About Our Organization

Founded in 1968, The Studio Museum in Harlem is a cultural leader that champions and preserves the prolific legacy of artists of African descent while simultaneously promoting critical thinking about art, culture, and community. Born out of an urgent need amid the political, social, and cultural ferment of the late 1960s, the Studio Museum was founded to create a new paradigm in which institutionally ignored artists of color would be seen, discussed, rewarded, and made known to the public. Today, the Studio Museum continues to serve as the nexus for Black artists locally, nationally, and internationally, and for work inspired and influenced by Black culture.

Job Summary

The Senior Help Desk Technician will be responsible for resolving tickets entered into the Help Desk system. This includes end user support, onboarding/offboarding, configuration, and installation of various pieces of computer hardware, including desktop computers and peripherals. The Senior Helpdesk Technician will also be responsible for setting up and supporting various pieces of audio/visual equipment for our varying programs. The Senior Help Desk Technician is also responsible for the installation and maintenance of the Museum’s infrastructure including cables, switches, and patch panels. 

Essential Duties and Responsibilities

• Manage the workflow of IT Help Desk, assign trouble tickets to staff, and adhering to user timelines. 
• Accurately document, triage, resolve, and follow up on support tickets.
• Coordinate and/or serve as initial contact via telephone, email, and web, for individuals needing technical assistance or service requests.
• Perform basic computer software, hardware, and other IT setup and troubleshooting, onsite, on the phone, and using remote technology.
• Play a major role in the onboarding of new hires and termination of staff to ensure timely creation or deactivation of accounts, readiness, and delivery or recovery of necessary hardware (computer, mobile, and landline), and ongoing communication to all involved. 
• Create, maintain, and troubleshoot the conference room audio/visual equipment, particularly MS Teams rooms with BYOD setups.
• Provide support for virtual and physical board meetings by assisting with Zoom setup and troubleshooting any issues that arise. 
• Provide support for museum audio/visual needs including set up and installation of media equipment such as projectors, speakers, TVs, video monitors, and cameras for exhibit interactives and server, as well as live events. 
• Troubleshoot audio, video, and lighting equipment, including signage, onsite surveys, and development engagement tools (membership projector, blade sign, donor wall).
• Work with the Director of Technology to monitor and manage networks for Museum events. 
• Assist in the procurement process of equipment including specifying parts and obtaining quotes for purchase. 
• Support Microsoft Office Suite and Office 365 applications inclusive of Teams, Word, Excel, PowerPoint, SharePoint, and Exchange. 
• Manage user accounts in Active Directory and or Microsoft 365.
• Maintain a high degree of responsiveness to customers after the initial contact by providing informative status updates and follow-up until a solution is achieved.
• Escalate more complex problems to relevant IT team members for resolution. 
• Participate in or lead projects as assigned.
• Effectively communicate and collaborate with all functional areas within the Studio Museum. 
• Work with a sense of urgency on a collaborative team while providing exemplary customer service.
• Other duties as assigned. 

Skills and Qualifications:  

• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP) are a plus.
• Customer-focused attitude with a commitment to providing exceptional service.
• Must possess a solid understanding of Windows and Mac PCs, network technologies, and computer peripherals and accessories.
• High organizational skills, critical thinking skills, and attention to detail.
• Willingness to learn new technologies.
• A self-starter, passionate about their work with new ideas.
• Must be a team player and open to change.

Education & Experience

• Bachelor's Degree in Information Technology, Computer Science, or related field (preferred).
• 2 years of experience in a help desk or technical support role.
• Strong technical skills with proficiency in troubleshooting Windows and Mac operating systems, Microsoft Office Suite, Active Directory, and basic networking concepts.

Physical Demands 

Position may require being able to lift up to 50 pounds.

Work Environment

• This position is considered a non-exempt position for purposes of federal wage and hour law, which means that you will be eligible for overtime pay for hours in excess of 40 in a given workweek.
• Fast-paced environment with varying levels of guests and employees present.
• Building Accessibility – office locations are wheelchair accessible, with elevators in the building. Other accessibility accommodations can be further discussed.
• Office desks include acrylic partitions, and the Museum adheres to COVID-19 safety guidelines as mandated by New York City and State.

Compensation

$55,000 - $75,000 annually

Salary is commensurate with experience within the guidelines of a small not-for-profit. Competitive benefits package is provided, including medical, dental, life and long-term disability insurance, retirement account, and substantial vacation

Application Instructions:

Please upload your resume, cover letter, and a writing sample to your application. No phone calls or faxes, please.

Please note that while careful consideration will be given to each submission, the Museum will only be able to contact those applicants whose knowledge, skills, and work experience best fit the requirements of the position.

The Studio Museum in Harlem is an equal opportunity employer and considers all candidates for employment regardless of race, color, sex, age, gender identification, national origin, creed, disability, marital status, sexual orientation, or political affiliation. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At the Studio Museum, we are committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success.

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.

The Studio Museum is requiring proof of Covid-19 vaccination for employment. In order to be eligible, participants must show proof of vaccination and a form of personal ID.