DEPARTMENT: IT
REPORTS TO: Sr. Manager Technical Support
CLASSIFICATION: Non-Exempt
DATE: July 2024
SALARY: $62,400 - $65,000

POSITION OVERVIEW

The Tech Support Analyst will join the Help Desk to support the organization’s information technology infrastructure operations. This will include managing, administrating, and monitoring all business systems and aiding the organizational staff with technology needs and Visitor Services, Retail, and Audio Guides operations.

ESSENTIAL FUNCTIONS

• Ensures the successful operation of the corporate helpdesk, including incident management and reporting, adheres to service level agreements (SLAs), and interfacing with management across all levels, setting and fulfilling outstanding customer service expectations, timely communications, root-cause analysis, performance, and process improvement and frequent statistical performance monitoring and reporting.
• Must be proficient in systems & application use to include (not limited to) Microsoft 365 platform, Microsoft Office, Microsoft Visio, Microsoft Project, Mobile Device Management, Application packaging, Mac OS, iOS, Windows OS, Linux OS. Manage and maintain a positive security posture for software and OS versions across the enterprise, including monthly compliance reporting.
• Installs, configures and manages Windows desktop workstations that include desktop and laptop computers.
• Supports and maintains a fleet of 700+ Apple iPod/Apple iPhones touches to deliver in museum audio guide and therefore requires the ability to work with mobile devices and mobile management system (Intune) and custom iOS application.

QUALIFICATIONS/SKILLS/REQUIREMENTS

• Bachelors degree in computer information systems, engineering, or a related field required.
• Knowledge and experience with mid to large-scale information systems and technologies.
• Experience with multiple network and desktop operating systems including Windows, LINUX, and Mac OS.
• Minimum 1 -2 years IT experience
• Proven ability to communicate technical information both verbally and in writing to technical, non-technical, and senior management staff.
• Background and/or understanding of Microsoft technologies including Microsoft Office 365, Active Directory, SQL Server, Group Policies, Windows Server 2012/2016, IIS, DHCP, WINS.

Note: Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The National 9/11 Memorial & Museum may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

REQUIRED SUPPORT FOR ORGANIZATIONAL EVENTS

• Participate in the annual 5K fundraiser and September 11th commemoration.
• Assist with other special projects and events in support of the 9/11 Memorial & Museum mission, as assigned

HOW TO APPLY

• Include job title in the email subject field.
• Please indicate the location where job posting was seen.
• Please submit a resume to 911mmitjobs@911memorial.org

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands and work environment described in this job description are representative of those that the employee will encounter and are expected to meet to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to see, be mobile, and have the ability for 2-way communication with the public and staff.

The work environment is an indoor, climate-controlled office environment comprised of cubicles, walled-offices and group conference rooms. The noise level in the office environment is usually low. Employees will be required to comply with the organizational Health and Safety Plan. Minimal travel is required.

This job description is a descriptive list of the responsibilities and qualifications associated with this position and is not intended to be all inclusive. Employees are expected to also perform other business-related duties as assigned by the supervisor or other management.

The organization reserves the right to change, modify, or reassign job responsibilities, duties, and scheduled work hours as per business needs.

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The National September 11 Memorial and Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is committed to an organizational culture that supports and reinforces our values regarding diversity, equity, inclusion, and accessibility (DEIA). We seek to build a collaborative, open, and equitable space where staff want to be, knowing that their contributions, professional expertise, and distinct voices are valued and respected. We encourage and celebrate an inclusive environment where candor and participation, when it comes to sharing ideas and collaborative problem-solving, are welcomed regardless of one’s role at the Museum or background.

Reasonable accommodation may be made for qualified candidates, during the interview process, to enable individuals with disabilities an opportunity to interview.