IT Support Specialist

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find TFI offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.

Position Description:

This position performs the duties involved in computer technical support. These duties include responding to support requests via the help ticket system and performing assigned projects. Projects and requests will involve computer setup & configuration, hardware & software trouble shooting, following inventory procedures, some end user training, and communication with vendors for product research and support. This person must be organized, have knowledge of Microsoft Office/Operating Systems, VMware, Active Directory/Group Policy and be comfortable learning new technology skills as required. This person will provide support to The Franklin Institute’s user community.

The IT Support Specialist will:

• Provide support to end users on a variety of issues.
• Identify, research and resolve technical problems.
• Responds to telephone calls, email and direct requests for technical support.
• Document, track and monitor the problem to ensure timely resolutions.
• Monitor support ticket queue for support requests, liaise with other IT Department members to redirect tickets where applicable.
• Handle multiple tickets and projects simultaneously.
• Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs and procedures, write procedures, use knowledgebase and have good documentation process.
• Acts as an advocate for the end-user within the IT department.
• Prepare new systems for installations.
• Perform OS and software updates as needed.
• Research hardware & software product availability, as requested by management.

Position Requirements

• 0 - 2 years of experience in a technology field in a related role.
• Excellent troubleshooting skills.  Good communication skills (written, oral and listening).  Must have the ability to work independently as well as be a team player.   
• Demonstrated proficiency with Microsoft desktop operating systems, Microsoft Office Suite and IT Helpdesk operations.

• Status: Full-time, 37.5 hours per week (Monday-Friday). 

To apply, please visit our Career Center. We look forward to hearing from you!

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.

The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.