Specialist, Desktop Support

Department: Information Technology
Reports to: Associate Director, Desktop Operations
Job Type: Full-time – Regular
Job Classification: Hourly (Non-exempt)
Workplace Location: Los Angeles – Academy Museum, 8949 Wilshire, Pickford, Fairbanks, and Jefferson Warehouse

Summary/Objective:
The Desktop Support Specialist provides day-to-day desktop support and other technical operations for the Organization.

Essential Functions of the Job:

Maintain accurate IT Asset Inventory and assist in acquisition, deployment, support, and retiring of IT assets based on established IT Life Cycle management.
Provide support for IT Assets, such as computers, monitors, phones, mobile, tablets, printers, and other equipment.
Provide highly satisfying services and support for all levels of users in the Organization, including staff, members, vendors, and partners.
Administer all duties in accordance with established policies, procedures, and standards.
Effectively and efficiently manage the life cycle of the service request, including detailed documentation as well as escalation (when necessary and appropriate).
Multitask and prioritize work assignments and trouble tickets as necessary to ensure that help requests are resolved promptly.
On-call and after-hours work as needed for urgent escalations.
Other duties as required by IT Management.

Required Competencies:

A bachelor’s degree in information technology or an IT-related field is required.
Minimum of 3 years’ experience in installing, troubleshooting, and/or maintaining software and hardware installations, upgrades, and related activities.
Strong knowledge of Windows Operating System and Apple.
Must be a customer service-focused, self-motivated professional.
Ability to interface effectively with end users and non-technical people.
Strong interpersonal skills with a positive and enthusiastic attitude.
Ability to quickly learn systems with little or no documentation.
Continuous learning of new systems, business processes, and concepts is a must.
Demonstrated ability to think “outside-the-box”, perform research, and operate independently to devise solutions to difficult problems.
Demonstrated ability to work with executives, staff, and vendors who have varying computer skills.
Demonstrated ability to manage stress appropriately and professionally.
Demonstrated ability to operate as a team member, supporting departmental decisions, policies, and procedures with a positive attitude and communications (both to team members and other staff).
Ability to create and maintain technical documentation.
Excellent oral and written communication skills.
A commitment to diversity, equity, accessibility, and inclusion.

Preferred Qualifications:

A+, MSDT, or Help Desk certification preferred.

Physical Demands:

Ability to move and transport up to 40 pounds.

Required Vaccination: Full vaccination against COVID-19 is required, including any booster vaccinations as applicable. Exception: Medical and religious accommodations approved by the Office of People & Culture.

Hybrid Requirement: All Academy positions require a minimum of 2 days per week of in-person work at an Academy Location. Exceptions: Positions requiring daily in-person presence (ex. Front-line staff, staff who need to deal with materials on-site, etc.) and medical and religious accommodations approved by the Office of People & Culture.

Compensation: The expected salary range for this role is $34.00 - $36.00. The actual base pay offered will be determined by factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis.)

Benefits:

Comprehensive medical, dental, and vision coverage.
15 days of PTO, plus company-paid holidays.
Additional time off including summer hours, winter hours, and a cultural floating holiday.
Paid sick leave.
Paid parental leave.
401k retirement plan with a company match
Clean Air Commuter Program
Employee Assistance Program through CompPsych Guidance Resources.
Wellness benefits through Cigna Healthcare.
Free access to 16,000+ online courses through LinkedIn Learning
Free Academy membership screenings
Free tickets and screenings at the Academy Museum
Employee discounts through LifeMart and Working Advantage