Chautauqua Institution is a ‘not-for-profit’ global convener of dialogue and debate on the most significant issues of the day through engagement across four pillars of arts, education, religion and recreation. The Chautauqua Community is located on the shores of Chautauqua Lake in Southwestern New York State and comes alive each summer with a unique mix of fine/performing arts, lectures, interfaith worship/programs, and recreational activities.
Mission: Chautauqua Institution is dedicated to the exploration of the best in human values and the enrichment of life through a program that explores the important religious, social, and political issues of our times; stimulates provocative, thoughtful involvement of individuals and families in creative response to such issues; and promotes excellence and creativity in the appreciation, performance, and teaching of the arts.
Vision: Chautauqua aspires to create an informed, engaged, and renewed public that fosters and actively contributes to a more civil society, nationally and within the various communities represented by its individual constituents and partners.
The Computer & Network Support Technician will report to the Director of Information Technology and work in a team environment to provide troubleshooting responses for computer and network issues as reported by internal clients using Chautauqua Institution’s ZOHO Help Desk. The incumbent will also participate in project objectives and collaborate with team members/third-party contactors to deliver results and reach milestones throughout project life cycle.
Duties and Responsibilities
- Oversee daily performance of computer and network systems interfacing with both employees and guests across an expansive campus of buildings.
- Evaluate resolutions and analyze emerging trends to prevent reoccurring issues while communicating assessments to the Director of Information Technology.
- Deliver professional, prompt, complete, and resourceful technical support for internal clients using Chautauqua Institution’s ZOHO Help Desk. Respond to a high volume of phone, email, live, and help desk requests in order of priority.
- Provide assistance concerning use of computer hardware/software, including installation, printing, word processing, email, network, and other operating systems. Ensure new/replacement equipment is ready for immediate employee use, including user access, cable connection, software installation, and testing operating systems.
- Confer with users, read technical manuals, draw on prior education/experience, and use online resources to perform computer and network diagnostics and troubleshooting.
- Assist with deployment of pre-packaged software programs/releases to improve business efficiencies.
- Develop training materials and procedures for internal users on proper use of hardware or software.
- Analyze, test, troubleshoot, and evaluate existing intranet, internet, and network systems. Conduct post resolution follow-up as required.
- Perform preventative maintenance to ensure networks/servers operate with minimal interruption.
- Identify root causes of network problems using diagnostic testing software and equipment.
- Ensure appropriate procedures are followed for employee access, permissions/security, and ‘back up’ of network data. Configure appropriate access permissions for individuals or groups.
- Analyze and report computer network security breaches or attempted breaches following an established protocol. Install and update antivirus software and ensure virus definitions are up to date.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Research potential solutions through internal and external knowledge bases. As approved by the Director of Information Technology, escalate incidents with appropriate documentation to appropriate consultants/vendors for support.
- As assigned by the Director of Information Technology or Project Manager, participate in projects aligned with approved strategic plan/campus master plan to support objectives, technologies, systems, specifications, schedules, and resources. Work with cross-functional teams organization-wide in support of project plans, schedules, testing and monitoring success.
- Support resolution of computer software/hardware as
- Reinforce standard operating procedures and manage expectations of internal clients as well as provide suggestions for continual improvement.
Formal Education/Experience Requirements
- Associates Degree in Computer Science, Computer Networking Technology, Information Systems Management or closely related field.
- Minimum 3-years professional computer and network support experience for a diverse, complex organization required with experience in a non-profit or hospitality environment strongly preferred.
Skills and Abilities
- Ability to identify complex problems and use critical thinking, logic, reasoning, and relevant information to evaluate options and develop solutions. Technical troubleshooting skills, tools and techniques. Aptitude to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
- Use of deductive reasoning, inductive reasoning and information ordering to apply rules, combine pieces of information to form conclusions and arrange actions in order according to rules/patterns.
- Active learning and listening skills to understand implication of new information for current/future problem solving and decision making as well asking questions as appropriate.
- Selective attention to concentrate on a task without being distracted.
- Excellent interpersonal and professional communication skills (written/verbal) to interact with internal management and staff at all levels, as well as patrons and donors.
- Quality control analysis for conducting tests and inspections of system products, services or processes to evaluate performance.
- Exceptional attention to detail coupled with ability to make quick decisions, take initiative and prioritize multiple tasks in a fast paced, high demand environment.
- In addition to computer and network experience, qualified candidates will also be proficient in basic applications including Microsoft Suite, SharePoint/One Drive and Help Desk Software.
- Impeccable attention to detail, accuracy and quality of work.
Working Conditions and Environmental Hazards
- Normal levels of office noise from conversation, computers and systems. Risk of eye strain due to heavy computer usage. Employee should seek to change visual focus every twenty minutes to alleviate potential discomfort.
- Primarily sedentary work with approximately 85% of work performed sitting at a desk and using substantial/repetitive motion of fingers, wrists and hands (including grasping).
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
- Stooping, kneeling, crouching, reaching, standing and walking when organizing office, filing paperwork and managing daily administrative tasks using resources at floor/desk/overhead levels.
- Visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading.
- Talking by expressing ideas and conveying instructions as well as hearing to perceive sound with or without corrections. Ability to receive detailed information through oral communication.
- Director of Information Technology
- Information Technology Staff, including Seasonal Interns
- Operations Management, including first-line managers and supervisors
Hours of Work
Computer & Network Technician will average 40-45 hours per week with periodic increase of working hours (approximately 50-hours per week) required based on business need in pre-operation and operating seasons, specifically April – September.