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.
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
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
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.