Support Center Analyst
Company: Museum of Fine Arts, Houston
Location: Houston , TX
Category: Call Center, Information Technology
Job Type: Full Time
Posted: 3/4/2019

 Job 19-086IT



  • Analyzes, troubleshoots and documents issues with telecommunications, computer, audio/visual, and network hardware and sofware
    Manages and maintains work orders in ticketing system with high level of documentation/detail
  • Installs computers (Windows and MAC), printers, software and VOIP phones including upgrades/updates as needed or directed by supervisor
  • Assists department in maintaining accurate physical inventory records of computers and related equipment
  • Provides phone-based support and logs 100% of all calls received into ticketing system and maintains records of all caller interactions; achieves 85% first call resolution.
  • Researches and troubleshoots all calls. Any calls that cannot be resolved should have documentation of all tier I troubleshooting steps and immediately escalated to tier II
    support or person.
  • Shares and documents critical information with peers to aid in the development of other team members skills.
  • Ensures superb customer service in all interactions.
  • Performs other duties as assigned


Benefits: Group Medical and Dental Insurance, Life and Long Term Disability Insurance, Retirement Plan, Flexible Spending Plans, Paid Time Off, Reserve Time Off, Holiday Pay, Museum Membership and Discounts


Send resume and Museum Application


The Museum is an equal opportunity employer dedicated to a policy of nondiscrimination in employment without regard to race, creed, color, age, gender, gender identity, sexual orientation, religion, national origin, genetic information, disability, or protected veteran status.



Skills, Knowledge and Abilities:

  • Must be detailed oriented and able to follow instructions
  • Must be dependable, conscientious, and have good communication skills and interpersonal skills to deal with a variety of people
  • Must have working knowledge of Windows 7, Windows 10 and MAC OS.
  • Must have working knowledge of Microsoft Office 2013/2016, Outlook 365
  • TCP/IP protocol experience, basic understanding of WiFi and Switching
  • Working knowledge of Active Directory and Group Policy
  • Must have working knowledge of Stand Alone & Network Printing
  • Possesses the ability for installing and troubleshooting peripheral devices such as scanners, cameras, card readers, etc.
  • Candidate must have experience troubleshooting PC's and printers in a large network environment
  • Professional appearance and demeanor


Education and Experience:

  • A minimum of three years Support Center/ Help Desk/ Phone Tech or AV experience
Montrose Building

Houston, TX 77005
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