Job Summary:

This position encompasses all supervisory aspects for the Client Services function of user support for the desktop computing and printing requirements for HNOC, including training, performance review, scheduling, Kace ticket management, and problem resolution. In addition, the Supervisor must support the team by 0ncluding support for software, hardware, peripheral and general computer problems. The Supervisor is a working position, configures, installs, troubleshoots, and maintains computers and installs, troubleshoots, and maintains printers and peripherals. This position also provides user training for organization hardware and software and provides backup audio/visual support for special events.

Essential Duties and Responsibilities:

The below duties and responsibilities are essential core functions of this position. Other duties may be assigned as needed.

• Supervises the Client Services team, working with the team and the department head (CFO/COO)
• Manages Kace tickets for the team, including ticket assignment and Kace analytics. In addition, develops process improvement for Kace and other Client Services systems.
• Helps resolve desktop problems, including hardware, software and networking/communication conflicts and defects.
• Assist the team for timely and thoroughly provides desktop, printer and peripheral support, as needed.
• Supports the team with builds, configures, installs, troubleshoots, and maintains computers, printers, and peripherals, as needed.
• Work with team and HNOC staff to develop and improve AV systems.
• Primary contact for documenting use of HNOC hardware and software at the user level.
• Trains staff on basic functions of software and hardware used by HNOC, including but not limited to Office 365, Kace, and Horizon. Trains staff on documentation and interaction related to computer-related issues and needs.
• Works with the Network Administrator to investigate and evaluate new technologies and software as well as assist in the design/configuration of the network.
• Maintains the department’s asset database.
• Develop and maintain policies and procedures for appropriate use of network resources.
• Work with HNOC staff and vendors to account for users’ needs in future plans.

 Job Qualifications:

Below are the minimum requirements necessary for this position.

• Bachelor’s degree in computer science or equivalent combination of education and experience.
• Minimum of five years of experience in desktop support including troubleshooting major PC software, hardware, configurations and network problems.
• Minimum of three years experience of supervision in Technology environments.
• Knowledge of and experience with ticket management, Office 365, Windows 10, MAC OSX, desktops, laptops, mobile devices, and audio visual hardware and operation.
• Knowledge, skill and experience with repairing and upgrading of computer hardware.
• Proficient in Microsoft Office products and has the ability to learn and use museum specific software/databases.
• Ability to multi-task multiple projects, prioritize, and coordinate repairs in a timely manner for staff operation.
• Exceptional customer service skills and ability to respond immediately to critical situations.
• Proven analytical and problem solving abilities.
• Knowledge, skill and experience with repairing and upgrading of computer hardware.
• Ability to work as part of a team and collaborate with others as well as demonstrated ability to work independently. Proven oral and written communication skills.
• Ability to be flexible and responsive to an evolving work environment.
• Exceptional attention to detail and organizational skills.

Preferred Job Qualifications:

• Comp TIA A+ Certification.
• Experience with software packaging and distribution.

Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to remain in a stationary position, move throughout the properties and in other settings, operate a computer and other office machinery, ascend/descend and traverse heights and low levels, position self to work at work station, in small areas and attics, and monitor the movement of or personally move objects to low, medium and/or high levels. Regularly move objects of up to 25 pounds and occasionally up to 50 pounds. This position consistently communicates with co-workers and others and observes, inspects, and assesses hardware and software. Occasional exposure to mold, mildew, or other similar contaminants/residues.