Employment Type: Full-Time, Hourly, Non-Exempt
Temporary/Permanent: Permanent
Deadline to Apply: This application will remain open until the position is filled.
Rate of Pay: $28.85 - $36.54 per hour, commensurate with experience. This wage band is set and not subject to negotiation.
Job Purpose
Under the supervision of the Director of IT, the Help Desk Technician works within the IT team, helping to provide Museum’s staff IT support of Information Technology resources including hardware, software, network, and other computing devices. The Help Desk Technician is responsible for the installation, configuration, testing, deploying, monitoring, and supporting electronic devices, including desktop, laptop computers, printers, network, and other computing devices under the MS Windows 10/11 and/or Mac OS platforms. This role is also responsible for maintaining and supporting physical and virtual infrastructure in deployed and on campus computing environments to support the Museum’s operations.
Duties and Responsibilities
Serve as the initial point of contact for reporting technical issues and answering questions regarding deployment, upgrades, installations, and other software, hardware, and network issues.
Diagnose technical issues; gather the necessary information and perform standard, preliminary research using all relevant available resources.
Respond to staff’s technical issues in person, via phone, email and computer chat in a timely manner.
Install, make changes and diagnose issues with computer hardware, software, printers, and other computing devices.
Maintain communication with users to ensure issues are resolved.
Incorporate feedback from users to improve problem-solving techniques and customer service.
Document and analyze technical issues and user interactions in the Museum ticketing system for future reference and management review.
Create and maintain technical and support documentation.
Follow standard protocols and procedures to diagnose and escalate issues to the next level of support Tiers.
Monitor, maintain, and provide monthly reports to keep hardware, software, network, and license inventory information updated.
Use event logs, trend analysis, etc. to identify proactive measures that could prevent system issues or outages and work with other IT staff to implement.
Assist with troubleshooting network, servers, storage devices, and scheduled jobs, under the supervision of the Director of IT.
Learn and adapt to new technologies and implement them to meet Museum objectives.
Conduct self-driven research, attend training sessions and conferences to stay current with technology best practices to help users with technical issues and improve overall delivery of IT service to the Museum.
Participate and provide orientation/training for new technology implementation to staff.
Interact with staff and Museum clients with tact, courtesy, and professionalism. Demonstrate a collaborative approach; support teamwork; and maintain constructive working relationships with colleagues, clients, and partners.
Perform other duties and participate in training as assigned.
Qualifications
A bachelor's degree in computer science, Engineering, or MIS (Management Information System) and at least 1-year prior experience in IT help desk support. May be substituted with 2-year accredited college or university in Computer Science, Engineering, or MIS (Management Information System) degree and minimum 2 years of professional work experiences in IT help desk supports with technical certifications (such as Microsoft or Cisco, or Google Certification.)
Basic knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
Must be familiar with various computers and operating systems (such as MS Windows 10/11, Linux, and Mac OS), MS Office applications, MS 365 administration, and remote device management.
Must know how to use software management tools and be familiar with process automation, including writing and running PowerShell commands, macros, and perform basic database queries.
Ability, within a specific technology area and under direction, to conduct root-cause analysis, design solutions, perform testing, provide documentation, and implement small development projects or participate in larger projects.
Other Requirements
The position is based on O’ahu and requires regular, on-site presence for leadership and coordination of Museum operations.
Must be willing to work a flexible schedule, including evenings and weekends, to meet the needs of the organization and respond to operational priorities.
Must maintain the ability to travel independently between Museum facilities, partner sites, and meetings; a valid driver’s license is required only if driving is necessary to perform job duties.
Direct Reports
None
Working Conditions
Work is primarily performed in an office environment, with regular movement throughout the Museum to support staff in offices, collection spaces, archives, laboratories, galleries, and other operational areas. Duties may involve extended periods of computer use, responding to technical issues in a variety or work environment, and occasional lifting or movement of computer equipment and related devices. Occasional evening or weekend work may be required to support operational priorities, system maintenance, or technology implementations.
Physical Requirements
This position requires a combination of sedentary and active work, including extended periods of sitting, standing, walking, and computer use. Duties may involve moving throughout the Museum campus to provide technical support, handling and transporting computer equipment, and performing repetitive hand and wrist movements associated with typing and device setup. Must be able to occasionally lift and carry equipment or materials weighing up to 50 pounds.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@bishopmuseum.org or 808-848-4107 if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Equal Opportunity Employer
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.