Visitor Research Analyst - Museum jobs in Miami, FL

Job Title: Technology Support Analyst

Department: Technology

Reports to: Director of Technology

Position Overview: The Technology Support Analyst provides front-line IT support to all our internal customers and external vendors when applicable. This role requires strong technical skills, including in-depth knowledge of Virtual Desktop Infrastructure (VDI) environments with a focus on VMware, including management within vSphere and Horizon. Proficiency in operating systems such as Windows 10, Windows 11, and Mac OS, as well as foundational knowledge of Office 365 and the Microsoft Office suite, is essential. Experience troubleshooting Adobe products like Acrobat and Photoshop is considered a significant bonus. The role involves providing technical assistance on various issues related to hardware, software, network, or peripherals and monitoring system alerts for hardware, application, and communications failures. Given the Technology department's interaction with all museum departments in multiple capacities, this role also demands high-level interpersonal skills and the ability to solve complex IT issues with a creative problem-solving mindset.

Required Degree: Associate degree in computer related discipline or equivalent.

Qualifications:

• Minimum of 2 years of relevant experience in an enterprise environment providing end-user desktop support or in a computer operations environment.
• Strong familiarity with Virtual Desktop Infrastructure (VDI) environments, particularly with VMware, including managing items within vSphere and Horizon.
• Comprehensive knowledge of operating systems, including Windows 10, Windows 11, and Mac OS.
• Foundational knowledge of supporting Office 365 and the Microsoft Office suite is required.
• Experience with Adobe products such as Acrobat and Photoshop is a bonus, particularly from a troubleshooting perspective.
• Proficient in managing user accounts and permissions through Windows Active Directory, including expertise in password resets and account unlocks.

Preferred Qualifications:

• A preference for candidates with experience in the civic sector or the arts and culture sector, who bring a unique understanding of how technology supports the mission of these organizations.
• Candidates with a strong background in managing and troubleshooting a range of software applications, particularly in a VDI environment, will be given special consideration.

Teamwork Skills:

• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain open line of communications with each department on pertinent information

• Maintain effective communication by means of meetings and memorandums
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the employee handbook.

Physical Demands:

• Walk, bend, lift (up to 25 pounds) files, office supplies an electronic equipment.

• Finger dexterity to pick up paper and use computer keyboard.
• Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Ability to hear in normal tones including telephone and face

Essential Functions included, but are not limited to:

• Supports and maintains end-user needs and ensure effective solutions are implemented.
• Functions as a first responder to user population requests via phone chat, email, and/or our support ticketing system, while prioritizing and managing user expectations.
• Monitors, maintains, and manages a ticketing system while fully documenting procedures/resolutions/changes.
• Maintains a variety of end user systems including PCs, copiers, printers, scanners, virtual desktops, and mobile devices.
• Deploys assets; performs set-up, and imaging of VDI’s to new employees or when needed.
• Facilitates routine user moves/adds/changes of device, phones, or workspaces upon request
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Assists end users with password resets, account unlocks, and permissions management utilizing Windows Active Directory, ensuring secure and efficient access to all necessary systems and resources.
• Provides expertise on desktop support issues
• Resolves all issues in a timely manner while ensuring customers are updated on the progress and final resolution
• Drafts or revises current standard operating procedures (SOP) that are in place.
• Develops training materials and/or provides onsite training as requested.
• Perform post-resolution follow-ups to help requests.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties and responsibilities as necessary.