POSITION SUMMARY The Help Desk Associate is an entry-level position that offers information technology (IT) support services to internal end users while functioning as part of a larger technology department that develops and maintains the organization’s networks, databases, and website systems. You will work with staff on the operation and maintenance of their personal computers/laptops, networks access, printers, phones, and application software. The primary function of the position is to provide first-tier level support for the organization’s enterprise computing environment. You will report to the Technology Manager and work closely with the technology team to ensure the timely resolution of technical problems and service requests.
KEY DUTIES AND RESPONSIBILITIES Your key duties and responsibilities include, but are not limited to:
Identify, research, and resolve technical issues and requests received via phone, e-mail, help desk, or in person
Use automated call tracking system to document service requests and provide up-to-date details on the status of open Help Desk requests
Provide PC support services to end users, including the support of PC hardware, printers, scanners, cell phones, and other peripherals
Provide software application support services to end users, including the support of Office 365, enterprise e-mail utilizing Outlook, remote connectivity, video conferencing, and media-based services
Assist in the setup and maintenance of network user accounts, permissions, and passwords within Office 365 environment
Assist in the scheduled maintenance of file/print server and network connectivity equipment
Work with technology team in the planning, engineering, implementation, installation, and support of new hardware, software applications, and related services
Update and manage inventory tracking systems for hardware and software assets
Identify and provide scheduled and impromptu training to end users on operating systems, office productivity and e-mail/collaboration software, Ring Central user administration tools, and network services
Assist in the development of systems documentation and standard operation procedures
Assist with the maintenance of our zoom video conferencing accounts
Serve as a backup on all Ring Central phone programming and maintenance tasks for the organization
Bachelor’s degree in technology related field or equivalent demonstrated work experience or industry certifications
Minimum of one-year related help desk or network support experience
Familiar with standards, concepts, practices, and procedures in the IT field
Excellent customer service
Experience diagnosing and repairing PC hardware equipment, including desktops, laptops, and printers required
Experience supporting Microsoft Office 365 required
Strong organizational skills with the ability to handle multiple projects with minimal supervision
Knowledge of Ring Central or other VoIP phone system is helpful
Strong verbal and written communication skills
Ability to maintain good interpersonal relationships in a team atmosphere
Ability to lift equipment weighing up to 30 pounds
Good problem-solving skills
Willing to learn about new technologies and take on new challenges
A commitment to advancing the arts in America
TEAM SUMMARY The Systems Engagement Strategies team works to advance the operational sustainability of the organization and its ability to be nimble and innovative when responding to opportunities and challenges related to technology. It is responsible for managing institution wide technology infrastructure, technical aspect for web strategies, and management of the organization’s AMS NimbleAMS built on Salesforce. The team is responsible for implementing and managing the roadmap for technology-based systems that include Drupal, Cisco, Office 355, SharePoint, Ring Central, and financial systems Sage Inacct and Vena, essential to the delivery of high-level business processes to our stakeholders both internally and externally.
WORKING CONDITIONS This position works 37.5 hours per week Monday through Friday around core business hours (10:00 am – 4:00 pm ET) Some travel required in support of organization’s meetings and events. While the office is still working remotely due to COVID, upon return to the office the telework program allows for 2 days in office/3 days remote.
CULTURAL EQUITY COMPETENCIES Americans for the Arts acknowledges the existence of systemic and structural biases and believes it is necessary to be strategic and intentional in pursuing cultural equity in all aspects of governance, operations, and programming. As an employee, you are expected to:
Pursue substantive learning to achieve greater cultural consciousness by attending at least one Americans for the Arts Learning Lab per quarter and/or other professional development opportunities
Support adoption of best practices to create a more diverse, equitable, and inclusive work experience for colleagues and external partners Strive to consider the people, places, and cultures that might be missing from your work and look for opportunities to increase inclusivity in all the work you do.
Support the mission and vision of Americans for the Arts in all interactions with colleagues, members, and stakeholders.
Encourage colleagues and external stakeholders to advance cultural equity by adhering to the standards outlined in the Staff Values & Behavior Agreement in all interactions
EQUAL OPPORTUNITY EMPLOYER Americans for the Arts believes that one of its greatest strengths is the rich diversity of its staff.
We provide equal employment opportunity without regard to race, color, creed, gender and gender identity or expression, age, mental or physical disability, medical condition, including pregnancy and childbirth, religion, national origin, marital status, sexual orientation, ancestry, genetic information, political belief or activity, veteran or military discharge status, or any other basis protected by local, state or federal law and regulations under Title VII.
The policy applies to all employment practices, including but not limited to recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment in accordance with applicable federal, state, and local laws.
All employees have the right to work in a workplace that is free of discrimination. Any person who believes they have been subjected to discrimination of any kind should contact their immediate supervisor or Human Resources. All complaints will be thoroughly investigated and any person violating this policy may be subject to disciplinary action up to and including termination. The law prohibits retaliation against any employee for reporting discrimination or perceived discrimination, or for participating in an investigation of incidents of discrimination or perceived discrimination.
Americans for the Arts builds recognition and support for the extraordinary and dynamic value of the arts and serves, advances, and leads the network of organizations and individuals who cultivate, promote, sustain, and support the arts in America. The vision of Americans for the Arts is that the arts are recognized as integral to the lives of all people and essential to healthy, vibrant, and equitable communities across the nation. Founded in 1960, Americans for the Arts is the nation's leading nonprofit organization for advancing the arts and arts education. Americans for the Arts has headquarters in Washington, DC and a second office located in New York, NY.