IT Systems and Support Specialist

## IT Systems and Support Specialist Apply locations:
Folger Campus time type:
Full time posted on:
Posted 5 Days Agojob requisition :
JR7086

The Folger Shakespeare Library knows that an exceptional staff is the backbone of any great organization. We hire exceptionally qualified individuals who are committed to the mission, vision, and values of our organization. Our recruitment process strives to be interactive, accessible, and responsive. Once employed, the Folger provides a generous compensation, leave, and benefits package, as well as many opportunities for personal and professional growth.##

Job Description:

The Folger Shakespeare Library, located on Capitol Hill in Washington, DC., seeks an IT Systems Support Specialist to join its Information Technology team. The IT Systems Support Specialist is an entry-level technical role responsible for delivering reliable and responsive support for staff hardware, software, and core IT systems. This position is the first line of response for user-facing technology issues and is essential to ensuring a smooth, reliable IT experience for staff across the organization.

The ideal candidate brings strong technical curiosity, sharp troubleshooting instincts, and excellent interpersonal skills. They communicate clearly, listen well, and demonstrate situational awareness when working with users under pressure. Prior professional experience is not required, but a working knowledge of common enterprise systems, comfort with technical concepts, and an eagerness to learn are essential.

The standard schedule for this role is Monday-Friday, 8;45am-4:45 pm, which is a 35-hour work week. The candidate must have the ability to work varying additional hours as project demands arise (including evenings and weekends, as necessary).This position is an entirely onsite role. The selected candidate will need to be within a commutable distance to the D.C. office (DC, MD, VA) by their start date.
* Health & safety:
The health and well-being of all staff, contractors, and visitors is our top priority. While the Folger no longer requires masks or vaccinations (except for AEA spaces), we support and encourage individuals to take the safety precautions they are most comfortable with, and we ask that individual choices are respected. The Folger offers organization-funded healthcare plans for full-time staff and extensive leave options to all staff in the case of any health issues that arise.
*** Compensation:
*** This is a weekly-paid hourly position, with a pay range of $30-35/hr.
* Total compensation includes an extensive benefits plan, including fully covered health, dental, and vision insurance for the individual and a generous 403b contribution and match, outlined at https://(Use the "Apply for this Job" box below)..

Duties:
** End User Support
*** Serves as first line of support in responding to help desk tickets, emails, and walk-up requests covering hardware, software, account access, and connectivity issues.
* Troubleshoots and resolves problems in Windows, macOS, Office 365, printers, Wi-Fi, and other common systems.
* Escalates issues involving infrastructure, servers, or security based on documented workflows.
* Provides calm, professional support to users, including those under time pressure or facing disruptions.
** Device Setup & Lifecycle
*** Configures, images, and deploys desktops, laptops, and mobile devices using standard build procedures.
* Performs hardware replacements, upgrades, and basic repairs (RAM, batteries, docking stations, etc.).
* Maintains up-to-date asset tracking and assignments in Folger's asset inventory management system.
** Account & Access Management
*** Creates, modifies, and deactivates user accounts in Active Directory, Microsoft 365, and internal systems.
* Coordinates onboarding by assisting new staff with login setup, email, file access, phone usage, and system orientation.
* Supports offboarding procedures by revoking access, archiving data, and ensuring clean account closure.
* Reviews and processes access requests for accuracy, risk, and appropriate authorization.
* Provides clear and patient guidance to staff unfamiliar with IT tools or processes.
** AV, Meeting, and Event Tech Support
*** Sets up and troubleshoots video calls, projectors, conference rooms, and mobile AV systems for meetings and events.
* Serves as backup support for digital signage, interactive displays, and lighting schedules across various Folger departments.
* Provides in-person and virtual technical assistance for live meetings, trainings, and occasional early morning or evening events.
** Documentation & Process Improvement
*** Maintains and updates internal IT documentation including how-to guides, troubleshooting protocols, and policy FAQs.
* Identifies recurring issues and recommends improvements to tools, workflows, or user support materials.
* Shares learnings from resolved tickets to help improve team-wide support quality and consistency.
*
* Education and Experience:

*** Demonstrated technical knowledge through…