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

Description

OPEN DATE : September 17, 2024, 2024

CLOSING DATE : October 1, 2024

POSITION TYPE : Trust Fund

APPOINTMENT TYPE : Indefinite

SCHEDULE : Full Time

DUTY LOCATION : Washington, DC

Non-sensitive (NS) / Moderate Risk

Open to all Qualified Applicants

What are Trust Fund Positions?

Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the Smithsonian endowment, revenue from our business activities, donations, grants and contracts.

Trust employees are not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust positions are generally the same as for federal positions and in many cases trust and federal employees work side by side.

Trust employees have their own benefit program and may include Health, Dental & Vision Insurance, Life Insurance, Transit / Commuter Benefits, Accidental Death and Dismemberment Insurance, Annual and Sick Leave, Family Friendly Leave, 403b Retirement Plan, Discounts for Smithsonian Memberships, Museum Stores and Restaurants, Credit Union, Smithsonian Early Enrichment Center (Child Care), Flexible Spending Account (Health & Dependent Care).

Conditions 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. Proof of eligibility to work in U.S. is not required to apply.
• Applicants must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement.

OVERVIEW

The Smithsonian’s National Museum of Asian Art is committed to preserving, exhibiting, researching, and interpreting art in ways that deepen the public and scholarly understanding of Asia and the world.

Currently responsible for some 46,000 objects, the museum stewards one of the world’s most important collections of Asian art, with works dating from antiquity to the present.

The collection includes works from China, Japan, Korea, South Asia, Southeast Asia, the pre-Islamic Near East, and the Islamic world (inclusive of Central Asia, the Middle East, and North Africa).

It also stewards an important collection of nineteenth- and early-twentieth century American art. Its rich holdings thus bring the arts of Asia into direct dialogue with a focused American collection, providing a compelling platform for creative collaboration and cultural exchange.

Beginning with a 1906 gift that paved the way for the museum’s opening in 1923 as the Freer Gallery of Art America's first national art museum the National Museum of Asian Art has long been a national and international resource for visitors, students, and scholars.

Located on the National Mall in Washington, DC, its collections, galleries, laboratories, archives, and library form part of the world’s largest museum complex, which attracts tens of millions of visitors annually.

The museum is free and open to the public, 364 days a year. Its exhibitions, programs, learning opportunities, and digital initiatives are accessible to local, national, and global audiences.

Each year, dozens of students, fellows, interns, scholars, and researchers access the museum’s resources and expertise.

This 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 RESPONSIBILITIES

Technical 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, which may include computers, and peripherals such as cameras, projectors, or touchscreen monitors.
• Conducts hardware / software requirement assessment and procurement. Reviews and analyzes new or proposed software packages and recommends which applications would best support the museum’s mission.
• 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 in OCIO as well as with external contractors and consultants to administer accounts and network / cloud storage, resolve problems, and support all manner of computing and network issues across a broad range of IT service categories.
• 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. Contributes to project plans in all IT areas as assigned, documents work tickets in the Help Desk ticket system, and provides the department manager with project and activity status reports.
• Keeps informed of current technology trends and possible security risks, as well as SI IT-related policy changes, and shares relevant information with museum colleagues.
• Participates in identifying training needs in the museum for IT hardware and software systems, and in developing and delivering customer training to meet organizational needs.
• 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 (eg. Printers, scanners).

Familiarity with audiovisual equipment (projectors, microphones, speakers) a plus.

• Proficiency supporting Microsoft-based platforms (Windows, Active Directory, Microsoft 365, Office Productivity Suite).
• Experience with supporting Adobe products such as Photoshop, and with supporting museum-specialized software, eg. collections management software, a plus.
• 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.

Applicants, who wish to qualify based on education completed outside the United States, must be deemed equivalent to higher education programs of U.

S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.

Any false statement in your application may result in your application being rejected and may also result in termination after employment begins.

The Smithsonian Institution values and seeks a diverse workforce. Join us in "Inspiring Generations through Knowledge and Discovery."

Resumes should include a description of your paid and non-paid work experience that is related to this job; starting and ending dates of job (month and year);

and average number of hours worked per week.

What To Expect Next : Once the vacancy announcement closes, a review of your resume will be compared against the qualification and experience requirements related to this job.

After review of applicant resumes is complete, qualified candidates will be referred to the hiring manager.

Relocation expenses are not paid.

Commitment to Diversity, Equity, and Inclusion

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact campbellrm@si.

edu. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. To learn more, please review the Smithsonian’s Accommodation Procedures .

The Smithsonian Institution is an Equal Opportunity Employer . We believe that a workforce comprising a variety of educational, cultural, and experiential backgrounds support and enhance our daily work life and contribute to the richness of our exhibitions and programs.

See Smithsonian EEO program information : www.si.edu / oeema .

Founded in 1846, the Smithsonian is the world’s largest museum and research complex of 19 museums and galleries, the National Zoological Park and nine research facilities.

There are 6,000 Smithsonian employees, including approximately 500 scientists. The total number of objects, works of art and specimens at the Smithsonian is estimated at nearly 137 million.