The Brooklyn Museum seeks a highly organized Senior Help Desk Analyst to handle all facets of department administration and end user support and assist the Network Administrator with support of the Museum’s network and networked applications. This position will be the primary provider of desktop support to our end users and will be responsible for troubleshooting hardware, software, and peripherals in a Windows Active Directory domain.
Qualifications:
College degree, or equivalent experience, including relevant experience involving customer service and departmental administration
Minimum of two years of experience supporting multiple users and servers in a production environment and supporting machines in a networked environment configured with Group Policy
Basic understanding of information and systems security and the tools used to protect them
Demonstrated ability to solve user problems and organize and track tasks to completion
Advanced knowledge of Microsoft Windows, Office, and Outlook. Knowledge of Adobe Creative Cloud a plus
Experience repairing and upgrading PC desktop/laptop hardware and software. Knowledge of Mac hardware and software a plus
Support experience for iPad/iPhone hardware and iOS software and MDM management software. Android knowledge a plus
Experience supporting and troubleshooting HP printer hardware and software configurations. Epson wide-format plotter experience a plus
Basic understanding of Windows networking concepts (IP configuration, DNS, etc.)
Thorough understanding of Windows groups and permissions, and how they apply to resources within a Windows domain (file and print sharing)
Experience with Google Drive or Office 365 in an enterprise environment
Expertise in imaging systems, such as Ghost or WDS
Experience supporting Point of Sale systems
Ability to multitask and provide good customer service
Excellent organizational, written, and oral communication skills
Demonstrated ability to pursue goals without daily supervision
Responsibilities:
Serve as the primary point of contact for all issues submitted to the Help Desk (by phone or electronically) and troubleshooting and resolving these issues in a timely fashion to the user’s satisfaction
Handle all aspects of advanced user support, including smartphones, specialized software installation, permission and security issues on the desktop, and remote access
Route basic user support questions to appropriate support staff, resolving issues when possible, escalating when needed, and logging and tracking support requests and resolutions
Onboard new users and provide tutorials and overviews of the applications and services provided by the Technology Department. Help our staff become comfortable with and proficient in our tools.
Write documentation and FAQs/How To guides for common tasks that staff can perform independently
Train and supervise additional support staff on Museum technology policies, procedures, and best practices
Responsible for learning new systems as they are implemented by Technology to be able to support and train Museum staff on these systems
Work with the Network Administrator on installing, upgrading, and supporting networked applications and services
Work with the Network Administrator to maintain patch schedule, virus protection and local firewalls for desktops and servers
Perform basic user and security administration on all applications and services, including Active Directory, Google Apps, Exchange, Office 365, and file servers
Track inventory and condition of computer equipment, printers, and related supplies
Perform hardware maintenance and upgrades (user-replaceable parts) on printers, laptops, desktops and servers
Process purchase orders for new equipment and related supplies
Actively participate in the annual budget process to ensure we’re procuring the required products and services in support of our users
Work directly with the Network Administrator on the implementation of policies, procedures, and best practices
Perform backup server administration including backup, tape rotation, restore and verification
Move computer and printer equipment up to 50 lbs. to facilitate equipment installation or moves
Start date: Immediately
Department: Technology
Reports to: Director of Technology
Position type: Full-time
Grade & salary: Grade Pending - $60,000
Union status: Union – UAW Local 2110
FLSA status: Exempt
Schedule: 35 hours per week, Monday through Friday, 9 am to 5 pm. This is a 9–5 position, but may require additional time outside of working hours in case of emergencies and upgrades. The person in this position will participate in an on-call rotation for after-hours and weekend support. Punctuality is critical.
Apply online
If you have questions about our online application system, please get in touch with us at job.application.questions@brooklynmuseum.org.
At the Brooklyn Museum, we value all types of experience. For us, a successful candidate has many of the qualities listed in our job postings, and the desire and capacity to learn the rest on the job. So if much, but not all, of a job posting describes you, then we welcome your application.
