Job Information
The Strong IT Service Technician in Rochester, New York
The Strong’s technology team provides secure, dependable, and high-quality technology systems and services for museum staff, events, and facility rentals. As the primary point of contact for the IT Helpdesk, the IT service technician is responsible for installing, configuring, and maintaining museum software and hardware for end users while using excellent customer service and problem-solving techniques to identify, troubleshoot, and resolve issues over the phone and in person. This position initiates escalation procedures as applicable and follows through on all assigned incidents and requests.
Responsible for excellent quality service pertaining to:
Information Technology service and support
Ensure all issues are fielded and resolved in a timely manner by being the first point of contact for the IT Helpdesk
Maintain records/logs of repairs and fixes and maintenance schedule
Audio-Visual service and support
Ensure reliable function and delivery of AV services
Setup, teardown and support during all events with AV requirements
Setup of workstations with computer and necessary peripheral devices
Check computer hardware to ensure functionality
Install, configure and troubleshoot appropriate software and functions according to specifications
Provide orientation and guidance to users on how to operate new software and computer equipment
Administration, fulfillment and reporting of printing consumables and computer/ network equipment. Maintain
stock and arrange for repairs or replacement of equipment, when required
Minimum Qualifications:
Education or work experience sufficient to provide first-level technical support in a business environment. Associates degree or higher in Information Technology or Computer Science preferred.
Demonstrated knowledge and experience with various information technologies including hardware, software, operating systems and peripherals.
Ability to communicate effectively with staff members having varying levels of technical expertise. Must be able to serve as a
technical trainer, assisting staff with cultivating technical skills.
Ability and desire to work in a team-oriented environment.
Must be a self-starter who can work well with people at all levels within the organization.
Must be willing and able to work weekend and evening hours as requested.
Excellent trouble-shooting and diagnostic skills.
Strong interpersonal and communication skills and ability to work effectively with a wide range of constituencies in a diverse community.
Ability to foster a cooperative work environment.
Ability and willingness to complete ladder and lift training supplied by The Strong.