Help Desk Technician

Job Description

Job Description

Reports to: Director of Information Technology
Employment Status: Full-time, Non-exempt

Hillwood Estate, Museum & Gardens welcomes over 100,000 visitors annually to experience the beauty of our gardens, the richness of our decorative arts collection, and the lasting legacy of Marjorie Merriweather Post. Our IT team plays a vital role in supporting Hillwood’s mission by ensuring smooth technical operations for staff and visitors, from daily troubleshooting to large-scale events and exhibitions.

We are seeking a Help Desk Technician who will provide responsive and professional technical support to end-users, assist with installations and server management, and help facilitate seamless live events and meetings. This role is ideal for an IT professional eager to expand their expertise in backend server and device infrastructure support while contributing to a collaborative, mission-driven environment.

About the Role:

The Help Desk Technician serves as the first point of contact for technical support at Hillwood. Responsibilities include assisting staff with hardware, software, and network issues; setting up and troubleshooting AV equipment for meetings and live events; and providing support for installations and maintenance of servers, switches, and access points. The position also ensures compliance with NIST and CIS standards, manages Windows and VMware environments, and supports Cisco Systems. With opportunities to engage in hands-on projects—such as exhibition video setup, wireless expansion, and server maintenance—this position offers a dynamic mix of daily troubleshooting and long-term IT initiatives.

About Us:

Hillwood Estate, Museum & Gardens is committed to fostering a positive and inclusive work environment where all voices are valued. As a private cultural institution, Hillwood offers stable, year-round employment, free from government funding cycles, and strives to provide meaningful experiences for both visitors and staff.

We Offer:

• A fabulous work culture that inspires your best work.

• Casual Monday.

• Support for career development with internal and external opportunities to learn and grow.

• Medical, dental and vision insurance.

  • Our most popular medical plan has an upfront deductible of $1,650 per year for single coverage and $3,300 per year for dependent/family coverage, with a Health Savings Account (HSA) tied to the plan.

  • Hillwood will contribute up to $1,650 annually into your HSA if you elect single coverage or up to $3,300 annually if you elect dependent/family coverage for the 2025 plan year, prorated based on your coverage start date.

  • Employee contribution rates for medical plans are based on coverage level and annualized salary. Those with higher salaries contribute more, with a maximum contribution of $170 per biweekly payroll—most employees pay much less.

• Retirement Savings Plan: Hillwood matches up to 5% of employee contributions. Hillwood’s contributions are 100% vested after three years of service.

• Life and accidental death and dismemberment, short- and long-term disability insurance at no cost to the employee.

• Flexible spending account for dependent care.

• Metro commuter benefits of up to $100 per month or free on-site parking.

• Best-in-class paid time off – new hires accrue up to 3 weeks of vacation annually, plus 80 hours of paid sick leave and 11 paid holidays.

• Mental health and wellness support.

• Discounts in the shop and Hillwood café.

• Free admission to the museum and festival days for employees, families, and friends.

Key Responsibilities:

• Provide technical support to end-users for hardware, software, and network needs.

• Set up, monitor, and troubleshoot AV equipment for meetings and live events.

• Assist with installations and maintenance of servers, switches, and access points.

• Ensure compliance with NIST and CIS requirements.

• Manage Windows, Windows servers, end-user devices, VMware, and Cisco Systems.

• Utilize tools such as Event Viewer and apply troubleshooting processes effectively.

• Support group policy setup and management, with understanding of user vs. computer policies.

• Participate in hands-on IT projects, including exhibition video setup, server maintenance, and wireless expansion.

Qualifications:

• 1–3 years of experience in a help desk role, or equivalent education/training.

• Strong troubleshooting and problem-solving skills.

• Familiarity with Windows, VMware, and Cisco environments.

• Experience supporting AV systems and live events preferred.

• Knowledge of NIST and CIS compliance standards a plus.

• Strong communication, customer service, and organizational skills.

• Proactive, detail-oriented, and eager to grow into advanced IT responsibilities.

Hillwood is seeking applicants from all backgrounds and educational levels to ensure we attract the best, most creative talent to our team. We are an equal opportunity employer, and we encourage people who identify as Black, Indigenous, people of color, and people with marginalized identities to apply. We strive to make the hiring process as accessible as possible. Please do not hesitate to share what will make the process best for you. While we cannot guarantee all accommodations, our team will make them where possible with sufficient notice.