What are the responsibilities and job description for the IT Helpdesk Technician position at New York Hall of Science?

Position Title	Rate of Pay
IT Help Desk Technician	$58,000 - 70,000 Per Year
Department	Work Location
Information Technology	On-site
Reports to	Work Schedule
Information Technology Supervisor	Monday – Friday (9 am – 5 pm)
FLSA Status	Position Classification
Non-exempt	Full-Time, Regular, Non-Supervisory

Since its founding at the 1964-65 New York World’s Fair, the New York Hall of Science (NYSCI) has inspired millions of people — children, teachers, and families — by offering innovative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 400,000 visitors each year and serves thousands more through outreach in schools, teacher professional development and participation in a variety of public events and research initiatives.

NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs, and products, all of which are informed by our inclusive, research-derived approach to STEM learning and engagement called Design, Make, Play. The defining characteristics of Design, Make, Play — open-ended exploration, imaginative learning, personal relevance, deep engagement and delight — are the ingredients that invite broad participation in STEM and make engagement and learning irresistible. Through this transformative model for STEM exploration, NYSCI engages communities of learners in STEM, by fostering the excitement of self-directed exploration and by tapping into the joy of learning intrinsic in young people’s play. NYSCI has approximately 87 full-time and over 103 part-time and casual staff members.

POSITION OVERVIEW

The IT Helpdesk Technician provides first-line technical support to employees and assists in managing a fleet of Apple devices using Addigy Mobile Device Management (MDM) or a comparable platform. This role is responsible for troubleshooting troubleshoot hardware and software issues while maintaining the integrity and security of the organization's data and infrastructure, supporting day-to-day IT needs, and ensuring devices are properly configured, maintained, and updated. While information security is not the primary focus of this position, the Helpdesk Technician serves as an important first line of defense by recognizing and escalating common security risks, reinforcing best practices, and supporting a secure technology environment.

PRINCIPAL RESPONSIBILITIES

Respond to and resolve technical issues related to Apple devices, including hardware and software problems, networking issues, and printer connectivity.
Utilize Addigy (MDM) for Apple device enrollment, software deployment, and security patching. Assist with Windows management via Intune or similar tools.
Provide technical help and support for various software applications, including Microsoft Office, Adobe Creative Cloud, Google Workplace, Zoom, Slack, Monday, OneTalk, and other enterprise applications.
Collaborate with other IT team members to identify and troubleshoot complex technical issues and escalate to higher-level support teams when necessary.
Document technical issues, solutions, and procedures in our internal knowledge base, ensuring accurate and current information.
Communicate technical information to non-technical users clearly and concisely, both verbally and in writing.
Perform setup, configuration, and deployment of new workstations and peripherals. Maintain an accurate inventory of IT assets.
Other related duties, as assigned.

Hardware & Software functions

Apple and Windows Device Support: Provide technical support and troubleshoot hardware/software issues for Mac and Windows users; perform system upgrades and maintenance.
MDM Administration: Manage and configure mobile devices; ensure security compliance and data protection.
Google Workspace Administration: Manage user accounts, groups, and permissions; troubleshoot Google Workspace issues
Meraki Network Support: Monitor and maintain network devices; troubleshoot connectivity issues; configure security policies
Microsoft Office Support: Provide support and troubleshoot issues with Microsoft Office applications.
Raiser's Edge Support: Maintain the database; provide user support and training
Slack and Monday Support: Administer and support platforms; assist users with troubleshooting and best practices
Creative Cloud Support: Support Adobe Creative Cloud applications; troubleshoot and assist with updates
Network Issues: Diagnose and resolve network problems; collaborate with the network team for advanced troubleshooting
Phone Systems Support: Provide support and troubleshoot office phone systems
POS Systems Support: Maintain and support POS systems; troubleshoot hardware/software issues.
Research, Documentation, and Other Work: Conduct research; create and maintain IT documentation; perform additional IT duties

QUALIFICATIONS

Minimum of 2 years of experience in a Helpdesk support role, preferably in an enterprise environment.
Experience with the Addigy MDM platform or similar and other macOS enterprise management tools.
Strong knowledge of macOS, software applications, and hardware.

Strong proficiency in macOS and Windows 10/11 troubleshooting.

Experience administering Google Workspace and Microsoft 365.
Familiarity with MDM solutions (Addigy preferred).

REQUIREMENTS

Basic understanding of common cyber threats (phishing, ransomware, social engineering) and best practices for remediation.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Strong customer service skills and the ability to communicate technical information to non-technical users.
Ability to work independently and manage multiple tasks simultaneously.
Excellent organizational and time-management skills.

PHYSICAL REQUIREMENTS

Mobility and Dexterity: Ability to perform tasks requiring fine motor skills, such as typing, using a computer mouse, and handling small tools or components. Reasonable accommodations can be made for individuals with limited dexterity or mobility impairments.
Visual and Auditory Abilities: Sufficient vision and hearing to perform tasks related to computer work, including reading screens, troubleshooting hardware, and communicating with colleagues and clients. Reasonable accommodations, such as screen readers or amplified headsets, are available for individuals with visual or auditory impairments.
Physical Endurance: Ability to remain in a stationary position, whether sitting or standing, for extended periods during the workday. Reasonable accommodations, such as ergonomic seating or sit-stand desks, are available to support employees' comfort and accessibility needs.
Lifting and Carrying: Capability to lift and transport computer equipment and peripherals weighing up to 25 pounds. Assistance and adaptive equipment, such as carts or lift devices, can be provided to accommodate employees with lifting restrictions.
Communication and Interaction: Effective communication skills for interacting with colleagues, clients, and vendors, both in person and through digital communication platforms.
Accommodations, such as speech-to-text software or communication aids, are available for employees with speech or communication disabilities.

PREFERRED QUALIFICATIONS

Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred.
Apple Certified Support Professional (ACSP), Addigy Certified Associate or Expert, or similar MDM certification is preferred
CompTIA A , Network , or Security certifications.
Experience working in a non-profit or museum environment.

BENEFITS

NYSCI strives to be an inclusive place to work. We work to foster multiple voices and perspectives, empower staff as problem solvers, and support professional growth for all.

The New York Hall of Science also offers generous benefits and perks for all regular full-time employees. These currently include:

Health, dental, and vision insurance options
Flexible spending accounts for healthcare, dependent care and commuter benefits
Pension plan and 401k plan
Free life insurance coverage

Paid vacation and sick leave
13 paid holidays off
Flexible work schedules
Employee Assistance Program
Free onsite parking

HOW TO APPLY

Please upload your resume and cover letter through our online careers page.

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.

Interview Process

Introductory Interview (Screening)
Second Interview & Technical Conversation (Zoom)
Final Interview onsite at NYSCI

Application Deadline:

No phone calls or faxes please.

The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace.

If there are preparations, we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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.

Salary : $58,000 - $70,000

Apply for this job

Receive alerts for other IT Helpdesk Technician job openings

IT Helpdesk Technician