Help Desk Technician - Philadelphia Museum of Art

We Are Committed to an Inclusive Workplace

At the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.

How You Will Contribute

Working under the direction of the Help Desk Manager, the Help Desk Technician’s role is to assist museum staff who are experiencing any procedural or operating difficulty using any IIT applications, equipment, or services. While complex or high priority problems may be elevated to other IIT staff, the Help Desk Technician is responsible to ensure that an effective solution is provided to the user.

Specifically, you will:

• Provide support for IIT programs and services. Support includes- answering questions, troubleshooting problems, teaching, or instructing users regarding software or hardware functionality, and communicating policy.
• Determine the most effective manner to resolve users’ technical issue. Engage in research and in-depth troubleshooting to resolve technical issues. Consult with other IIT staff when necessary to develop an effective solution.
• Record required user and problem information in the call ticket system. Update tickets with appropriate journal entries of activities, and close tickets by entering details of trouble resolution upon completion of the job.
• Resolve work orders in a timely manner and elevate complex and/or high priority problems to the appropriate IIT staff for resolution. Follow-up on resolution of all work orders.
• Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Effectively, professionally, and respectfully represent IIT services to the museum community.
• Collaborate with other IIT team members to escalate and resolve complex issues.
• Work to become familiar with the operation of all commonly used software, hardware, and services supported by IIT.
• Stay current with industry trends and emerging technologies to provide proactive recommendations to clients.
• Willingness to learn and adapt to new technologies and methodologies.
• Champion the use of technology to staff and research new technologies and services that can be applied to make museum operations more efficient.
• Work on Help Desk related projects as assigned by supervisor.

Your background and experience include:

• Proven experience in providing IT support and troubleshooting technical issues.
• Experience supporting MS Windows, MS Office, Adobe, and other standard office applications.
• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
• Strong knowledge of computer hardware, software, and networking concepts.
• Familiarity with JAMF, ConnectWise, and PDQ or similar tools
• Knowledge of Avaya Phone Systems
• Experience setting up and supporting Dell equipment.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Strong problem-solving skills and the ability to work well under pressure.
• Highly organized and detail-oriented with good time management skills.
• A team player with a proactive and customer-centric attitude.
• Ability to work responsibly with or without direct supervision.
• Perform other duties as assigned.

Position and Compensation Details

• The HOURLY RATE for this position is $27.47.
• This position is FULL-TIME, NON-EXEMPT, and 35 hours per week.
• This position is part of the AFSCME Local 397 bargaining unit.
• This position reports to the Help Desk Manager.
• Physical requirements:
  • Able to remain stationary for extended periods of time, to utilize computers and other office equipment required of this job, to perform physically administrative duties in a typical interior office environment, gallery, or exhibit space, and to access most public and staff areas of the museum campus.
• COVID-19 vaccination required.
• Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Institutional Requirements

• Upholds the professional standards of the field, always acts in a manner that is consistent with the best interests of the museum and protects and enhances its reputation and standing within the community of museums.
• Adheres to the museum’s code of ethics and Employee Handbook and avoids any real or perceived conflicts of interest.
• Shows respect for co-workers and visitors and an understanding of and appreciation for the diversity of the museum’s staff, volunteers, and audiences.
• Maintains confidentiality.
• Adheres to all museum protocols, procedures, rules, and policies.

Application Timeline

Applications will be reviewed on a rolling basis. We encourage candidates to apply early as the position will close once we have a robust applicant pool or a candidate has been selected.

What We Offer

Our employees are at the center of the museum. As an employee, you will have access to numerous museum perks including, but not limited to:

• Free general admission to the museum for you and your immediate family
• Discounted guest tickets for admission
• Discounts on gift memberships
• Special staff tours and presentations from our curatorial and conservation teams
• Discounts at the museum restaurant, museum cafés, and museum retail and online stores

We offer a comprehensive benefits package for employees* including:

• Medical, dental, and vision benefits
• Fully paid short-term disability insurance, long-term disability insurance, and life insurance
• Health savings or flexible spending account program
• Retirement savings program with museum match
• Paid vacation, personal days, sick days, and holidays

*Eligibility for certain benefits is based on a variety of factors including the employee’s regular schedule and tenure.