IT Systems Engineer - TheBroad

THE BROAD 

The Broad is an internationally renowned contemporary art museum founded by philanthropists Eli and Edythe Broad on Grand Avenue in downtown Los Angeles. Designed by Diller Scofidio + Renfro in collaboration with Gensler, the museum offers free general admission. The Broad is home to the 2,000 works of art in the Broad Collection, which is among the most prominent holdings of postwar and contemporary art worldwide and presents an active program of rotating temporary exhibitions and innovative audience engagement. The 120,000-square-foot building features two floors of gallery space and is the headquarters of The Broad Art Foundation’s worldwide lending library, which has actively loaned collection works to museums around the world since 1984. Since opening in September 2015, The Broad has welcomed more than 4 million visitors, and has one of the youngest, most diverse audiences of any museum in the country. 

ABOUT THE POSITION  

At The Broad, it is our mission to make our collection accessible to the widest possible audience while we strive to create a welcoming, inclusive environment for all our visitors and staff. The Broad Technology team creates, implements and supports the systems and software that enables the museums staff to efficiently and effectively accomplish this mission. Innovative technology enables staff to produce the nationally recognized, award-winning, mission-focused first-class museum experience, its high touch luxury retail experience and supports the diverse public programming, including conversations, performances, musical artists, film screenings, family weekends, and school group visits, and even a diversity apprenticeship program. Technology also supports the activities of all of the staff who make these programs possible. 

With the support of the Information Technology Team and our VAR, the IT Systems Engineer supports approximately 50 FTE and a large contingent of part-time and contract staff.  The IT Systems Engineer provides tier 1 and tier 2 desktop support, providing hands on onsite and remote technology support for museum staff and in support of the daily operations of the museum. The IT Systems Engineer in a secondary capacity administers IT systems in order to achieve timely resolutions to pending issues. In this effort the IT Systems Engineer works closely with the Director of Technology and the Museum Applications Manager resolving support issues, resolving or escalating to our VAR or other team members as needed.  The IT Systems Engineer also understands and champions the museum’s mission of accessibility by upholding The Broad’s core values of creating a welcoming and inclusive environment for all visitors and staff through both direct service and by working to ensure that visitors and staff have access to effective technology resources that create a seamless and effective experience.  From staff using office technology to make the museum run, to selling tickets for an exhibition, or the automation of marketing outreach, to a visitor finding the website, purchasing a ticket, arriving at the museum, experiencing the art and exiting through the gift shop, technology is a key enabler making this role key to the success of each employee and the museum as whole. 

DUTIES AND RESPONSIBILITIES 

• Respond to support issues and requests in person, via email, phone, and chat ensuring efficient resolution of issues and accurate documentation of solutions. 

• Troubleshoot a wide range of technical issues across hardware systems and applications, referring to manuals and documentation, and escalate calls as needed to IT staff or the appropriate vendor. 

• Provision, update, and deactivate user accounts in Active Directory and Office 365. 

• Administer all IT software and systems utilized by the museum and its staff. 

• Configure, customize, and deploy new computers, software, and peripherals to staff. 

• Provision desk phones, phone extensions, voicemail, and network fax capabilities. 

• Assist users with setting up approved wireless/handheld/mobile devices. 

• Create and maintain computer operating system images, refreshing as needed. 

• Assist with provisioning, updating, and administration of networked printers, VPN, Remote Access System, and anti-virus/anti-malware systems. 

• Provide printer support, maintain related toner, and drum inventories. 

• Maintain a current inventory of hardware including computers, printers, monitors, and other components and peripherals. 

• Identify and remove technology equipment from service and assist with the proper disposal/asset recovery of those systems. 

• Develop and conduct staff training sessions, creating accompanying reference documentation and guides for staff. 

• Review backup logs to ensure servers and files are backed up by designated vendor and participate in test restores and user file restores as needed. 

• Propose options for improving IT workflows, such as task automation, and contribute to implementation. 

• Participated in testing and implementation of public-facing technology installations, including those for major exhibitions, providing feedback to the team. 

• Advise team of recurrent problems or issues with hardware/software and propose guidelines for resolution. 

• Assist with network maintenance tasks 

• Assist staff with troubleshooting audio/visual issues in conference rooms and event spaces as needed. 

• Provide support for technology in gallery installations as needed. 

• Performs other duties as assigned. 

EXPERIENCE AND QUALIFICATIONS 

• High school diploma or GED with some formal technology training and or certifications. 

• At least 5 years of progressively responsible experience working in a hands-on user support/helpdesk environment.  

• Knowledge of current computer systems and peripherals, Apple and Android mobile devices, Windows operating systems, Active Directory and Microsoft Office 365 is required. 

• Keen understanding of iOS and Android mobile devices and app troubleshooting is required. 

• Ability to communicate technical ideas in easy-to-understand language and speak effectively one-on-one and in front of groups.  

• Team oriented, with excellent interpersonal skills, collaborative ability to work successfully with others and independently in a fast-paced collaborative environment.  

• Ability to effectively prioritize and execute tasks under pressure. 

• Self-motivated, detail oriented, and have excellent analytical, problem solving, and documentation skills. 

ADDITIONAL QUALIFICATIONS 

• Approach work with integrity and honesty. 

• Support and demonstrate the museum’s culture of developing a diverse, equitable, inclusive, and accessible environment for staff, contract staff, vendors, and visitors. 

• All employees of The Broad are required to be vaccinated against COVID-19, subject to certain exemptions as required by law. All newly hired staff must show proof of their COVID-19 vaccination within 45 days of hire. Please contact Human Resources if you have questions regarding the COVID-19 vaccination policy. 

• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Employment is contingent upon a satisfactory background and reference check. 

• Ability to follow instructions, receive constructive criticism, and learn from mistakes. 

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to use hands to operate, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is regularly required to stand, walk, sit, crawl and maneuver in tight spaces, including under desks, in server racks, perform lifting and carrying, as well as some climbing ladders or use of lifts to access cables above ceilings or access specific spaces which requires good balance and being comfortable with ceiling level heights. 

The employee must occasionally lift and/or move up to 50 pounds 

Must be able to remain stationary as well as frequently work in both restricted and public areas of the museum for extended periods of time.  

WORK ENVIRONMENT 

Work is performed both inside the museum and outdoors. This role requires both remaining stationary as well as frequently moving about the museum to perform work and care must be exercised at all times to create a safe work environment and to protect the safety of any artwork in the work area. 

SCHEDULE 

*Reasonable accommodations will be made for qualified candidates with disabilities in accordance with the ADA and the ADAAA.