Help Desk Technician / Junior Network Administrator

POSITION TITLE

REPORTS TO

Director, Information Technology

DEPARTMENT

Information Technology

SUPERVISES

None

UPDATED

April 2024

WORK SCHEDULE

Tuesday – Saturday, at least 3-days onsite

SALARY

$25 - $27.70 per hour

Position Summary

This dual-role position provides the foundational support responsibilities of a Help Desk Technician while offering the opportunity to learn and grow in network administration. This position will be the first line of support for IT-related issues, (including incident management, fulfilling service requests, and coordinating user communication) and play a key role in maintaining our IT network infrastructure under the mentorship of our experienced Network Administrator.

Essential Job Duties (other duties as assigned)

End User Support & Incident Management:

Document, track, and dispatch service and support requests.
Provide first-tier technical support for desktop and laptop users.
Deploy, support, track, and maintain end-user and museum hardware, including Point-of-Sale equipment and peripherals.
Provide introductory training on standard applications, login processes, phone/voice mail systems, and network file systems.

Application and System Support:

Load and deploy standardized workstation images to computers using MDT, InTune, or equivalent systems.
Perform hardware upgrades and repairs on PC and Macintosh systems.
Deploy standard applications to corporate desktops and laptops.
Facilitate staff transition from older desktop machines to laptops to promote a hybrid work-from-home environment.

General Help Desk Responsibilities:

Utilize helpdesk ticketing software, LanSweeper, to track and respond to help tickets.
Ensure that incident, configuration, and asset management systems are kept updated with accurate information.
Act as the Help Desk’s first and primary point of contact for internal and external customers, assessing issues and resolving or escalating as needed.
Provide critical system monitoring for museum interactive exhibits and servers, proactively resolving abnormalities.

Learning Network Administration:

Assist with the installation and configuration of network hardware and software.
Monitor network performance to determine if adjustments are necessary.
Support network security measures and participate in configuring firewalls and VPNs.
Under the supervision of the network administrator, assist in the rollout of new applications and update network documentation. Support our internal culture, which inspires and empowers our staff to live our mission to its highest standards.
Contribute to a consistent customer service standard across all departments.
Track IT hardware inventory and be responsible for ordering hardware in collaboration with the IT manager.
Work to ensure customer service is ingrained at the team's core and reflected outward to our guests and other staff.

All IT Staff Duties:

Foster a customer service culture and operationalize DEIA strategies within the department.
Prepare project status reports and keep stakeholders and critical personnel informed of project status and related issues. Author and maintain system documentation related to employees' areas.
Aid when needed on staff requests and support tickets.
Support our internal culture which inspires and empowers our staff to live our mission to its highest standards.
Contribute to a consistent customer service standard across all departments.
Work to ensure customer service is ingrained at the core of the team and is reflected outward to our guests and other staff.
Commitment to participating in anti-racism work, learning about the ways institutional racism impacts the workplace, and supporting teammates in operationalizing DEIA strategies in the department.

Preferred/Desired Qualifications:

Passion for and genuine interest in IT.
Basic understanding of networking principles.
Familiarity with desktop and laptop hardware, Windows and Mac OS, and various software applications.
Fundamental understanding of Active Directory administration and how to add/remove users, and a general understanding of Active Directory security group.
Fundamental knowledge of Windows Server 2019.
Ability to support remote workers with Help Desk requests using programs like TeamViewer, PDQ, Teams, and RDS.
Experience administering endpoint management software platforms and desktop provisioning technologies such as PXE, JAMF, PDQ, as well as M365 Exchange Online
Ability to communicate technical information to non-technical users and document issues and resolutions promptly.
Ability to identify potential changes and system improvements to present to team leaders for consideration and implementation.
Effective communication skills
Ability to travel approximately 2,000ft between our administrative building and Museum space as needed to support our museum staff.

Benefits

This regular full-time position includes Medical/Vision insurance, Dental insurance, Life/AD&D/LTD insurance, 3.08 hours of accrued Vacation per bi-weekly pay period, Seattle Sick/Safe, 2-7 Floating Holidays dependent on hire date, 8 Company Holidays paid throughout the year, EAP, 401k plan with vested match schedule once eligible, and subsidized transportation benefits for Orca Pass or parking.

Why MoPOP

We’re really glad you’re thinking about joining the team at MoPOP! We believe pop culture is a universal language capable of building connections across a range of people, no matter our differences in race, religion, gender, age, sexual orientation, ability, education, socio-economic status, ethnicity, country of origin, or any other characteristic that makes us who we are. For more than twenty years, we have been showcasing how music, film, fashion, video games, sports, and more spark those connections and create a lasting cultural impact.

MoPOP provides both a physical space and an emotional and intellectual opportunity for people from any background to explore, find and build community, and recognize their own creative potential. This applies not only to our guests, but also to our staff — be it in designing an educational program to engage the next generation of creators, trying to reach a new audience with a marketing initiative, preserving an artifact in our collection, or providing excellent customer service to a visitor. If this sounds like something you’d be into, we’d love to hear from you!

MoPOP’s Mission and Commitment to Diversity, Equity, Inclusion, and Accessibility 

Our mission is to make creative expression a life-changing force by offering experiences that inspire and connect our communities. A nonprofit grounded in five core values — open arms, creative exchanges, light bulb moments, pursuing excellence, and excitement — MoPOP is actively committed to ongoing learning in the areas of diversity, equity, inclusion, and accessibility (DEIA). In partnership with our community, we hope to also develop safe spaces for their application. This includes taking steps to continue increasing our awareness of institutional “-isms,” as well as uncovering and undoing the ways they show up in museum culture. We recognize this is a process that requires intentionality, energy, and resources, and we are developing a DEIA framework that can cultivate a work environment and museum experience that is truly welcoming for all.

We are committed to creating an inclusive and equitable workplace, and we are proud to be an equal opportunity employer. We believe that having staff, interns, and volunteers with diverse backgrounds enables us to better meet our mission and encourage BIPOC, women, and LGBTQIA+ individuals to apply. We acknowledge that our work to build safe spaces and better systems for traditionally marginalized groups is ongoing and will require constant vigilance and expect all MoPOP employees to be part of our DEIA journey.

Please email jobs@MoPOP.org if you need reasonable accommodations during the application or hiring process.

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