The Corporation of the Fine Arts Museums is seeking a Helpdesk Technician. Under general supervision, the Helpdesk Technician provides technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products. This position translates technical knowledge into actionable direction. Working directly with other members of the Information Technology team, they ensure reliability and sustainability all of the Museums’ technology services as well as compliance with internal policies. The Helpdesk Technician supports museum staff, servers, staff computers, POS systems, and applications in a mixed operating system environment and works efficiently with other Technology and Innovation operations groups. This position provides substantive input when it comes to staff systems and tools that have an impact on keeping the museum productive.
Typical Duties and Responsibilities:
- Setup and ongoing support of Mac/PC computers
- Install and configure desktop/laptop computers, and software; service and maintain equipment.
- Maintain and manage user roles/permissions/group policies using Active Directory
- Build, update and manage Windows and OS X images
- Maintain technical and procedural documentation for systems and network configuration standards, installation and disaster recovery procedures with near line and cloud storage
- Resolve helpdesk tickets promptly and efficiently
- Keep helpdesk ticketing system up-to-date
- Assist with management and tracking of digital assets
- Provide basic training to staff
- Provide technical assistance to users; escalate and coordinate problem resolution activities; consult on feasibility, costs, and benefits of additions or enhancements; perform help-desk functions.
- Assist in the maintenance of files and libraries; maintain logical directory structure;
- Coordinate and schedule hardware repairs; perform routine equipment maintenance, repairs and modifications on various computer systems and related equipment; create user groups and individual accounts.
- Provide high quality customer service to all Museums’ staff regarding technology issues.
- Build and improve the technology resources available to staff.
Education: Bachelor’s degree from an accredited college or university preferably in computer science, information systems, or a closely related field
Work Experience: Three years of experience that demonstrates the knowledge and ability to provide 1st and 2nd tier support of all museum technology services
Substitution: May substitute one year of experience for every 30 college units. There is no substitution for the three (3) years of experience.
Skills and Abilities:
- Ability to maintain an unbiased stance to hardware and software in order to provide best fit solutions
- Demonstrated experience and knowledge of Microsoft Windows Server 2008R2/2012/2012R2
- Demonstrated experience and knowledge of Microsoft Active Directory Services, Windows 10, and OS X 10.15 and up
- Knowledge of LAN/WAN/WiFi network technology, topology and terminology, DNS, DHCP, NTP, SNMP.
- Knowledge of training techniques.
- Ability to communicate effectively orally and in writing.
- Ability to use logic and analysis to solve computer and systems problems.
- Ability to establish and maintain effective working relationships.
- Ability to apply new technologies and system changes.
- Ability to advise and provide interpretation to others on how to apply policies, procedures, and standards to specific situations.
- Ability to exercise the judgment, decisiveness, and creativity required in situations involving the evaluation of information against measurable criteria.
- Ability to read and understand professional journals and literature.
- Ability to prioritize competing requests for service.
- Sufficient strength and coordination for lifting, pushing, pulling, and/or carrying the weight of computer equipment (approximately 25 lbs.).
- Requires bending, stooping, and/or crawling in order to install or repair computer or printer cables.
- Requires hand/eye coordination for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers, and data entry.
- Requires rotational and shift assignment as well as travel to and work at both the de Young and Legion of Honor.
Step 1 of the pay range is $29.87 per hour.
This Union position is full-time, and has a full benefits package including medical, dental, vision and generous vacation, sick, and holiday policy. This is a fixed term position for a one-year duration.
Application Deadline: March 28, 2021
COFAM is the Corporation of Fine Arts Museums and is the privately funded non-profit corporation which supports the Fine Arts Museums of San Francisco, a department of the City and County of San Francisco.
COFAM is proud to be an equal opportunity employer and is committed to a policy of nondiscrimination in all phases of employment in accordance with all federal, state, and local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The Fine Arts Museums of San Francisco are the city’s largest public arts institutions and comprise the de Young and the Legion of Honor museums. The de Young, designed by Herzog & de Meuron and located in Golden Gate Park, showcases American art from the 17th through the 21st centuries, international contemporary art, textiles and costumes, and art from the Americas, the Pacific, and Africa. The Legion of Honor displays a collection of over 4,000 years of ancient and European art including Auguste Rodin’s The Thinker and houses the Achenbach Foundation for Graphic Arts in a Beaux-Arts style building overlooking Lincoln Park and the Golden Gate Bridge.