The Broad is an internationally renowned contemporary art museum founded by philanthropists Eli and Edythe Broad on Grand Avenue in downtown Los Angeles. Designed by Diller Scofidio + Renfro in collaboration with Gensler, the museum offers free general admission. The Broad is home to the 2,000 works of art in the Broad Collection, which is among the most prominent holdings of postwar and contemporary art worldwide and presents an active program of rotating temporary exhibitions and innovative audience engagement. The 120,000-square-foot building features two floors of gallery space and is the headquarters of The Broad Art Foundation’s worldwide lending library, which has actively loaned collection works to museums around the world since 1984. Since opening in September 2015, The Broad has welcomed more than 4 million visitors, and has one of the youngest, most diverse audiences of any museum in the country.
ABOUT THE POSITION
At The Broad, it is our mission to make our collection accessible to the widest possible audience while we strive to create a welcoming, inclusive environment for all our visitors and staff. The Broad Technology team creates, implements and supports the systems and software that enables the museums staff to efficiently and effectively accomplish this mission. Innovative technology enables staff to produce the nationally recognized, award-winning, mission-focused first-class museum experience, its high touch luxury retail experience and supports the diverse public programming, including conversations, performances, musical artists, film screenings, family weekends, and school group visits, and even a diversity apprenticeship program. Technology underpins the activities of all staff who make these programs possible.
Along with Director, Technology and Applications Manager, the Help Desk Engineer (HDE) supports approximately 200 employee and contract staff. The HDE principally provides tier 1 desktop support, hands-on onsite and remote technology support, and audio-visual systems support for museum staff. In this effort the HDE is the primary point of contact, taking and tracking client calls, resolving or escalating to team members as needed. The HDE also ensures that visitors and staff have access to effective technology resources that create a seamless and frictionless experience. Technology is a key enabler to the full spectrum of the museum’s work, from staff using office technology, selling tickets for an exhibition or automating marketing outreach to the visitor finding the website, purchasing a ticket, arriving and experiencing the art and our retail presence at the museum; this role is key to the success of each employee and the museum as whole.
DUTIES AND RESPONSIBILITIES
- Respond to Help Desk tickets and requests in person, via email, phone, and chat ensuring efficient resolution of issues and accurate documentation of solutions.
- Troubleshoot a wide range of technical issues across hardware systems and applications, referring to manuals and documentation, and escalate calls as needed to other IT staff or the appropriate vendor.
- Provision, update, and deactivate user accounts in Active Directory and Office 365.
- Configure, customize, and deploy new computers, software, and peripherals to staff.
- Provision phone extensions, voicemail, and network fax capabilities.
- Assist users with setting up approved wireless/handheld/mobile devices.
- Create and maintain computer operating system images, refreshing as needed.
- Assist with provisioning, updating, and administration of networked printers, VPN, Remote Access System, and anti-virus/anti-malware systems.
- Maintain a current inventory of hardware including but not limited to computers, printers, monitors, and other components and peripherals.
- Identify and remove technology equipment from service and assist with the proper disposal/asset recovery of those systems.
- Develop and conduct staff training sessions, creating accompanying reference documentation and guides for staff.
- Review backup logs to ensure servers and files are being backed up by designated vendor and participate in test restores as well as user file restores as needed.
- Propose options for improving Help Desk workflows, such as task automation, and contribute to implementation.
- Participate in testing and implementation of public-facing technology installations, including those for major exhibitions, providing feedback to the Team.
- Advise team of recurrent problems or issues with hardware/software and propose guidelines for resolution.
- Assist with network maintenance tasks as needed.
- Assist staff with troubleshooting audio/visual issues in conference rooms and event spaces as needed.
- Provide support for technology in gallery installations as needed.
- Performs other duties as assigned.
EXPERIENCE AND QUALIFICATIONS
- At least 5 years of progressively responsible experience working in a hands-on user support/help desk environment.
- Knowledge of current computer systems and peripherals, Apple and Android mobile devices, Windows operating systems, Active Directory and Microsoft Office 365 is required.
- Microsoft Certifications in Azure Database Administrator Associate, Dynamics 365 Fundamentals, Power Platform Fundamentals and Azure Fundamentals preferred.
- Keen understanding of iOS and Android mobile device and app troubleshooting is required.
- High school diploma or GED with some formal technology training and or certifications.
- Ability to communicate technical ideas in easy-to-understand language and speak effectively one-on-one and in front of groups.
- Team oriented, with excellent interpersonal skills, and the ability to work successfully with others as well as independently in a fast-paced collaborative environment.
- Ability to effectively prioritize and execute tasks under pressure.
- Self-motivated, detail oriented, and have excellent analytical, problem solving, and documentation skills.
- Approach work with integrity and honesty.
- Support and demonstrate the museum’s culture of developing a diverse, equitable, inclusive, and accessible environment for staff, contract staff, vendors, and visitors.
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Employment is contingent upon a satisfactory background and reference check.
- Ability to follow instructions, receive feedback, and learn from mistakes.
While performing the duties of this job, the employee is frequently required to use hands to operate, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is regularly required to stand, walk, sit, crawl and maneuver in tight spaces, including under desks, in server racks, perform lifting and carrying, as well as some climbing ladders or use of lifts to access cables above ceilings or access specific spaces which requires good balance and being comfortable with ceiling level heights.
The employee must occasionally lift and/or move up to 50 pounds.
Must be able to remain stationary as well as frequently work in both restricted and public areas of the museum for extended periods of time.
Work is performed both inside the museum and outdoors. This role requires both remaining stationary as well as frequently moving about the museum galleries.
The Help Desk Engineer will normally work Monday through Friday 9-6 p.m. However, in some instances the work schedule for this position requires evening and weekend hours.
COMPENSATION AND BENEFITS
Salary range: $70,000.00 - $80,000.00 annually
Employees can expect to work 40 hours each week.
Employees hired into this position are eligible for the following benefits: medical, vision, dental, employee assistant program, paid vacation and holidays, sick leave, retirement, life insurance, and short- and long- term disability.
Additional benefits may include employee discount at The Shop, free parking or annual free personalized LA Metro pass or bike stipend or walk stipend, discounts at local eateries, and more.
EQUAL OPPORTUNITY EMPLOYER
The Broad is an equal opportunity employer, and we aspire to reflect the diversity of Los Angeles in both our staff and our visitors. It is the practice of The Broad to offer equal opportunity consistent with applicable federal and state law in all aspects of employment. All employment decisions will be made in compliance with applicable federal and state laws prohibiting discrimination on the basis of race (including traits historically associated with race, including but not limited to hair texture and protective hairstyles), religion, creed, color, national origin, ancestry, marital status, sex, pregnancy, gender, gender identity, gender expression, age, medical condition (as defined by California law and including Acquired Immune Deficiency Syndrome (AIDS), actual or perceived), genetic information, physical or mental disability, sexual orientation, military or veteran status, having filed a discrimination complaint or any other status protected by applicable law. The Broad believes that by actively building a diverse workforce we can innovate, inspire, and engage with the widest possible audience.
The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.
*Reasonable accommodations will be made for qualified candidates with disabilities in accordance with the ADA and the ADAAA.