of art. Immersive galleries, dynamic theaters, and recreated historical environments bring to life the events, people, and ideals of our nation’s founding and engage people in the history and continuing relevance of the American Revolution. Located just steps away from Independence Hall, Carpenters’ Hall, and Franklin Court, the Museum will serve as a portal to the region’s many Revolutionary sites, sparking interest, providing context, and encouraging exploration.