Career Opportunity This is not a Federal Position We are currently accepting internal applications to fill the following vacancy. Position Organization Opening Date IT Business Operations Manager Smithsonian Enterprises 10/17/2014 Announcement Pay Band(s) K Commensurate with Experience Appointment Type Indefinite Closing Date SE-15-0105 Position Type Trust Fund 10/27/2014 Schedule Full time DUTY LOCATION: Washington, DC Who may be considered for employment: Current Smithsonian Enterprise employees only. The Smithsonian provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for the application or hiring process please call 202-633-6409 (TTY). Smithsonian Enterprises (SE) is a division of the Smithsonian Institution, the world’s largest museum and research organization. Established in 1846 with a bequest from English Scientist James Smithson, the Institution currently encompasses 19 museums and galleries, the National Zoo and 9 research centers. The Smithsonian has facilities in 7 states, the District of Columbia and the Republic of Panama supporting over 6,000 employees. Smithsonian Enterprises operates retail, media, product development, licensing and other services which promote the Smithsonian mission while generating an essential source of unrestricted funding for the Institution. By providing products and services that reflect the mission of the museums and research centers, Smithsonian Enterprises plays a critical role in advancing the Institution’s mission: the increase and diffusion of knowledge. Smithsonian Enterprises encompasses Smithsonian and Air & Space magazines, Museum stores, Restaurants, IMAX theaters and the Smithsonian Catalog, Consumer products, Educational travel, ecommerce, and commercial media enterprises in book publishing and the Smithsonian TV Channel. The Smithsonian Institution values and seeks a diverse workforce. Join us in "Inspiring Generations through Knowledge and Discovery." The Smithsonian Institution is an Equal Opportunity Employer. We believe that a workforce comprising a variety of educational, cultural and experiential backgrounds support and enhance our daily work life and contribute to the richness of our exhibitions and programs. See Smithsonian EEO program information: www.si.edu/oeema KEY REQUIREMENTS     Pass Pre-employment Background Check and subsequent Background Investigation Complete a one year Probationary Period Maintain a Bank Account for Direct Deposit/Electronic Transfer Males born after 12/31/59 must be registered with Selective Service. Any false statement within your application materials may result in your application being rejected and/or result in termination after employment begins. OVERVIEW The incumbent provides technical support and leadership/supervision to SE technical support personnel. They will assist support personnel and act as escalation channel for complex issues for all lines of business in a 24x7 environment. Major Duties and Responsibilities:  Provide technical assistance to users on both PC and Apple Macintosh systems.  Troubleshoot/maintain corporate desktops, Point of Sale (POS), and other small systems.  Responsible for coding and approving of IT vendor invoices.  Responsible for SE IT asset management (implementation, staging, storage, warehousing, tracking software and documentation).  Administer and trouble shoot user accounts and network mapped drives.  Install Operating systems, load and remove hardware and software driver updates and patches.  Load/support specialty applications for a variety of business operating within the Smithsonian Museums.  Build and configure new hardware and assist in providing specifications for new equipment.  Follow and ensure compliance for all SE and SI security guidelines.  Maintain logs of known issues and software and hardware updates.  Administer client Anti-Virus applications and monitor systems for signs of malware infections.  Maintain proper help desk ticket cycle status by processing accurate and up-to-date logs and documentation.  Manage and administer client side Terminal Service/Citrix capabilities for remote access. Additional Duties and Responsibilities:  Provide on/off-site support of hardware, software and network connectivity issues.  Perform complex software/hardware troubleshooting, patches and re-installations.  Provide IT consulting/training/education services for staff and new hires.  Act as a team lead and/or Project Manager on designated projects or assignments.  Provide strategic, budgeting and disaster recovery/business continuity planning.  Define and document customer business functions and processes.  Participate in user acceptance and new system functionality testing.  Participate in the identification, development and communication of new technology standards and best practices.  Keep abreast of emerging trends in field.  Provide input for requests for applications, hardware and reporting information systems.  Serve as backup to Director in their absence. QUALIFICATIONS/REQUIREMENTS: Knowledge Required: Bachelor’s degree BS from college or university (preferably in a related field) and at least 8 years related experience.  Professional certifications including Microsoft Certified Professional and/or Apple Certified Help Desk Specialist a plus.  Provided IT Support to medium customer base with proven results in customer satisfaction.  Experience with Retail POS Hardware and Software systems a plus.  Candidate must have the ability to quickly adapt to and thrive in a fast-paced change environment. Must be able to follow and take instructions via remote communications and follow through on all assigned tasks.  Proven track record in meeting schedules and deadlines using innovative problem solving techniques, solid project management skills and time management skills.  Supported Microsoft operating systems and products including general knowledge of Active Directory and Microsoft Exchange E-mail system administration.  Supported current Macintosh operating systems and products.  Extensive PC hardware and software configuration experience.    Knowledge of a wide range of computer techniques, requirements, methods, sources, and procedures to perform a variety of assignments for all departments within SE. Knowledge of technical systems design and data management and/or maintenance principles and techniques to evaluate approaches in recommending solutions to problems such as computer system updates and hardware refresh schedules. Ability to understand general MIS procedures and knowledge of duties, priorities, commitments, policies and goals of the MIS department to follow up on program of the office. Special Skills/Knowledge:         Must be able to interact and effectively communicate with customers and team members at all levels of an organization. Must be an advocate for user community and customer service oriented. Knowledgeable in the following operating systems: Windows 7, /Server 2008, Macintosh OS X including 10.6 and higher. In-depth knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Access), related Microsoft software. Ability to work with customers desktop using remote access tools Knowledgeable with TCP/IP networking protocol and connectivity testing. Knowledgeable or familiar with McAfee Anti-Virus software, Ghost 2003, and wireless (802.11) applications Ability to work independently with minimal instruction. SPECIAL CONDITIONS OF EMPLOYMENT: The candidate must possess or have the ability to obtain a motor vehicle operator’s license; ability to lift up to 50 pounds; ability to crawl underneath furniture to install hardware if necessary; work in adverse environmental conditions; assist in off duty hours during job related emergencies. As this is an emergency-essential position, the candidate will be subject to work any shifts, including Saturday, Sunday, holidays and on-call on a regular and recurring basis. Applicants, who wish to qualify based on education completed outside the United States, must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package. Relocation expenses will not be paid Please forward a resume with cover letter to: [email protected] (Please include salary requirements) Please include position title in subject line. Once the vacancy announcement closes, a review of your resume will be made compared to the qualifications and experience as it applies to this job. What to expect next: After a review of applicants is complete, qualified candidates résumé’s will be referred to the hiring manager. The Smithsonian offers a number of exceptional benefits to its employees who qualify. Benefit programs include: Health, Dental, and Vision Insurance Life Insurance Transit/Commuter Benefits Accidental Death and Dismemberment Insurance Annual and Sick Leave Family Friendly Leave Tax Deferred Savings Plan with Employer Contribution Discounts for Smithsonian Memberships, Museum Stores and Restaurants Employee Assistance Program Credit Union Smithsonian Early Enrichment Center (Child Care) Flexible Spending Account (Health & Dependent Care)