Support Center Technician

Support Center Technician

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 devices, and other technologies as required. Performs other duties as assigned.

Must have an excellent working knowledge of the following : Ability to analyze, diagnose and resolve reported problems on hardware, software, OS, applications and device compatibility. Installing / troubleshooting peripheral devices such as scanners, cameras, card readers, etc. Candidate must have experience troubleshooting PC's and printers in a large network environment. Excellent people and proactive communication skills. Experience with a ticket documentation system preferred. Excellent verbal and written communication skills required.

A minimum of three years' Support Center / Help Desk experience. Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus. Willingness to learn new technologies. Associate's or Bachelor's degree in related field preferred OR an equivalent combination of experience, education and related certifications from which comparable and demonstrable knowledge, skills and abilities have been achieved.

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.