$ 20-$ 22/hr

Job Description

Provides support activities in an assigned area. Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting, and problem resolution on computer and Telecommunication systems. Train users on supported software and hardware with an understanding of technology from a user and technical perspective. Assist users in resolving computer-related problems such as inoperative hardware or software.

Duties and Responsibilities:

• Communicates regularly with manager and users through voicemail, email, and in-person communication

• Troubleshoots software and hardware failures

• Provides Tier I support through phone and email; creates work tickets and routes Tier II and III support as needed

o Adheres to ticketing protocols and department processes

• Troubleshoots issues with hardware and software by phone and engages technical resources to resolve

• Researches user questions and isolates and resolves information systems problems

• Recognize patterns in reported incidents, diagnose underlying root cases, and devise timely and effective workarounds as necessary

• Participate in the planning, implementation, and testing phases of application and database installations and upgrades

• Candidates must have open availability and be able to work additional hours as needed

• Performs other related duties as assigned

Each Employee of Lewis Ginter Botanical Garden

• Must comply with provisions of the current Employee Handbook, all published personnel policies and the requirements of their individual job descriptions.

• Must conduct herself or himself and perform all duties in a manner consistent with a public garden serving multigenerational and multicultural individuals and families, and in accordance with directed practices and procedures.

• Must report incidents immediately and ultimately in writing to supervisor(s) and to the HR Manager.

• Must ensure compliance with all applicable federal and state laws and regulations.

• Must perform other duties as assigned by supervisor.

• Supports and embraces our diversity and inclusion policy to create an equitable, diverse and inclusive culture where the contributions of all community members are valued, respected and appreciated.

Physical Demands / Working Conditions

• Must be able to work outdoors and navigate the Garden’s campus in all seasonal weather conditions.

• Must be able to lift 20 pounds intermittently.

• Must be able to walk quickly between all garden venues regularly and walk or stand for periods.

• This position requires familiarity with all public areas of the 82-acre Garden property.

Note: Duties described above, other duties and physical demands have been identified as essential functions as required by the Americans with Disabilities Act.

Education and Experience

• Must be a computer course student, graduate, or have computer-related work experience.

• Great communication, capable of taking care of people’s requests, good customer skills, and patience.

• Candidates must have open availability and be able to work additional hours as needed.

• Demonstrated ability to develop and work with peers, co-workers, and volunteers.

• Experience and demonstrated sensitivity in working with persons of various ethnic and economic backgrounds on staff and within our community.

• Other combinations of education/experience appropriate to the role.

Baseline Knowledge/Requirements

• Computer knowledge or willingness to learn systems for receiving and communicating information:

• Microsoft Outlook, Word, Excel, etc.

• Excellent problem-solving skills with outstanding communication (written and verbal).

• Excellent organizational skills with great attention to detail.

• Effective prioritization and project management skills

• Experience using help desk ticketing software preferred

• Experience with incident troubleshooting and escalation preferred

See a pdf with full job description.

Please submit a cover letter and resume to [email protected]