The Getty

Technical Support Spec Sr

Requisition Number
2021-3763
Type
Regular Full-Time
Position Status
Getty Center
Program/Department
Trust - 1275-Technical Support Services
Category
Information Technology
Salaried/Hourly
Hourly
Targeted Hiring Range
$28.96 - $36.20 Hourly
Salary
Commensurate with experience and internal equity

Diversity, Equity, Accessibility, and Inclusion at Getty

Getty believes diversity, equity, accessibility and inclusion are essential to our excellence and to the execution of our mission. The Getty community values differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. We are committed to creating a diverse and welcoming workplace that reflects the diversity of the communities we serve and includes individuals with diverse backgrounds and experiences. Individuals of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

Job Summary

Serves as the technical lead in desktop and local area network support and analysis, ensuring resolution of all reported issues. Supervises more junior support staff and oversees basic support operations.

Major Job Responsibilities

  • Acts as technical lead and supervise desktop staff and direct activities; trains, mentors/coaches computing support staff on potential problems and solutions
  • Technically able to resolve 90% of PC and/or Macintosh hardware or software support issues with minimal direction
  • Ensures all phases of computing support are coordinated, monitored, logged, tracked, and resolved appropriately; often serves as the final escalation point
  • Assists with the development and implementation of strategic computing plans to solve complex issues involving the integration of various technical systems
  • Assists with analysis of cost implications of the computing strategy and recommend optimal solutions; may manage equipment and budget
  • Establishes, communicates, and implements policies, procedures, best practices, recommendations, and guidelines for standards
  • Ensures team meets customer service expectations; monitors and reports on performance metrics; establishes service level agreements with clients
  • Works on (and often leads) technical projects requiring expertise and creativity in analysis and deployment of technology

Qualifications


  • Bachelor’s degree or equivalent in computer science preferred, or a combination of education and relevant experience

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

  • Certification required in at least one 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

  • Leadership experience working with and developing more junior staff

Requirement

All employees must be fully-vaccinated against the COVID-19 virus as a condition of employment. Exemptions from this requirement as a reasonable accommodation due to medical contraindication, disability or sincerely held religious belief or practice will be considered.

Knowledge, Skills and Abilities

  • Ability to plan effectively and to manage/supervise small projects and work queues
  • Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users
  • Strong ability to follow instructions and documented procedures, as well as ability to provide feedback and compose and/or revise documented procedures
  • Ability to counsel or mentor junior staff on common technical issues and day-to-day operational issues
  • Ability to step in as acting manager of the department on a temporary/short-term basis

Equal Opportunity Employer

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.