Information Technology Support Specialist
Location
Omaha, Nebraska, United States
Work type
Onsite
Employment
Full Time
Experience
1-2 years
Compensation
$18 per hour
Posted
3h ago
Summary and responsibilities
Role overview
Summary
The IT Support Specialist provides tier 1 service desk support for IT-related issues and requests across the Omaha Zoological Society, including the Henry Doorly Zoo and Aquarium and Lee G. Simmons Wildlife Safari Park. This role involves troubleshooting hardware, software, audio/visual, and network issues, managing ticket queues, and delivering excellent customer service.
The IT Support Specialist (tier 1) serves as the first point of contact for IT-related issues and requests across all functions under the Omaha Zoological Society, including the Henry Doorly Zoo and Aquarium and Lee G. Simmons Wildlife Safari Park. This role provides tier 1 service desk support, managing the incoming requests, ticket queues, resolving issues within scope, and escalating or dispatching IT Support Analysts (tier 2) when appropriate. The IT Support Specialist is committed to delivering excellent customer service and maintaining a positive, professional experience for every guest and staff interaction. This role requires a balance of foundational technical knowledge, excellent problem-solving skills, and a strong customer-service mindset. The ideal candidate will diagnose, troubleshoot, and resolve routine hardware, software, audio/visual and network issues efficiently. Additionally, this position will assist IT Support Analysts (tier 2) with installation and maintenance of zoo networks and peripheral equipment, as well as general support of users’ software and hardware needs. This position reports to the Director of IT Networks and Systems.
Duties and Responsibilities/Essential Functions (include but not limited to):
Assist with the installation, configuration, and maintenance of computer workstations, printers, and network devices.
Provide expedited response to point-of-sale issues to maintain maximum up time.
Respond to the needs and questions of end users; troubleshoot, diagnose, and fix hardware and/or software problems (this can include both PC and Apple platforms).
Maintain user accounts on the domain and provide access to network resources.
Support zoo staff use of Microsoft Office 365.
Interface with other zoo departments and vendors to report and resolve software and hardware issues; develop solutions consistent with organizational objectives.
Provide instruction and guidance on proper use of computer equipment, software, and phones.
Organize and schedule updates to system software and device drivers.
Maintain records of issues, resolutions, and maintenance schedules.
Assist with the maintenance and use of audio/visual systems.
Assist tier 2 support as needed.
Perform other duties as assigned by manager.
Knowledge, Skills, and Abilities:
Technical knowledge of computer hardware.
Knowledge of both PC and Apple platforms.
Knowledge of Microsoft Windows operating system and Office 365.
Basic knowledge of network hardware and cabling.
Commitment to excellence and high standards.
Strong written and oral communication skills.
Ability to manage priorities and workflow.
Ability to work independently and as a member of a team.
Proven ability to handle multiple projects and meet deadlines.
Ability to deal effectively with a diverse group of individuals at all organizational levels.
Good judgment with the ability to make sound and timely decisions.
Required Qualifications:
Associate degree in information technology, information systems, or computer science, or 1-2 years of related experience.
Candidates will be required to pass a pre-employment background check, drug test, and possess a valid driver’s license with a good history.
Work Environment/Physical Demands:
Professional office environment.
Light physical effort with occasional lifting of 25 to 50 pounds.
Keyboarding and desk work for long periods of time.
Mobility to physically assess technology activities in various locations across the zoo, aquarium, or safari park, possibly in inclement weather.
Scheduled weekend and after-hours/special event work.
Updated 3h ago
Candidate fit
Skills and qualifications
Additional skills
Experience
1-2 years
How this role is positioned
Role classification
Job domains
Industries
Employment
Full Time
Contract duration
Permanent
Hiring type
Direct
Global hiring
Location specific
Offer details
Compensation and benefits
Compensation
$18 per hour
Location, schedule, and role shape
Work setup
Work conditions
Bandwidth profile
Context on the employer
Company snapshot
Company
Omaha's Henry Doorly Zoo & Aquarium
Team size
Growing team
Location
Omaha, Nebraska, United States
The IT Support Specialist (tier 1) serves as the first point of contact for IT-related issues and requests across all functions under the Omaha Zoological Society, including the Henry Doorly Zoo and Aquarium and Lee G. Simmons Wildlife Safari Park.
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Information Technology Support Specialist
Omaha, Nebraska, United States • Full Time