The Getty

Technical Support Specialist

2 weeks ago(11/28/2017 2:45 PM)
Requisition Number
2017-3065
Position Status
Regular Full-Time
Salaried/Hourly
Hourly
Category
Information Technology
Getty Center
Program/Dept.
Trust - 1275-Technical Support Services

Job Summary

Under general supervision, provides technical support to end-users for computer hardware, software, services and network related problems. Resolves PC and/or Macintosh hardware, operating system, technology services or software support issues with minimal direction.  Regularly interacts with functional peer group, area supervisors or managers, and internal/external customers and/or visitors.  Gathers product and process knowledge, and documents known issues, procedures, and solutions.

 

Must have experience working in a technology support, call center or help desk environment using service management software. Demonstrate a willingness to learn and use new procedures and technology.  Available to work evenings, weekend and holiday coverage as needed and scheduled at multiple locations in Los Angeles, CA.

Major Job Responsibilities

  • Acts as the first line of response to and delivery of requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems as necessary for resolution
  • Diagnoses and resolves basic and more complex problems; responds to escalated problems from clients; performs triage, provides remote problem resolution when possible, dispatches problems to associated groups throughout the organization, and dispatches out to clients for hardware issues not resolved remotely
  • Technically able to resolve 70% of PC and/or Macintosh hardware or software support issues with minimal direction
  • Configures and troubleshoots computing systems in a diverse environment
  • Researches, recommends, and implements hardware and software purchases and configurations to meet customer needs and to help ensure compatibility with systems and architecture
  • Works on technical projects requiring expertise and creativity in analysis and deployment of technology
  • Establishes, communicates, and implements standards used throughout the organization and contribute to the development of the support strategy
  • Investigates and tests new tools, systems, techniques, and software products
  • Provides technical guidance and advanced training; may supervise lower level staff

Qualifications


  • Associate college degree or equivalent in computer science preferred, or a combination of education and relevant experience

  • 2-5 years of related experience with PC or Macintosh hardware or software support

  • Certification preferred in any of the following: Windows, Dell, Apple, Microsoft or Novell

  • Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting

Knowledge, Skills and Abilities

  • Strong communication and interpersonal skills
  • Ability to provide excellent customer service Ability to apply diagnostic techniques for problem troubleshooting
  • Ability to follow instructions and documented procedures, as well as ability to provide feedback and compose and/or revise documented procedures