Help Desk Technician

Mar 02 2023
Honolulu Museum of Art |Honolulu|Full Time, $20.00 / hour
Job Description


Job Summary: 

Provides first level support and response to museum staff for day-to-day Information Technology (IT) department tasks. Support tasks include answering phone calls, e-mails, tickets, and in-person and remote troubleshooting requests from museum staff for computer, phone, software, and network support. 


Work Hours: 

  • Monday, Tuesday: 8:00 a.m. - 5:00 p.m.
  • Friday: 12:00 p.m. - 9:00 p.m.
  • Saturday, Sunday: 9:30 a.m. - 6:30 p.m.

Minimum Qualifications: 

  • High school diploma or GED equivalent.
  • Strong verbal and written communication skills.
  • Excellent interpersonal and oral/written communication skills.
  • Strong organizational skills.
  • Must be detail-oriented.
  • Strong critical thinking and problem solving skills.
  • Ability to work independently and as a team.
  • Adaptable to needs of staff.
  • Flexible to policy changes and needs.
  • Ability to work with diplomacy and tact at all times.

Desired Qualifications

  • Bachelor’s degree in co:mputer science or related field.
  • 1 year previous help desk support experience.
  • Familiarity with Microsoft Windows operating systems.
  • Familiarity with Apple OSX operating systems.
  • Familiarity with cloud-based software suites.
  • Familiarity with help desk ticketing systems.
  • Basic Network understanding.
  • Experience in museum environment or nonprofit organization.
  • Understanding of Honolulu Museum of Art’s established identity and dedication to advancing it.
  • The traits of honesty, integrity, enthusiasm, and perspective; a very strong work ethic, supported by commitment and follow-through.

Core Competencies:

  • Adaptability
  • Business Acumen
  • Change Management
  • Effective Communicator
  • Cost Consciousness
  • Initiative and Judgment
  • Planning and Organizing
  • Professionalism
  • Problem Solver
  • Technology savvy

Essential Duties:

  • Answers help desk calls, emails and tickets.
  • Assists with basic troubleshooting of Windows and Apple Mac platforms.
  • Assists with basic network troubleshooting.
  • Assists with network wiring projects.
  • Assists with wireless network troubleshooting.
  • Assists with setup of new client computers.
  • Assists with creation and management of end user accounts.
  • Works with Systems Administrator to implement security and patch policies.
  • Works with Field Support Technician on cabling and infrastructure projects.
  • Able to identify and prioritize tasks.
  • Able to communicate problems with supervisors as they become known.
  • Maintains confidentiality.
  • Maintains excellent customer service.
  • Additional duties as assigned.

Traits and Characteristics:

Must be bright, diplomatic, analytical, of the highest integrity, and possess sound judgement and a sense of humor and humility. Must be able to maintain confidentiality, poise in difficult situations, possess strong interpersonal communication skills and the ability to work collaboratively and responsively with their team. 


Working Conditions and Atmosphere: 

This position works closely with the Systems Administrator and IT Technician with minimal supervision. Work will often be performed with short deadlines and situations sensitive to the Museum. Regular office hours are required. Due to the nature of the responsibilities, evening and weekend work is sometimes required, and at times may be on an emergency basis.


Diversity, Equity, Accessibility, and Inclusivity:

HoMA welcomes people from all backgrounds and walks of life, and this is reflected in our diverse community of employees. We encourage applications from candidates across a wide variety of backgrounds, including, but not limited to, people of all races and ethnicities, people with disabilities, women, veterans, and all members of the LGBTQ community.  


Equal Employment Opportunity:

HoMA is proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. HoMA recruits, hires, trains, promotes, compensates, and administers all personnel actions and benefit programs without regard to race, color, ancestry, religion, sex, including pregnancy and gender identity and expression, national origin, age, disability, sexual orientation, reproductive health decisions, marital status, arrest and court record, citizenship, credit history, military and veteran service, victim of domestic violence or sexual abuse victim status, genetic information, or any other characteristic protected by applicable federal, state or local law.

The statements contained herein describe the scope of the responsibilities and essential functions of this position but should not be considered to be an all-inclusive listing of work duties and requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload. 

HoMA maintains a policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals. This applies to both HoMA employees and applicants for employment with the Museum. Any form of harassment of any employee because of any protected status is also prohibited.