As directed by the Manager of IT Operations, delivers quality customer service to SFMOMA employees by providing them with first level contact to resolve technical problems. The Desktop Technician will be able to provide troubleshooting and problem resolution services to staff calling the IT Help Desk for assistance. The Desktop Technician uses documented processes and procedures to execute required duties and requires a minimum of supervision and assistance. The Desktop Technician also helps create/modify processes and procedures to effectively operate the IT Help Desk. Superior customer service and phone skills are required.
Accept Help Desk incident reports from staff regarding problems, technical requests, and other service-related issues. Document issues thoroughly and completely in the IT Help Desk system (Service Desk) and assign to applicable problem category
Assess urgency of issues, prioritize, and take appropriate steps toward resolution or escalation
Responsible for imaging and building workstations and laptops
Assist with desktop telecommunications support including Modular Messaging, Meet-Me-Conferencing, and MS Lync
Responsible for network port activation and coordination with event departments
Coordination with Operations department on supporting IP based Audio Visual devices
Working knowledge of mobile device technologies and OS
Responsible for printer maintenance and troubleshooting including print server and print queues
Within Windows and Macintosh environments, perform troubleshooting tasks as necessary and attempt to resolve issues within the scope of responsibility
Assist with end user training including scheduling, developing training modules and conducting training sessions
Responsible for the development and maintenance of all end user Desktop FAQs and Weekly Tip Sheets
Escalate technical issues to the Network Administrator, Systems Engineer or Systems Analyst and provide sufficient information to maintain continuity when responding to user requests and assist with troubleshooting and problem resolution
Monitor Service Desk incident tickets to ensure issues are being addressed and followed with users and second level support as necessary, to ensure users are aware of the status of the issue and when it will be addressed/resolved
Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
Provide friendly, courteous service to all users
Adhere to SFMOMA policies and procedures
Ensure all tasks are performed with a high level of customer service and satisfaction
Complete any additional tasks assigned by the Manager of IT Operations
Education and Training: Possession of an Associate's Degree or Vocational Training in Computer Science/MIS from an accredited college, university or vocational program or equivalent experience.
Work Experience: Minimum of 3 years technical experience.
Skills and Abilities:
Extremely detail oriented
Superior customer service and telephone skills
Superior verbal communications skills
Excellent written communications skills
Superior ability to prioritize and organize tasks
Advanced working knowledge of the Windows and Mac OS operating systems
Advanced working knowledge of the following PC/Mac software:
MS Office suite
Adobe Creative Suite
Web 2.0 Technologies
Remote diagnostic and problem resolution
Superior inter-personal and team interaction skills
Excellent analytical and problem-solving skills
Strong technical aptitude
Self-motivated and goal-oriented with a track record of achievement
Physical Demands: Must be able to lift 50 pounds.
Special Environmental Factors: Exposure to E.M.F. levels deemed non-hazardous by state and federal agencies.
POSITION: Desktop Technician
DEPARTMENT: Information Technology
SUPERVISOR: IT Operations Manager
NO PHONE CALLS, PLEASE!
The San Francisco Museum of Modern Art encourages people of color, residents of SOMA, and other San Francisco residents to apply. The San Francisco Museum of Modern Art is an equal opportunity employer committed to diversity.
SFMOMA - 20 months ago