IT Technical Support Specialist

IT Technical Support Specialist

Santa Ana, California, United States

Come join the fun and make a difference with Discovery Cube! For over 25 years, we've been inspiring kids and educators alike with our hands-on science education initiatives and interactive exhibits. Our four core initiatives - STEM proficiency, early childhood education, healthy living, and environmental stewardship - are future-forward in promoting life-long-learning. Plus, with our immersive campuses in Orange County and Los Angeles, as well as our educational outreach programs, there are endless opportunities for learning exploration. As a prominent advocate for modern science education, we believe in empowering our learners with real-world applications and spotlighting science as a solution and force for good. Don't miss out on the excitement and join our important mission today!

Position: Under the direction of the IT Director, the IT Technical Support Specialist supports the systems and software that enables the museum staff to efficiently and effectively accomplish daily operations. The Technical Support Specialist is responsible for the troubleshooting, maintenance, and support in the technological underpinnings for interactive exhibits, facility, point-of-sale, and back office needs. This position requires in-depth knowledge of computer software & hardware, audio / video hardware, wired and wireless networking.

Responsibilities:

• Respond to support issues and requests for both museum floor and back office staff, ensuring efficient resolution of issues and accurate documentation of solutions
• Troubleshoot a wide range of technical issues across hardware systems and applications, and escalate calls as needed to IT staff or the appropriate vendor
• Updating computer systems and networks
• Maintaining working knowledge of technical problems, software issues
• Setting up new employees on Office products/accounts
• Researching further information about prospective new software and hardware
• Coordinate with different teams/departments on IT projects
• Install and maintain new hardware/Software
• Replacing damaged hardware and software components
• Provision, update, and deactivate user accounts in Office 365
• Assists staff with troubleshooting audio/visual issues in conference rooms and event spaces as needed
• Maintain all audio and visual equipment including security cameras, TVs, projectors and amplifiers
• Work well with other departments to ensure that all IT needs are met
• Update the helpdesk, ensure tickets are closed in a timely manner
• Prepare and adhere to current Systems documentation, policies and procedures that are consistent with industry best practices
• Maintain and verify that all computer systems, desktop/laptop computers are maintained with the latest software updates, patches, and fixes required by the IT vendors to maintain support
• Ensure all exhibit systems are backed up and that restoration procedures are maintained and tested to ensure 100% recoverability
• Ensure that all critical IT facilities including server rooms, wiring closets, UPS battery backup systems, audio visual equipment, etc. are clean and operational at all times
• Performs other duties as assigned

Experience and Qualifications:

• Minimum 2+ years of working in a hands-on user support/help desk environment preferred
• Bachelor's degree in electronics engineering, computer science or related degree preferred

Additional Qualifications:

• Must be adaptable and able to respond to last minute changes
• Ability to work independently
• Ability to communicate technical ideas in easy-to-understand language and speak effectively one-on-one and in front of groups
• Team oriented, with strong interpersonal skills, and ability to work successfully with others
• Self-motivated, detail-oriented, and have excellent analytical, problem solving, and documentation skills
• Knowledge of Mac, Microsoft Office 365 and Windows operating systems
• Ability to operate hand tools
• Ability to effectively multitask and prioritize tasks in fast-paced environment
• Ability to work under pressure and meet deadlines
• An aptitude for solving technical problems
• Excellent verbal and written communication skills
• Previous experience in Galaxy (Point of Sale) desired

Work Environment:

Work is performed both inside the museum and outdoors. This role requires both remaining stationary as well as frequently moving about the museum to perform work.

Schedule:

• 8-hour shift, 5 days per week
• Ability to work a flexible schedule which includes evenings, weekends and holidays is required

What's In It For You:

• Medical, dental and vision insurance
• Optional supplemental insurance coverage
• 401K with up to 4% match after one year for full-time employees
• 14 Free general admission tickets per year
• 4 Bubblefest tickets plus admission
• 10% of on-site dining and shopping discount
• Employee discounts through ADP
• Accrued paid time off for full-time employees
• 10 paid company holidays

Compensation

$22 - $27 USD

Discovery Cube provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.