This position will, at times, require scheduled weekend, holiday and after-hours working, including support for various special events. The position may participate in rotating weekend coverage schedule, working alternating weekends to ensure consistent IT support. Pay Rate: Range starts at $18.62/hour
Summary:
- The IT Support Specialist (tier 1) serves as the first point of contact for IT-related issues and requests across all functions under the Omaha Zoological Society, including the Henry Doorly Zoo and Aquarium and Lee G. Simmons Wildlife Safari Park.
- This role provides tier 1 service desk support, managing the incoming requests, ticket queues, resolving issues within scope, and escalating or dispatching IT Support Analysts (tier 2) when appropriate.
- The IT Support Specialist is committed to delivering excellent customer service and maintaining a positive, professional experience for every guest and staff interaction.
- This role requires a balance of foundational technical knowledge, excellent problem-solving skills, and a strong customer-service mindset.
- The ideal candidate will diagnose, troubleshoot, and resolve routine hardware, software, audio/visual and network issues efficiently.
- Additionally, this position will assist IT Support Analysts (tier 2) with installation and maintenance of zoo networks and peripheral equipment, as well as general support of users’ software and hardware needs.
- This position reports to the Director of IT Networks and Systems.
Duties and Responsibilities/Essential Functions (include but not limited to):
- Assist with the installation, configuration, and maintenance of computer workstations, printers, and network devices.
- Provide expedited response to point-of-sale issues to maintain maximum up time.
- Respond to the needs and questions of end users; troubleshoot, diagnose, and fix hardware and/or software problems (this can include both PC and Apple platforms).
- Maintain user accounts on the domain and provide access to network resources.
- Support zoo staff use of Microsoft Office 365.
- Interface with other zoo departments and vendors to report and resolve software and hardware issues; develop solutions consistent with organizational objectives.
- Provide instruction and guidance on proper use of computer equipment, software, and phones.
- Organize and schedule updates to system software and device drivers.
- Maintain records of issues, resolutions, and maintenance schedules.
- Assist with the maintenance and use of audio/visual systems.
- Assist tier 2 support as needed.
- Perform other duties as assigned by manager.
Knowledge, Skills, and Abilities:
- Technical knowledge of computer hardware.
- Knowledge of both PC and Apple platforms.
- Knowledge of Microsoft Windows operating system and Office 365.
- Basic knowledge of network hardware and cabling.
- Commitment to excellence and high standards.
- Strong written and oral communication skills.
- Ability to manage priorities and workflow.
- Ability to work independently and as a member of a team.
- Proven ability to handle multiple projects and meet deadlines.
- Ability to deal effectively with a diverse group of individuals at all organizational levels.
- Good judgment with the ability to make sound and timely decisions.
Required Qualifications:
- Associate degree in information technology, information systems, or computer science, or 1-2 years of related experience.
- Candidates will be required to pass a pre-employment background check, drug test, and possess a valid driver’s license with a good history.
Work Environment/Physical Demands:
- Professional office environment.
- Light physical effort with occasional lifting of 25 to 50 pounds.
- Keyboarding and desk work for long periods of time.
- Mobility to physically assess technology activities in various locations across the zoo, aquarium, or safari park, possibly in inclement weather.
- Scheduled weekend and after-hours/special event work.
DISCLAIMER
- The information presented indicates the general nature and level of work expected of employees in this classification.
- It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.
- Omaha’s Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.
