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Dallas Zoo Management, Inc.

Help Desk Assistant - Information Technology

JOB SUMMARY

Responsible for providing support to all employees at the Dallas Zoo and Children’s Aquarium at Fair Park for all technology assets. This role will act as a customer service representative for the Information Technology Help Desk and responsible for level one support requests.  Position will also be responsible for the proper escalation of Help Desk requests that may require manager approval or attention from a higher level support technician.

SPECIFIC DUTIES AND RESPONSIBILITIES

  • Represent the Technology Department and serve as the first responder for all Help Desk and user interactions.
  • Provide excellent customer service at all times.
  • Provide support and troubleshooting for all technology including, but not limited to hardware, software, copiers, printers, phones, radios, workstations, and audio/visual resources.
  • Escalate requests when appropriate by gathering and communicating all necessary information required for the follow-up technician to fully analyze the request.
  • Follow up with end-users in a timely manner to keep them updated while communicating clearly and politely in person, over the phone or email.
  • Provide assistance within the department on various projects including, but not limited to inventory of technical assets, implementation/installation of software and hardware setup, configuration and installation.
  • Enforce proper use of company’s technical resources by following Technology policies and procedures.
  • Setup A/V presentations and provide user training on A/V equipment.
  • Work effectively with vendors for optimal support and resource management.
  • Perform other duties as assigned and directed by the Help Desk Manager and/or department leadership.

QUALIFICATIONS

  • Must have a high school diploma or GED equivalent.
  • Must have good customer service skills.
  • Must have technical experience with Microsoft Windows and Office.
  • Must have technical experience with computer and peripheral hardware.
  • Experience in a customer service role when using the following applications; Microsoft Office, Adobe products and Help Desk software is a plus.
  • Must be able to work weekends, holidays as well as weekdays.
  • Must have strong analytical skills for problem resolution.
  • Must be proactive, a self-starter, and capable of working independently with little supervision as well as part of a team.
  • Must be polite, professional and able to establish and maintain an effective rapport with all levels of management, employees and zoo guests.
  • Must be able to communicate effectively both orally and in writing.
  • Must be level headed in difficult situations, reacting quickly and positively to bring problems to resolution.
  • Must be able to walk, stand, sit, kneel, stoop, crawl, twist, reach above head, pull, bend, climb stairs and ladders and carry up to 50lbs.
  • Must have a valid driver’s license to operate Zoo vehicles and reliable transportation

How to Apply

All qualified applicants will receive consideration for this position without regard to race, color, religion, sex, national origin or ancestry, disabled veterans and veterans of the Vietnam era. EOE M/F/D/V www.dallaszoo.com Join the Dallas Zoo Management, Inc. community to experience a unique, challenging and rewarding career. If you are interested, please email your resume and cover letter to zoojobs@dallaszoo.com. All applicants MUST place job code HDA in the subject line to be considered.

Dallas Zoo Management, Inc.
650 S. R.L. Thornton Frwy
Dallas, TX 75203

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