IT Systems and Support Specialist

The Folger Shakespeare Library, located on Capitol Hill in Washington, DC., seeks an IT Systems Support Specialist to join its Information Technology team. The IT Systems Support Specialist is an entry-level technical role responsible for delivering reliable and responsive support for staff hardware, software, and core IT systems. This position is the first line of response for user-facing technology issues and is essential to ensuring a smooth, reliable IT experience for staff across the organization. 

The ideal candidate brings strong technical curiosity, sharp troubleshooting instincts, and excellent interpersonal skills. They communicate clearly, listen well, and demonstrate situational awareness when working with users under pressure. Prior professional experience is not required, but a working knowledge of common enterprise systems, comfort with technical concepts, and an eagerness to learn are essential. 

The standard schedule for this role is Monday-Friday, 8;45am-4:45 pm, which is a 35-hour work week. The candidate must have the ability to work varying additional hours as project demands arise (including evenings and weekends, as necessary).This position is an entirely onsite role. The selected candidate will need to be within a commutable distance to the D.C. office (DC, MD, VA) by their start date.  

Health & safety: The health and well-being of all staff, contractors, and visitors is our top priority. While the Folger no longer requires masks or vaccinations (except for AEA spaces), we support and encourage individuals to take the safety precautions they are most comfortable with, and we ask that individual choices are respected. The Folger offers organization-funded healthcare plans for full-time staff and extensive leave options to all staff in the case of any health issues that arise. 

Compensation:  

• This is a weekly-paid hourly position, with a pay range of $30-35/hr.   

• Total compensation includes an extensive benefits plan, including fully covered health, dental, and vision insurance for the individual and a generous 403b contribution and match, outlined at https://www.folger.edu/employee-benefits.    

Duties: 

End User Support 

• Serves as first line of support in responding to help desk tickets, emails, and walk-up requests covering hardware, software, account access, and connectivity issues. 

• Troubleshoots and resolves problems in Windows, macOS, Office 365, printers, Wi-Fi, and other common systems. 

• Escalates issues involving infrastructure, servers, or security based on documented workflows. 

• Provides calm, professional support to users, including those under time pressure or facing disruptions. 

Device Setup & Lifecycle 

• Configures, images, and deploys desktops, laptops, and mobile devices using standard build procedures. 

• Performs hardware replacements, upgrades, and basic repairs (RAM, batteries, docking stations, etc.). 

• Maintains up-to-date asset tracking and assignments in Folger's asset inventory management system. 

Account & Access Management 

• Creates, modifies, and deactivates user accounts in Active Directory, Microsoft 365, and internal systems. 

• Coordinates onboarding by assisting new staff with login setup, email, file access, phone usage, and system orientation. 

• Supports offboarding procedures by revoking access, archiving data, and ensuring clean account closure. 

• Reviews and processes access requests for accuracy, risk, and appropriate authorization. 

• Provides clear and patient guidance to staff unfamiliar with IT tools or processes. 

AV, Meeting, and Event Tech Support 

• Sets up and troubleshoots video calls, projectors, conference rooms, and mobile AV systems for meetings and events. 

• Serves as backup support for digital signage, interactive displays, and lighting schedules across various Folger departments. 

• Provides in-person and virtual technical assistance for live meetings, trainings, and occasional early morning or evening events. 

Documentation & Process Improvement 

• Maintains and updates internal IT documentation including how-to guides, troubleshooting protocols, and policy FAQs. 

• Identifies recurring issues and recommends improvements to tools, workflows, or user support materials. 

• Shares learnings from resolved tickets to help improve team-wide support quality and consistency. 

Education and Experience: 

• Demonstrated technical knowledge through coursework, certifications, side projects, or informal experience required. 

• Familiarity with Windows and/or macOS, Microsoft Office/365, and general troubleshooting methods. 

• Hands-on experience in a help desk, IT internship, or technical support role strongly preferred. 

• Exposure to Active Directory, endpoint imaging tools, and IT ticketing systems desired. 

• Experience using remote support tools (e.g., TeamViewer, ScreenConnect) desired. 

Skills and Knowledge: 

• Strong communication and customer service skills; able to adjust tone and approach based on audience. 

• High emotional intelligence and the ability to stay composed and solution-focused during challenging interactions. 

• Attention to detail and ability to follow consistent, repeatable processes. 

• Interest in developing toward systems administration, cybersecurity, or IT automation roles preferred. 

Working Conditions/Physical Requirements: 

This job operates in a professional office environment. The employee may be exposed to various components of an office environment, such as fluorescent lighting, pollen, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Normal work week is Monday-Friday, 8:45am-4:45pm. Ability to work varying and additional hours as project demands arise (including evenings and weekends) as necessary. May be required to work remotely after business hours in case of emergency. 

• Generally, normal office working conditions. The noise level in the work environment is usually quiet.  

• Requires physical agility, with the ability to squat, twist, and bend as needed. Ability to lift and carry weights up to 20 lbs and pull carts loaded with up to 40lbs of equipment. Ability to crawl under desks and work in wiring closets. 

• Ability to work at a computer for an extended period, with accuracy.  

• Willingness and capacity to work in an office environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities.  

• Capacity to communicate, in person, or using video, phone, or electronic communication methods, in a manner which can be understood by others.