Desktop Support Technician

Full time (37.5 hours weekly), union, non-exempt

Hourly Rate: $31.66 to 32.37, depending on qualifications

On-site; position is not eligible for relocation assistance

• Respond to incoming requests for service to the IS Help Desk in a timely and efficient manner.
• Take primary responsibility for resolving incoming service requests. Assign and/or escalation incoming Help Desk calls to appropriate IS staff when necessary.
• Evaluate, research, diagnose, and resolve problems involving desktop/laptop hardware (Windows and Macintosh), software, and peripherals.
• Document Help Desk calls in the support database system and provide IS management with summary reports on a periodic basis.
• Maintain an up-to-date knowledge of desktop computer technology and best practices for user support.
• May provide off-hours support for projects or problems requiring immediate resolution.

• Set up and install Windows and Macintosh computers, laptops, and other digital equipment as needed (e.g., tablet computers).
• Maintain accurate inventory of all personal computing hardware and software across the museum.

• Assist with setup, installation, troubleshooting and startup of technology devices located in galleries and other public spaces.

• Onboarding/Offboarding:
  Assist in administering network accounts, including creation of new accounts, updating existing accounts, and deactivating/deleting expired accounts.
• Provide support for the phone system (Zoom). Install, troubleshoot, and maintain phone devices.

• Provide individual and/or group training for museum staff for hardware, software, or other personal computing needs.
• Serve as the primary trainer for all IS staff who use the Help Desk database system.

• You have a positive outlook.
• You have excellent customer service skills, and both verbal and written communication skills.
• You value teamwork and enjoy being of service to others.
• You are highly organized with an efficient working style and an eye for detail.
• You can work effectively as part of a collaborative team and individually according to the needs of the situation.
• You have a proven ability to display consistent professional demeanor and positive attitude even when working under pressure.

• Associate degree in computer related field or equivalent experience.
• Minimum of six months’ experience in Help Desk functions or related work.
• Knowledge of Google Workspace, Mac OS, Microsoft Windows desktop/laptop hardware, operating system, software (especially Microsoft Office suite) and peripherals.
• Knowledge of Macintosh desktop/laptop hardware, operating system, software, and peripherals.
• Experience working in a busy office environment.
• Ability to be onsite occasionally during off-hours for projects and/or to resolve top-priority issues requiring immediate attention.
• Knowledge of or interest in the arts and/or cultural sector is a plus.

The Minneapolis Institute of Art (Mia) is an audience-centered, equitable and inclusive workplace where everyone is welcome. Mia is Mission Driven, Generous, Agile, Emotionally Aware, and Positive, and endeavors to create a workplace culture where staff are responsible to one another, to our visitors, and to themselves to do the best work possible.

Health and Wellness: Mia offers comprehensive benefits, wellness programs include various trainings and classes, an annual health fair, flu shots, and…