Desktop Support Technician

Minneapolis Institute of Art; Minneapolis (MN); On-site; USD 62,000 - 63,000; Full time

Benefits offered by this job

Health and Wellness

Flexible Spending Account (FSA)

403(b) Retirement + Savings Plan

Free Mia membership

Transit passes

Job summary

The Minneapolis Institute of Art (Mia) seeks a Full-time, union, non-exempt Technical Support specialist to deliver first-level end user support for computer hardware and software. On-site role with a 37.5-hour week and hourly pay of $31.66 to $32.37, depending on qualifications, with potential occasional off-hours support.

You will configure hardware and software, support devices in public spaces, assist with system onboarding/offboarding, and train staff on technology tools.

Qualifications

• Associates degree or equivalent experience required.
• Minimum of six months’ experience in Help Desk functions or related work.
• Knowledge of Google Workspace, Mac OS, Microsoft Windows desktop/laptop hardware, operating system, software (Office) and peripherals.
• Knowledge of Macintosh desktop/laptop hardware, operating system, software, and peripherals.
• Experience in a busy office environment.
• Ability to be onsite occasionally during off-hours for projects requiring immediate attention.
• Knowledge of or interest in the arts and/or cultural sector is a plus.

Responsibilities

• Provide first level end user support for computer hardware and software.
• Resolve incoming Help Desk requests and escalate when necessary.
• Diagnose and fix desktop/laptop hardware and software issues.
• Document calls in the help desk system and report summaries to IS management.
• Maintain up-to-date knowledge of desktop technology and best practices.
• Provide off-hours support for urgent issues when required.
• Onboard/offboard network accounts and manage phone system devices.
• Train staff on hardware, software, and Help Desk database usage.

Skills

Customer service

Communication

Teamwork

Organizational skills

Education

Associate degree in computer field

Tools

Google Workspace

Mac OS

Windows desktop/laptop

Microsoft Office

Job description

The Job

Full time (37.5 hours weekly), union, non-exempt

Hourly Rate: $31.66 to 32.37, depending on qualifications

On-site; position is not eligible for relocation assistance

In this role, you will….

Provide Technical Support - first level end user support for computer hardware and software:

• Respond to incoming requests for service to the IS Help Desk in a timely and efficient manner.
• Take primary responsibility for resolving incoming service requests. Assign and/or escalation incoming Help Desk calls to appropriate IS staff when necessary.
• Evaluate, research, diagnose, and resolve problems involving desktop/laptop hardware (Windows and Macintosh), software, and peripherals.
• Document Help Desk calls in the support database system and provide IS management with summary reports on a periodic basis.
• Maintain an up-to-date knowledge of desktop computer technology and best practices for user support.
• May provide off-hours support for projects or problems requiring immediate resolution.

2. Configure and install desktop/laptop computer hardware, software, and peripherals:

• Set up and install Windows and Macintosh computers, laptops, and other digital equipment as needed (e.g., tablet computers).
• Maintain accurate inventory of all personal computing hardware and software across the museum.

3. Support computers and other electronic devices in the museum’s public spaces:

• Assist with setup, installation, troubleshooting and startup of technology devices located in galleries and other public spaces.

4. Systems and Network Support

• Onboarding/Offboarding: Assist in administering network accounts, including creation of new accounts, updating existing accounts, and deactivating/deleting expired accounts.
• Provide support for the phone system (Zoom). Install, troubleshoot, and maintain phone devices.

5. Training and User Support

• Provide individual and/or group training for museum staff for hardware, software, or other personal computing needs.
• Serve as the primary trainer for all IS staff who use the Help Desk database system.

To be successful in this role…

• You have a positive outlook.
• You have excellent customer service skills, and both verbal and written communication skills.
• You value teamwork and enjoy being of service to others.
• You are highly organized with an efficient working style and an eye for detail.
• You can work effectively as part of a collaborative team and individually according to the needs of the situation.
• You have a proven ability to display consistent professional demeanor and positive attitude even when working under pressure.

Specific Requirements:

• Associate degree in computer related field or equivalent experience.
• Minimum of six months’ experience in Help Desk functions or related work.
• Knowledge of Google Workspace, Mac OS, Microsoft Windows desktop/laptop hardware, operating system, software (especially Microsoft Office suite) and peripherals.
• Knowledge of Macintosh desktop/laptop hardware, operating system, software, and peripherals.
• Experience working in a busy office environment.
• Ability to be onsite occasionally during off-hours for projects and/or to resolve top-priority issues requiring immediate attention.
• Knowledge of or interest in the arts and/or cultural sector is a plus.

Mia Culture

The Minneapolis Institute of Art (Mia) is an audience-centered, equitable and inclusive workplace where everyone is welcome. Mia is Mission Driven, Generous, Agile, Emotionally Aware, and Positive, and endeavors to create a workplace culture where staff are responsible to one another, to our visitors, and to themselves to do the best work possible.

Mia Benefits and Perks

Health and Wellness: Mia offers comprehensive benefits, wellness programs include various trainings and classes, an annual health fair, flu shots, and access to an Employee Assistance Program

Financial Security: Flexible Spending Account (FSA) for health expenses and a Dependent Care Account (DCA) for dependent care expenses, Mia paid life insurance, and short- and long-term disability coverage. Our 403(b) Retirement + Savings Plan includes a percentage of salary contribution from Mia after two years of employment.

Additional Perks: 37.5-hour work week, 11 holidays, and 2 personal days annually, free Mia membership, subsidized MTC Metropass bus/transit passes, free parking, discounted Children's Theatre Company tickets, and discounted Minnesota College of Art and Design online classes

Mia is committed to championing policies and practices that value diversity, foster equity, and empower an accessible and inclusive environment. Our strength lies in the diversity among the broad range of people who contribute their time and talents to Mia. We consider inclusion and accessibility a driver of institutional excellence and seek out diversity of participation, thought, and action. It is our aim, therefore, that our employees, trustees, interns, and volunteers reflect and embrace these core values.

AN AFFIRMATIVE ACTION / EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER