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