Help Desk Technician Jobs

LAC Federal is seeking a remote Help Desk Technician to provide issue resolution and staff training for a digital asset management system and a preservation system. The Technician will respond to and log incoming requests for technical support and triage requests to assign them to an appropriate expert. May provide some level 1 troubleshooting and technical support. Follows up with requestors to ensure timely response. Develops training materials to include manuals, guides, frequently asked questions, tutorials, and other training material. Provides training to staff coordinating input with technical specialists.

Duties And Responsibilities

• Receives and logs new issues related to the DAMS/Preservation systems in a Museum provided ticketing system
• Staff Training
• Develop training materials, including user guides, manuals, tutorials, and other instructional resources to support the functional use of the DAMS/Preservation systems
• Help Desk Support
• Ensures the timely completion of technical and functional system tickets
• Communicates technical issues, maintenance work, new features, and upgrades to users and relevant stakeholders
• Maintain and update the Museum's DAM help site, ensuring that it contains relevant and up-to-date information on system features and frequently asked questions
• Conducts introductory training sessions, and works with technical specialists to coordinate and execute specialized training sessions
• Triages tickets, troubleshoot functional tickets and assigns technical tickets to the appropriate point of contact

Requirements

• Adaptable to changing priorities and able to learn new technologies.Preferred Qualifications:
• Experience using OpenText Media Management or similar DAMS software
• Ability to conduct introductory and organize specialized training sessions in a virtual environment
• Experience using Libsafe or similar preservation software
• Perferred Qualifications
• Experience developing training materials, user guides, and related functional documentation
• Proficiency with Google Suite
• Excellent written and verbal communication to relay technical issues, maintenance work, and upgrades to technical specialists, users, and stakeholders.
• Able to work well in a team, and collaborate with museum staff, technical specialists, and stakeholders

Benefits

• Family Leave (Maternity, Paternity)
• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Training & Development
• Short Term & Long Term Disability