IT Support Specialist
The IT Support Specialist, reporting directly to the Director of IT Operations, plays a pivotal role in delivering exceptional technical support to all New York Botanical Garden (NYBG) staff. This position involves providing white-glove assistance, ensuring seamless operations, and maintaining high levels of user satisfaction. The Desktop Support Specialist collaborates closely with colleagues in the Information Technology department to address the needs of all end users.
This position supports, through actions and conduct, NYBG’s Inclusion, Diversity, Equity and Accessibility initiatives and helps to build and maintain an inclusive organization culture throughout the institution.
Specific Duties & Responsibilities:
- Assist employees with computer related issues (via helpdesk, Teams, phone, and email)
- Manage the flow, prioritization, and assignment of helpdesk tickets and requests
- Manage installations, upgrades and configurations of desktop hardware and software
- Maintain a current inventory of desktop hardware and software
- Work closely with the IT team on the timely patching of desktop systems
- Assist in the selection process for new helpdesk related solutions
- Author or edit user guides and system documentation
- Maintain excellent communication with all end users and other members of the technology department
- Create and maintain documentation and user guides
- Work with outside vendors as needed
- Participate in Helpdesk coverage rotation
- Additional responsibilities as required
An Ideal Applicant Will Have the Following:
- Experience working with various levels of staff
- Able to explain technical concepts to non-technical users
- Excellent time management skills; can work with minimal supervision to complete tasks
- Experience with Mobile Device Management systems
- Able to learn new technological-based software applications
Qualifications:
- Bachelor’s degree or commensurate experience
- Two - Three years’ experience of Desktop Support
- Familiarity with Windows, Apple Mac OS, iOS
- Experience with Active Directory, NAS, Networked Print Services and related topics/concepts
- Must possess a teamwork-focused approach to problem solving
- Able to multi-task; escalate when necessary
- Excellent written and verbal communication skills
- Ability to frequently move equipment weighing up to 50 pounds across the Garden for various occasions
- Driver's license
- Ability to work onsite
Benefits:
- 15 Vacation Days
- 13 Paid Holidays
- 12 Sick Days
- Health and Dental Insurance Coverage
- 401K
- Pension Plan
Annual Salary: $60,000
If you require an accommodation for any part of the application process, please notify the Human Resources department at [email protected].
If you are interested in applying for a position at the New York Botanical Garden, please go to http://www.nybg.org/employment to submit your application.
EOE/BIPOC/F/Persons with disabilities/Veterans