Help Desk Support Specialist

Help Desk Support Specialist

The Help Desk Support Specialist serves as the primary point of contact for end-user technical support, ensuring timely resolution of technology-related issues and a high level of customer service across the Museum. This position is responsible for managing incoming Help Desk requests, providing technical support, coordinating the escalation of more complex issues to appropriate IT team members, and monitoring ticket progress to ensure service level expectations are met. The role also supports the deployment, maintenance, and configuration of end-user devices, software, and technology resources while contributing to documentation, asset management, and continuous improvement of IT support services.

Duties and Responsibilities:

• Serve as the first point of contact for end-user technology support, responding to and resolving Tier I Help Desk requests in a timely and customer-focused manner.
• Triage, prioritize, and assign Tier II and Tier III support requests to appropriate IT staff while monitoring ticket progress through resolution.
• Ensure support requests are documented accurately and resolved in accordance with established service level expectations.
• Maintain detailed ticket documentation, knowledge base articles, and standard operating procedures.
• Install, configure, deploy, maintain, and troubleshoot desktop computers, laptops, mobile devices, Mac devices, monitors, docking stations, and other end-user hardware.
• Perform hardware installations, upgrades, replacements, and basic repairs as needed.
• Assist with office moves, workstation setup, and installation of IT equipment.
• Support onboarding and offboarding activities by preparing, deploying, and recovering IT equipment.
• Install, configure, and support Microsoft Windows 11, Microsoft 365 applications and services, SharePoint, and other enterprise software.
• Assist users with software installation, troubleshooting, account access, and application support.
• Configure and maintain endpoint devices using Intune, Autopilot, imaging, and other endpoint management tools.
• Assist with software licensing and inventory management.
• Troubleshoot printers, print servers, multifunction devices, Teams phones, and other peripheral equipment.
• Resolve printing, scanning, and device connectivity issues.
• Perform basic network troubleshooting involving wired and wireless connectivity, DHCP, DNS, VLANs, and related infrastructure.
• Escalate network issues requiring advanced support while assisting with diagnostics and resolution.
• Maintain accurate inventory records for hardware, software, and technology assets.
• Assist with technology lifecycle management, including device deployment and retirement.
• Provide training and guidance to employees on Museum technology systems and best practices.
• Contribute to continuous improvement efforts by identifying opportunities to enhance IT support processes and user experience.
• Additional duties as assigned.

Requirements:

• A minimum of 5 (five) years of direct information technology helpdesk experience.
• BA in Computer Science or related field, or equivalent industry experience.

Key Qualifications:

• Proven experience working on multiple projects concurrently, alone and in teams.
• Excellent communication skills and attention to detail.

Our Core Values:

• Act with Integrity: We are honest and ethical.
• Build Inclusivity: We create spaces where everyone can feel like they belong.
• Communicate Respectfully: We listen intentionally and advocate for diverse perspectives.
• Embrace and Drive Change: We are innovative, creative, and solutions driven.
• Foster Connections: We collaborate around shared goals.
• Maintain Balance: We encourage ourselves and each other to reflect and recharge.
• Remain Curious: We pursue personal and professional learning.

Our Commitment to Equity and Diversity:

The Dallas Museum of Art is committed to building a culturally diverse staff and is an Equal Opportunity Employer. The DMA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.