Technical Support Specialist

About the Senator John Heinz History Center

The Senator John Heinz History Center is Pennsylvania's largest history museum and a proud affiliate of the Smithsonian Institution. Devoted to the history and heritage of Western Pennsylvania, our family of museums includes the Heinz History Center, Western Pennsylvania Sports Museum, Fort Pitt Museum, and Meadowcroft Rockshelter and Historic Village. The History Center is home to the Thomas & Katherine Detre Library & Archives.

Our mission is to engage and inspire large and diverse audiences through programs that enable links to the past, understanding in the present, and guidance for the future by preserving regional history and presenting the American experience with a Western Pennsylvania connection.

This work is accomplished in partnership with others through archaeology, archives, artifact collections, broadcast and electronic media, civic engagement, conservation, educational programs, exhibitions, events, library, museums, public outreach, performance, preservation, publications, products, research, technical assistance, and virtual programs.

Position Description:

The Heinz History Center is seeking a Technical Support Specialist to join the Technology team. This position will work along the Technology Manager and Director of Technology and Operations to provide support for all the organization's technological needs. The ideal candidate will have some demonstrable technical experience, but we encourage interested candidates from varied backgrounds to apply for this junior role. Training on our specific technology platforms will be provided.

As a part of a small team, the Technical Support Specialist will work on various tasks and projects. These tasks will range from fielding help desk tickets to managing our fleet of desktops, laptops, and mobile devices. Assisting the Technology Manager on a variety of projects ranging from small projects that take a few days to large projects spanning weeks or months. Making recommendations for improvements to IT operations and taking the lead to see implementation to completion. Below is the expected breakdown of responsibilities:

• Help Desk Support
  • Primary point of contact for incoming tickets, escalating tickets to the Technology Manager as necessary.
  • Create, manage, and update the Help Desk Knowledge Base's existing articles.
  • Manage, maintain, and improve the help desk solution for all departments that use it.
• General Maintenance
  • Manage all aspects of the lifecycle for all Heinz History Center end-user devices and exhibit interactives.
  • Manage the Heinz History Center device inventory and patch management solution.
  • Install, configure, maintain, and upgrade all desktop hardware and peripherals.
  • Responsible for maintaining the Technology department storage and work area.
• Departmental Support
  • Adhere to departmental values and service standards.
  • Professional development to stay aware of technological developments and trends.
  • Assist the Technology Manager with research and investigation of any security incidents or service disruptions.
  • Maintain and ensure confidentiality of the data being processed, accessed, or stored by the network.

Below are the qualifications we are looking for in an applicant.

Education/Experience

An associate or bachelor's degree in information technology is preferred but may be substituted with two to three years of experience in a Technical Support setting.

Certification/Clearance

A successful applicant must be able to obtain PA Act 33/34 clearances (Criminal & Child Abuse)

The following are not required but would be advantageous:

A+, Network+, Security+, any Microsoft, or Mac certification

Skills and abilities

• Knowledge of current Windows and Mac Operating Systems, including iOS.
• General knowledge of network security principles and practices to include TC/PIP, DNS, and DHCP
• Practical knowledge in the monitoring/maintenance/troubleshooting of PCs, laptops, and mobile devices.
• Experience using modern endpoint protection solutions.
• Ability to provide excellent customer service while interacting with staff
• Ability to present ideas and instruction in a non-technical, user-friendly manner
• Ability to learn new technology as required and understand product documentation.
• Must have a valid driver's license and maintain an acceptable driving record. Routine local travel to Heinz History Center locations and occasional related travel
• Must have ability to work off-hours and weekends as necessary
• Required to be part of an on-call rotation (two weekends a month)

The successful candidate will be required to prove that they have received the COVID-19 vaccine or have a valid religious or medical reason not to be vaccinated.

Why Work at the History Center?

• Rewarding, mission-driven work that makes an impact in the community!
• Smithsonian-affiliated museum located in Pittsburgh's vibrant and historic Strip District
• Voted the #1 history museum in the nation by USA Today
• Voted Best Museum in Pittsburgh by Pittsburgh Magazine(2022 & 2023)
• Flexible work schedule, including potential for hybrid work
• Full benefits package, including medical, dental, and vision insurance
• Flexible Spending Account (FSA) options
• 403(B) retirement plan with employer match
• Paid time off (vacation, personal, and sick days)
• Nine (9) paid holidays
• Company paid life insurance / LTD
• Wellness and Employee Assistance Program
• Discounts in the Museum Shop and Cafe
• Public transportation and parking options nearby

The History Center is an Equal Opportunity Employer. The History Center celebrates diversity and is committed to treating all applicants & employees fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.