IT Support Specialist

IT Support SpecialistTechnology keeps the Museum moving—from guest operations and POS systems to staff computers, exhibits, and everything in between. We're looking for an IT Support Specialist who loves solving problems, helping people, and making sure staff have the tools they need to do their best work. If you're a curious, service-minded tech professional who can troubleshoot with confidence, communicate with all kinds of users, and enjoys that no two days are quite the same, come put your skills to work where technology meets discovery!The IT Support Specialist provides service-forward technical support to Museum staff by maintaining computer systems, software applications, network resources, and technology equipment. This position acts as a primary point of contact for resolving technical issues and delivering excellent customer service to end users. With guidance and support from the direct supervisor and contracted technology partners, this position installs, troubleshoots, and maintains hardware and software, supports user accounts and access management, and helps ensure the integrity of organizational systems. The IT Support Specialist will also assist with administration of the Museum's primary POS/CRM platform and related enterprise systems and maintain working knowledge of Museum audio-visual systems. The position requires the ability to diagnose and resolve technical problems efficiently while communicating effectively with users of varying technical skill levels.Essential Duties and Responsibilities include the following. Other duties may be assigned.Supports the day-to-day Museum operation by providing technical support for desktop and laptop computers, mobile devices, printers, and peripheral equipment.Receives, responds to, and resolves incoming technical help desk requests while providing exceptional customer service, maintaining positive working relationships, and ensuring a high level of user satisfaction.Installs, configures, maintains, and troubleshoots Museum hardware and enterprise software systems.Handles user account management, licensing, access permissions, and technology onboarding/offboarding processes.Works collaboratively with contracted technology partners to troubleshoot network connectivity and telecommunications support.Functions as a system administrator for the Museum's primary POS and CRM platforms (accesso Siriusware), ensuring data integrity, system reliability, and effective configuration to support business processes.Promotes cybersecurity best practices by assisting with maintenance and review of Museum-wide cybersecurity training modules.Assists with asset management, documentation, and application of IT procedures and best practices across the organization.Assists direct supervisor and leadership with coordination and implementation of various technology projects.Provides occasional support for Museum audio-visual systems including meeting technology, public presentation systems, and exhibit related AV components.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Bachelor's degree from a four-year college or university in information technology, computer science, information systems, or a related field preferred; or equivalent combination of technical training and experience.Two or more years of progressively responsible experience in information technology, system administration, or related technical roles required.Experience supporting technology operations in a cultural attraction, nonprofit organization, or similarly complex guest-facing environment is highly desirable.Strong interpersonal and relationship building skills with the ability to work collaboratively across departments and understand the needs of internal customers.Ability to translate complex technical concepts into clear, practical information for non-technical audiences and support staff with varying levels of technological familiarity.Strong written communications skills, including the ability to develop clear documentation, procedures, reports, and technology related proposals.Ability to manage organizational change associated with technology implementations, including training, communication, and user adoption.Ability to prioritize competing technical requests and operational needs in a complex, multi department environment.Strong problem-solving skills and the ability to diagnose and resolve technical issues in a methodical manner.Commitment to customer service and responsiveness and supporting all departments.This position supports an operation open 365 days a year and requires routine weekend availability, with occasional holiday coverage and hours exceeding 40 hours per week as needed.Physical DemandsThe 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to move throughout the Museum campus to support offices, exhibits, and other facilities. The position frequently involves sitting for extended periods while working at a computer and using hands to operate keyboards, tools, cables, and other technical equipment. The employee may occasionally stand for extended periods while troubleshooting systems or setting up equipment and may be required to reach overhead or climb ladders to access technology infrastructure. The position also requires occasional lifting or moving equipment such as computers, monitors, and small AV components. Specific vision abilities required include the ability to view computer screens, inspect wiring and equipment, and perform diagnostics on technical systems.Work EnvironmentWork occurs both indoors and outdoors. The employee may occasionally work in mechanical rooms, server closets, exhibit spaces, a theater, and offices. Outdoor conditions typical of a Sonoran Desert environment include heat, dust, and uneven terrain. The position may also require occasional work during events or outside regular business hours. The noise level in the environment is typically moderate and consistent with a business office environment.