Help Desk Desktop Technician (part time)

The Henry Ford; Dearborn (MI); On-site; USD 42,000 - 65,000; Full time

Job summary

The Henry Ford seeks an ITS Desktop Technician to provide responsive technical support and help maintain reliable technology across our venues. You will troubleshoot PC hardware, Windows, Microsoft Office 365, printers, scanners, and other peripherals; configure workstations; and provide orientation and training for colleagues.

You will also manage help desk tickets, respond to user needs, and perform occasional hardware repairs and desktop upgrades.

Qualifications

• Proficiency in Windows OS environments and Microsoft Office applications.
• Strong customer service and written/oral communication skills.
• Experience with basic hardware and software troubleshooting and repair.

Responsibilities

• Provides institute-wide technical support for desktop components in a campus networked environment.
• Provides hands-on assistance with hardware installation, OS installs, software loading, and troubleshooting.
• Builds and configures workstations; delivers initial user orientation.
• Answer the help desk line and provide troubleshooting and assistance.
• Manages tickets through the help desk system and maintains audit trails.
• Creates and maintains IT procedures for staff and end users.
• Assists in inventory management of desktops and software.
• Schedules loaner equipment and ensures coverage.
• Participates in user software training sessions as needed.
• Maintains flexibility for events; supports a team environment.
• Performs other duties as assigned.

Skills

Windows OS

Customer service

Troubleshooting

Hardware knowledge

Documentation

Education

High School Diploma

Tools

MS Office

Help desk software

Job description

The Henry Ford is a nonprofit organization, an internationally recognized cultural destination, and a one-of-a-kind workplace. The Henry Ford provides unique educational experiences based on authentic objects, stories, and lives from America's traditions of ingenuity, resourcefulness and innovation. Our purpose is to inspire people to learn from these traditions to help shape a better future. Our team is inspired daily by one another as well as the authentic stories of innovation that we share across our four venues. We want you to be part of this legacy and take it forward and that aligns with our core values of being Welcoming, Curious, Authentic, and Passionate.

The Henry Ford seeks an ITS Desktop Technician to provide responsive technical support and help maintain reliable technology across our venues. In this role, you will troubleshoot PC hardware, Windows, Microsoft Office 365, printers, scanners, and other peripherals; configure workstations; and provide orientation and training for colleagues. You will also manage help desk tickets, respond to user needs, and perform occasional hardware repairs and desktop upgrades. The ideal candidate is organized, service-oriented, and committed to continuous learning, with the ability to work effectively both independently and as part of a team. This position supports the employees who bring America’s traditions of ingenuity to life for our guests.

Applicants with weekday, weekend, and occasional holiday availability will be given first consideration.

Essential Responsibilities

• Provides institute-wide technical support for the use of all desktop components in a campus networked environment including the PC desktop, telephone, Microsoft Windows, MS Office, Outlook, Other software, voice mail, and printing, and point-of-sale workstations, including cash drawers, and receipt and ticket printers.
• Provide hands on technical assistance with user desktops that may involve hardware installation, Windows operating system installation, software loading and hardware and software troubleshooting and correction.
• Build new and used workstations and ensure standard software loads. Setup workstations for users. Provide initial orientation in the use of PCs, phones, printers, etc.
• Answer the help desk phone line and provide answers, troubleshooting and other assistance as needed.
• Manage (prioritize and access) and complete ‘tickets’ through the help desk management system to ensure user satisfaction according to ITS standards. Ensure that tickets are completed according to criticality and not lost. Key in the audit trail of work performed.
• Write and maintain documentation on procedures for both IT staff as well as end users.
• Assists in managing the desktop equipment and software inventories databases.
• Manages the scheduling and maintenance of loaner equipment to ensure proper coverage of laptops.
• Assist in the development and deployment of custom applications on an as-needed basis from needs gathering through implementation. Develops, tests, and deploys standard system images.
• Participates in user software training sessions on an as needed basis.
• Standard work hours are 8:30am – 5pm, 7 days / week. Hours may vary for special events and during the holiday seasons. Schedules are developed by the Technical Support Supervisor.
• Acts as a team player and provides expertise within team and with other teams as appropriate.
• Performs other duties as assigned.

Qualifications

• High School Diploma required, additional education preferred
• 1 or more years’ related experience in computer help desk or PC support
• Proficiency in Windows OS environment
• Advanced MS Office suite applications necessary; good keyboard skills; general computer hardware/software knowledge and experience a must
• Excellent customer service, written and oral communications skills
• Experience in training and orientation a plus
• Current Michigan driver’s license