Information Technology Support Specialist - Tier 1

Omaha Zoo; Omaha (NE); Presencial; USD 21.000 - 30.000; Tempo integral

Resumo da vaga

Omaha Zoo is seeking an Information Technology Support Specialist - Tier 1 to be the first point of contact for IT issues across the organization, including the zoo and safari park. You will handle ticket queues, troubleshoot routine problems, and escalate to Tier 2 when needed.

Ideal candidates diagnose hardware, software, and AV/network issues while delivering excellent customer service to staff and guests. Weekend and after-hours support are required.

Qualificações

• Associate degree in information technology, information systems, or computer science, or 1-2 years of related experience.
• Candidates will be required to pass a pre-employment background check, drug test, and possess a valid driver’s license with a good history.
• Weekend/after-hours availability as needed for events.

Responsabilidades

• Install, configure, and maintain workstations, printers, and network devices.
• Respond to end-user questions; troubleshoot hardware/software issues on PC and Mac.
• Manage user accounts and provide access to network resources.
• Support staff use of Microsoft Office 365.
• Coordinate with departments/vendors to resolve issues and maintain systems.
• Assist Tier 2 staff with more complex IT tasks and event support.

Conhecimentos

Hardware basics

Windows OS

Office 365

Customer service

Troubleshooting

Formação

Associate degree or 1-2 years IT experience

Ferramentas

MacOS

AD/Directory basics

Descrição da vaga

Information Technology Support Specialist - Tier 1# Information Technology Support Specialist - Tier 1Omaha Zoo - Omaha, NE 68107## OverviewPosition TypeFull TimeCategoryInformation Technology## Description**Job Title:** Information Technology Support Specialist - Tier 1**FLSA Status:** Non-Exempt**Classification:** Full-time**Hours:** This position will, at times, require scheduled weekend, holiday and after-hours working, including support for various special events. The position may participate in rotating weekend coverage schedule, working alternating weekends to ensure consistent IT support.**Pay Rate:** Range starts at $18.62/hour**Summary:**The IT Support Specialist - Tier 1 serves as the first point of contact for IT-related issues and requests across all functions under the Omaha Zoological Society, including the Henry Doorly Zoo and Aquarium and Lee G. Simmons Wildlife Safari Park. This role provides tier 1 service desk support, managing the incoming requests, ticket queues, resolving issues within scope, and escalating or dispatching Tier 2 IT Support Specialists when appropriate. The IT Support Specialist is committed to delivering excellent customer service and maintaining a positive, professional experience for every guest and staff interaction. This role requires a balance of foundational technical knowledge, excellent problem-solving skills, and a strong customer-service mindset. The ideal candidate will diagnose, troubleshoot, and resolve routine hardware, software, audio/visual and network issues efficiently. Additionally, this position will assist Tier 2 IT Support Specialists with installation and maintenance of zoo networks and peripheral equipment, as well as general support of users’ software and hardware needs.**Duties and Responsibilities/Essential Functions** *(include but not limited to)***:*** Assist with the installation, configuration, and maintenance of computer workstations, printers, and network devices.* Provide expedited response to point-of-sale issues to maintain maximum up time.* Respond to the needs and questions of end users; troubleshoot, diagnose, and fix hardware and/or software problems (this can include both PC and Apple platforms).* Maintain user accounts on the domain and provide access to network resources.* Support zoo staff use of Microsoft Office 365.* Interface with other zoo departments and vendors to report and resolve software and hardware issues; develop solutions consistent with organizational objectives.* Provide instruction and guidance on proper use of computer equipment, software, and phones.* Organize and schedule updates to system software and device drivers.* Maintain records of issues, resolutions, and maintenance schedules.* Assist with the maintenance and use of audio/visual systems.* Assist tier 2 support as needed.* Perform other duties as assigned by manager.**Knowledge, Skills, and Abilities:*** Technical knowledge of computer hardware.* Knowledge of both PC and Apple platforms.* Knowledge of Microsoft Windows operating system and Office 365.* Basic knowledge of network hardware and cabling.* Commitment to excellence and high standards.* Strong written and oral communication skills.* Ability to manage priorities and workflow.* Ability to work independently and as a member of a team.* Proven ability to handle multiple projects and meet deadlines.* Ability to deal effectively with a diverse group of individuals at all organizational levels.* Good judgment with the ability to make sound and timely decisions.**Required Qualifications:*** Associate degree in information technology, information systems, or computer science, or 1-2 years of related experience.*Candidates will be required to pass a pre-employment background check, drug test, and possess a valid driver’s license with a good history.***Work Environment/Physical Demands:*** Professional office environment.* Light physical effort with occasional lifting of 25 to 50 pounds.* Keyboarding and desk work for long periods of time.* Mobility to physically assess technology activities in various locations across the zoo, aquarium, or safari park, possibly in inclement weather.* Scheduled weekend and after-hours/special event work.**DISCLAIMER**The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.Omaha’s Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.