The Desktop Support Specialist provides internal support for the Museum by configuring, installing, maintaining, and upgrading hardware and software systems and related components, as well as providing first level helpdesk support and troubleshooting.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following reflects OMCA’s definition of essential functions for this position, but does not restrict the tasks that may be assigned. OMCA may assign or reassign duties and responsibilities to this position at any time due to reasonable accommodation or other reasons. 

INSTITUTIONAL RESPONSIBILITIES

• Support the Museum’s mission, values, vision, and core commitment to the visitor experience, community engagement, and institutional relevancy for the future
• Contribute to and support the OMCA strategic plan, annual priorities, and institutional initiatives such as diversity advancement
• Contribute to a positive organizational culture based on mutual respect, a spirit of collegiality, cooperation, and openness to many perspectives
• Participate in a culture of ongoing learning, collaboration, innovation, creativity, and community engagement

POSITION DUTIES AND RESPONSIBILITIES

• Provide help desk support with strong customer service
• Respond to helpdesk tickets

• Provide basic training, and orientation to staff on systems and applications usage

• Setup and deploy Mac (75%) & PC (25%) systems using Kanji MDM
• Administer TPX & WebX user accounts & phones
• Maintain and manage Active Directory user roles/permissions and distribution lists
• Manage and track technology equipment
• Draft, Edit & Maintain support related documentation and FAQ’s
• Manage Crowdstrike Falcon software on all systems and servers

EXPERIENCE

• Ability to provide exceptional customer service, take and share responsibility and treat others with respect.

• 2-3 years of related experience
• English language proficiency in both spoken and written form
• Working knowledge of OS – Microsoft Windows Server, Microsoft Windows, Mac OS, & Mobile OS
• Applications - Google Apps, Microsoft Office, Adobe Creative Cloud, FileMaker, TPX/WebX, VectorWorks (or similar), SmartSheet, Blackbaud Suite, ACME Ticketing, Counterpoint (or similar PoS), etc.
• Strong troubleshooting methodology
• General knowledge of TCP/IP configuration
• Critical thinking with problem solving skills

• Ability to present ideas and solutions in a non-technical, user-friendly manner
• Ability to adapt in a diverse, multi-faceted cultural environment

WORK ENVIRONMENT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment may include:

• Museum environment involves both indoor and outdoor working conditions
• Ability to travel between OMCA locations, and other travel as required by position responsibilities
• Ability to work a flexible schedule, including evenings and weekends
• Ability to lift and move equipment
• Requires strenuous physical work including lifting, pushing and pulling
• Exposure to dirt, dust and fumes
• Ability to negotiate in confined spaces such as server rooms and IDF closets, climb ladders to deploy networking equipment such as access points, security cameras, and cabling.

EEO STATEMENT

The Oakland Museum of California is dedicated to diversity, inclusion, accessibility and equity. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sexual orientation, gender identity, national origin, ability/disability status, protected veteran status, or any other characteristic protected by law. We highly encourage our diverse community to apply for available employment, internship, fellowship and volunteer positions at the Museum, as we aim to ensure our staff reflects the diversity of our visitors and surrounding community. In compliance with the Americans with Disabilities Act, OMCA will provide reasonable accommodations to qualified individuals with disabilities.

COMPENSATION: $33.08 - $33.08 hourly