General Summary: The I.S. Technical Support Specialist will be responsible for responding to Audubon Institute Information Services Department’s internal customers’ requests for assistance utilizing the AI network, personal computers, servers and performing tasks supporting the Information Services Department’s activities. Specifically, the job will entail:

To deliver on the Audubon mission, the I.S. Technical Support Specialist will:

Provide support to staff, allowing them to ensure a guest experience of outstanding quality by:

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  Responding to requests for support promptly.
• Taking ownership of an issue to ensure that a resolution is achieved as quickly as possible.
• Responding to, troubleshooting, and resolving of P.C. problems for the Audubon Nature Institute
• Responding to, troubleshooting, and resolving of P.C. connectivity issues for the Audubon Nature Institute.
• Installation and repair of Printers in a network and local environment.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Creating P.C. quotes and orders.
• Ability to maintain cooperative working relationships with team and customers
• Create and execute project plans for IT projects that are assigned.
• Responding /providing support on the installation and running of Audubon’s systems and other AI information technology.
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements specified in your department goals.
• Practice and comply with all regulations promoting a safe and healthy work environment (i.e. OSHA).
• Adhere to privacy; confidential, proprietary company policies and procedures (i.e. HIPAA).

Assist in weaving quality entertainment through the guest experience by:

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  Providing quality support to staff.

Contribute toward the operation of a financially self-sufficient collection of museums and parks by:

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  Keeping costs down whenever and however possible while maintaining a high quality of services and systems.

The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

To deliver on the Audubon service promise, the I.S. Support Specialist will:

Welcome

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  Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings.
• Wear identification badge.
• Walk individual to destination instead of pointing; offer assistance to people who look confused.
• Assume ownership of potential safety hazards (wipe-up spill, pick up trash). Always have the camera-ready look.

Share

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  Maintain positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it).
• Coach coworkers on service expectations.
• Utilize the power of teamwork to give excellent service.
• Know when to involve management.

Inspire

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  Know the answers to questions or seek out the answers.
• Utilize proper phone etiquette (answer phone within three rings, smile before answering call, ask for permission and wait for response before placing caller on hold).
• Ensure work area is free of food, drink, socialization, and personal business.
• Follow Dress Code Policy on clothing and grooming.
• Keep unpleasant concerns behind closed doors (vent backstage).

Supervision: Not applicable.

Experience: Minimum 3 years of experience in troubleshooting and repairing of PC’s and /or networks.

Education: High school diploma.

Licensure/Certification: A+ or similar preferred.

Software/Hardware Requirements: This position requires knowledge of:

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  Common network hardware (including cabling, hubs, switches, and routers)
• Common network operating systems
• Operation, installation and troubleshooting of common hardware (personal computers using Windows 2010, 2008, 2007, 2000, Windows XP (operating systems)
• Troubleshooting printers in a network and local environment.
• Installation and utilization of software (especially Microsoft Office Professional Suite)

Machinery/Tools/Equipment Requirements: Must have the ability to use mobile devices, computers, faxes, scanners, phones and copy machines.

Physical Requirements:

1. Medium Work: exerting up to 10 pounds of force occasionally, or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. May involve sitting most of the time, but may involve walking or standing for brief periods of time.

2. Sitting or standing, bending, stooping, and the ability to carry items weighing up to 25 pounds.

3. Constant adequate range of motion and mobility required.

4. Regular near acuity with clarity of vision at 20 inches or less required.

5. Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place and sequence of operations or actions required.

6. Regular talking and the ability to express and exchange ideas by means of language expected.

7. Regular hearing and the ability to perceive the nature of sounds.

8. Constant ability to read, record, or type data quickly and accurately required.

Environmental/Working Conditions:

1. Working long hours between breaks or meals required.

2. Ability to work under and handle stress in an appropriate manner required.

3. May be exposed to high, medium, or low noise intensity.

4. Constant contact with co-workers required.

5. Affinity for animals preferred.

6. Exposure to fluctuations in temperatures may be required.

7. Exposure to outdoor conditions may be required.

8. Ability to work on weekends and holidays.

9. Transportation is required for support of multiple facilities.