IT Specialist (Customer Support) (IS-2210-09) - Washington DC

Company: Smithsonian Institution
Location: Washington, DC
Posted On: 09/20/2024

IT Specialist (Customer Support) (IS-2210-09)Application Deadline: 1 October 2024Department: National Museum of Asian ArtEmployment Type: Full TimeLocation: Washington, DCReporting To: Head of Web and Digital MediaCompensation: $68,405 - $82,085 / yearDescriptionOPEN DATE: September 17, 2024CLOSING DATE: October 1, 2024POSITION TYPE: Trust FundAPPOINTMENT TYPE: IndefiniteSCHEDULE: Full TimeDUTY LOCATION: Washington, DCConditions of Employment

• Pass Pre-employment Background Check and Subsequent Background Investigation for position designated as low risk.
• Complete a Probationary Period
• Maintain a Bank Account for Direct Deposit/Electronic Transfer.
• The position is open to all candidates eligible to work in the United States.
• Applicants must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement.OVERVIEWThis position serves as the primary on-site support for technology within the museum and has the responsibility of assisting and participating in the planning and delivery of IT customer support services including installation, configuration, troubleshooting, customer assistance, or training.The successful candidate will be dependable with a passion for technology and an interest in constantly developing their skills on the job, be experienced with direct client interactions, and able to work well both individually and as part of a team. They will have experience with computer and network support. Experience with audiovisual equipment, and/or a demonstrated interest in the arts, education, and/or museums is a plus.DUTIES AND RESPONSIBILITIESTechnical Support
  • Respond to requests to resolve problems and provide services made through the SI helpdesk, via phone, in person, or electronically.
  • Coordinates with and works complementary to the remote desktop support provided by the Office of the Chief Information Officer.
  • Serves as primary on-site support for technology within the museum including but not limited to:
    • Desktop and laptop computer hardware and software.
    • Peripheral devices such as printers and scanners.
    • Tablets and cellular communications devices.
    • Independently diagnoses and resolves malfunctions.
    • Installs and configures computer and peripheral hardware and software, email, VOIP telephones, videoconferencing software, network connectivity issues, fax machines, internet access.
    • Plans and coordinates installation of network and/or office automation workstations and the movement/reinstallation of existing equipment at any of the museum's locations.
    • Assists with the support of exhibition technology, including configuration, troubleshooting, performing maintenance or updates, and assisting with installation/de-installation of equipment.
    • Conducts hardware/software requirement assessment and procurement.
    • Provides and/or seeks sources of technical expertise and performs technical research in areas such as networking, IT security, server configurations, and specialized hardware or software.
    • Works independently or closely with computer/network/security administrators, technicians, and/or other computer specialists to administer accounts and network/cloud storage, resolve problems, and support all manner of computing and network issues.
    • Provides formal and informal training, demonstrations in person and remotely to end users on how to use computers, peripherals, network resources, and a variety of software.IT Management
      • Assists with the review of internal policies and technical documentation relevant to IT, networking, and operational security of the museum.
      • Assists with periodic review of existing technology within the museum and recommends improvements as needed.
      • Provides documentation of procedures and installed configurations on all equipment.
      • Keeps informed of current technology trends and possible security risks.
      • Participates in identifying training needs in the museum for IT hardware and software systems, and in developing and delivering customer training.
      • Ensures customer support services comply with information security and integrity policies, principles, and procedures.
      • Performs other duties as assigned.QUALIFICATION REQUIREMENTS
        • 2+ years of hands-on Helpdesk/IT Customer Support experience
        • High school diploma, GED or equivalent
        • In-depth knowledge of Windows and MacOS operating systems, computer hardware and peripheral devices.
        • Proficiency supporting Microsoft-based platforms.
        • Experience with supporting Adobe products such as Photoshop.
        • Understanding of computer security and data privacy principles.
        • Detail-oriented and organized with excellent problem-solving and analytical skills.
        • Must be able to work onsite in Washington DC
        • Excellent written and verbal communication skills.
        • Ability to work independently and to be a flexible and resourceful team player.The Smithsonian Institution values and seeks a diverse workforce. Join us in "Inspiring Generations through Knowledge and Discovery."
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