Support Center Technician

Responsibilities :

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Perform remote troubleshooting using diagnostic tools and guided questioning.
• Install and configure computers (Windows and Mac), printers, VOIP phones, and peripheral devices.
• Triage all tickets in the Help Desk queue in a timely manner and escalate to the appropriate resource as needed.
• Answer incoming calls on the Help Desk phone line and log all calls in Connectwise ticket queue.
• Participate in the IT On-Call rotation.
• Maintain accurate inventory in Help Desk database.
• Work afterhours as required to support projects and events.
• Update all relevant and required documentation.
• Work with vendors as required to resolve issues in a timely manner.
• Work with the IT Security Manager to make sure the Help Desk is following defined security protocols and procedures.
• Troubleshoot wired and wireless networking, computer, AV, software, mobile devices, digital signage, and other technologies as required.
• Performs other duties as assigned.

Skills, Knowledge and Abilities :

Must have an excellent working knowledge of the following :

Optional

Education and Experience :

About the MFAH

The MFAH is an organization comprised of 600+ employees and 1,000+ docents and volunteers. The museum is more than 100 years old and ranks nationally among the top 10 art museums in exhibition space, memberships, endowments, and attendance, with 1M visitors annually. Our multifaceted institution includes multiple gallery buildings, a sculpture garden, two art schools, three eateries and two house museums for decorative arts. The encyclopedic collection numbers more than 70,000 works of art in a wide range of media.

As an employer, MFAH offers a supportive, collegial and inclusive work environment and a competitive benefits package.

Position Available

Title : Support Center Technician

Classification : Non-Exempt / Hourly

Schedule : 35-hour work week - 9 am to 5 pm

Pay Rate : Please see "Compensation" below

Work Location : Museum of Fine Arts, Houston

Working Conditions and Physical Demands

Work will primarily be performed in an office environment. Work will involve extended sitting and computer use. With or without reasonable accommodation, the individual selected must have the capacity to perform effectively all essential functions. In addition to the other demands mentioned, the demands of the job may or will include :

Equal Opportunities for All

At the MFAH, we believe that diversity, equity, accessibility, and inclusivity are fundamental to our organization. We welcome all candidates whose experience has prepared them to contribute to our organization and our pledge for workplace diversity, inclusion, and excellence.

Our commitment to our policy and practice of nondiscrimination represents more than good intentions. It provides for employment decisions that are made without regard to race, creed, color, age, gender, sexual orientation, religion, national origin, gender identity or expression, genetic information, disability, or veteran status, or any other protected characteristic as established by law or any other reason unrelated to your ability to join and contribute to our organization and support our mission to provide a museum experience for all.

Research shows that some individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.

The MFAH is equally committed to the full inclusion of all qualified individuals interested in employment with the organization. As part of this commitment, we want to ensure that persons with disabilities are provided reasonable accommodation needed to 1) participate in the job application or 2) interview process; 3) perform essential job functions; and / or 4) participate in the benefits and privileges of employment with the MFAH. If reasonable accommodation is needed, please contact the human resources department : HR@mfah.org

Benefits :

The Museum of Fine Arts, Houston, offers an excellent benefits package that includes :

The MFAH provides a generous schedule for time off under the following benefit categories :

Other Benefits

Compensation :

Salary will be commensurate with the applicant's experience and the needs and requirements expressed in the job description. The MFAH has set the pay range for this job and level as a general guideline and not a guarantee of the compensation amount or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, the needs and requirements expressed in the job description, as well as internal equity, and alignment with market data, and any related regulations or other laws.

Application Procedure

Qualified applicants should apply online, which will be the most effective way to ensure consideration. Application materials should include a cover letter, your resume or CV, and if you prefer, a list of references will be accepted but not required at this early stage in the process. Applications or letters of interest sent via mail, fax, or direct email to a staff member will not ensure consideration.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.