Desktop Support Technician

Desktop Support Technician Position Overview: Reporting to the Manager of End-User Computing, the Desktop Support Technician will provide advanced support and troubleshooting for all I.T. hardware and software deployed at the MFA. This includes receiving, prioritizing, documenting, tracking, and actively resolving end-user technology requests. This position will work with staff across the I.T. Department, including the Desktop Support, A/V, In Gallery Technology, Networking, and Applications teams. Essential Functions: Provides technical support for end users and projects requiring I.T. services and support, including directly answering help desk calls and creating, assigning, and monitoring tickets. Work closely with the IT department Service Coordinator to ensure that all requests for IT assistance are responsively and accurately entered into the Call Tracking System. Prioritizes, schedules, executes, and follows up on all assigned I.T. requests. Provides advanced support and troubleshooting of all desktop hardware, software, and applications, including Microsoft 365 productivity applications, network and VPN access/multifactor authentication, web, mobile, and desktop versions of Outlook, antivirus/antimalware software, and Tier 1 network and enterprise application support. Provides support and troubleshooting for MFPs and desktop printers, digital signage, and gallery/exhibition technology, Images configures, deploys, updates, and supports PC and MP.C. desktop and laptop hardware and software, ensuring hardware and software asset tracking is maintained throughout the asset lifecycle. Executes IT hardwI.T.e deployments and enables hardware relocations associated with new hires and Museum space planning initiatives. Provides troubleshooting and support for all I.T. Department subgroups, including Helpdesk, Networking, Applications, A/V, and In Gallery Technology. Other duties as assigned or required The Museum reserves the right to change job descriptions. While this job description is intended to include essential duties, it is conceivable that job duties may change before the job description is officially revised. Requirements and Characteristics : Bachelor's degree Three to five years of related experience in a fast-paced IT work environment Excellent customer service skills. Extensive knowledge of current PC OperaP.C.ng Systems (macOS 14, Windows 10/11 Enterprise) Extensive knowledge of desktop computer hardware repairs, upgrades, and maintenance. Thorough understanding of Microsoft Office applications. Experience with Microsoft 365 (MS900 certification preferred). Familiarity with Microsoft Endpoint Configuration Manager and Intune. Thorough understanding of endpoint security and best practices Ability to learn new concepts on the job. Ability to document processes and instructions. Ability to complete multiple complex projects on deadline. Must be a supportive colleague of the Museum's values, efforts, and commitment to IDEA (Inclusion, diversity, equity, and access) Ability to maintain and protect confidential information in high-stakes environments and handle sensitive information with absolute integrity and discretion. Ability to walk extensively over a large campus, including stairs. There is occasional lifting and carrying of equipment (e.g., desktop towers, laptops, monitors, printers, and similar types of equipment), along with the walking part. Driver's license/ability to travel to offsite locations is a plus. Excellent written and verbal communication skills. Compensation Range and Schedule: Pay Range: $70,000 - $76,000/Annual Full-Time Salary - 35 hours per week. Please note that the advertised salary range is competitive and commensurate with experience. The Salary offered to a final candidate in good faith will depend on various factors, such as experience, education, specialized training, unique, relevant skills and abilities, internal equity, and other individual experiences and qualifications. The MFA is an equal opportunity employer. The community and audience we serve is diverse, and we wish to foster that diversity in our workplace. Toward that end, the MFA does not discriminate against individuals in hiring, employment or promotion on the basis of race, religion, color, sex/gender, gender identity and gender expression, age, marital status, national origin, sexual orientation, citizenship, handicap or disability, veteran or military status, political belief, pregnancy, genetic information or any other characteristic protected by law.