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IT Operations Support Specialist

REPORTS TO:  Chief Operations and Facilities Officer
POSITION:  Full-time, benefits eligible and non-exempt
LOCATION: On-site
Salary: $55,000

POSITION SUMMARY

The IT Support Specialist is an IT professional with technical, training, data management and support responsibilities. The Specialist provides training, direct technical support, coordination, and administration (application, account, and access level administration) for a variety of cloud-based services such as Office 365, Inventory Management, and CRM software.

Responsibilities

  • Provides timely information, guides, resources, and training for agency employees and guests.
  • Performs application administration to ensure account access and configurations meet organizational needs.
  • Installs and trains new users on hardware and software
  • Manages technical support requests from employees and guests.
  • Troubleshoot network issues in conjunction with MIS provider
  • Works with third-party providers to ensure optimum network functioning.
  • Coordinates with other departments across campus to determine ongoing training and support needs.
  • Develops and maintains an inventory database of the organization’s fixed assets ( computers, printers, event furniture and equipment, etc.)
  • Designs and delivers just-in-time training on a variety of campus applications, according to campus demand, in a variety of formats.
  • Manages audio/video setup requirements for on and off premise events.
  • Obtains and maintains broad skill sets with ever-changing software, applications, and services in order to provide administration and training services according to campus needs.
  • Assist with efforts to “flatten” network environment and facilitates ongoing efforts to move to a cloud-based environment.
  • Oversee organizational and system-specific cybersecurity policies and procedures.
  • Assist with management and enforcement of file server retention policy.
  • Duties may change as circumstances require.
  • Perform such other duties as may be assigned by the Chief Facilities Officer

Physical Demands

This position is physically demanding and requires the employee to walk unaided up and down hills and over uneven terrain, bend, stoop, reach above their head, have use of fine and gross motor skills, and work in close quarters. The employee must have normal visual acuity at near and far distance with correction and hear the spoken word with correction. The employee must be fluent in English. While performing the duties of this job, the employee is regularly required to sit and to work at a computer. The employee is frequently required to use hands to finger, handle, or touch objects, tools, or controls and to talk fluently. The employee must occasionally lift and/or move heavy objects or boxes. Some evenings or weekends may be required.

PREFERRED QUALIFICATIONS

Technical Support and Administration

  • Be willing and able to learn new technologies, software, applications, and processes quickly and accurately
  • Able to communicate with others and fully understand needs in order to translate requests into effective technical solutions
  • Direct experience with Microsoft 365
  • Direct experience with account and access management
  • Ability to apply best practices in security and administration, as well as enforce security and privacy practices

Training

  • Experience creating and delivering training programs and content
  • Able to write accurate and clear technical documentation, guides, and instructions
  • Able to create materials with proper scope and sequence
  • Able to create materials for a wide variety of media and learning needs

IT Knowledge Management

  • Able to translate knowledge and expertise into effective support and training content
  • Able to create and maintain support and user content

IT Service Management

  • Ability to understand customer needs in order to analyze and solve issues
  • Knowledge of and ability to use best practices in application administration, configuration, and change processes
  • Knowledge of IT service management best practices

Preferred Knowledge, Skills, and Abilities

Some experience with web hosting and design platforms or content management systems
Experience in providing support for the following applications preferred:

  • Microsoft 365
  • CRM Software

Inclusion and Equal Opportunity Statement:

Arrowmont is committed to creating an anti-racist, diverse and inclusive workforce and work environment and is proud to be an equal opportunity employer. Arrowmont strongly encourages people of color, women, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any protected category prohibited by local, state, or federal laws. Arrowmont is committed to compliance with all fair employment practices regarding citizenship and immigration status.

Application Instructions:

To apply, please send a resume or CV, and a list of three professional references, or questions Misti Stoika at mstoika@arrowmont.org with the e-mail subject line as “IT Operations Support Specialist.” Review of applications will begin immediately.


For information on teaching workshops, please contact Nick DeFord, Program Director or submit a proposal. Arrowmont is an equal opportunity employer.

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