Technology Support Specialist (IT/AV)

Job Description

Job Description

The Role 

Liberty Science Center (LSC) is seeking a full-time Technology Support Specialist IT/AV to join the Technology Services team. This role provides essential hands-on technical support to staff, guests, and event operations, ensuring the reliable and efficient operation of computer systems, software applications, audiovisual systems, and hardware devices across the organization. This role will be responsible for diagnosing, troubleshooting, and resolving a wide range of technical issues while delivering a high standard of customer service. When issues exceed Level 2 support, the role requires clear documentation and timely escalation to higher-level support teams to ensure swift resolution. 

This position provides primary onsite technical coverage and works closely with NAKA Technologies, LSC’s managed services provider (MSP), which delivers 24/7 remote help desk support and continuous monitoring of onsite infrastructure. You will assist as a liaison between onsite users and the MSP, ensuring effective communication, coordinated workflows, and adherence to established procedures. 

Success in this role requires close alignment with the Technology Team Help Desk Playbook, ensuring all incidents, requests, and changes are handled consistently, efficiently, and in accordance with LSC standards and best practices. 

This role will report to the Associate Director of IT Operations and the Associate Director of AV Operations; in addition, you will be expected to participate in the cultural life of the organization.

What You’ll Bring 

Resourceful, adaptable, and able to thrive in a fast-paced environment with shifting priorities, you also demonstrate a strong willingness to learn new technologies and develop new skills on the job. While thinking critically and responding quickly to technical challenges, you approach problem-solving with a solutions-oriented mindset and consistently deliver friendly and professional customer service. 

You conduct yourself professionally and adhere to strong business ethics at all times, keeping in mind that you are a steward of LSC culture. In addition, you are a collaborative and empathetic team member who values building strong, positive relationships with colleagues, partners, and end users. Your communication style, reliability, and commitment to service excellence contribute to an effective and supportive Technology Team. 

What You’ll Do 

Below is an overview of the essential functions of this role. Please note this is not an exhaustive list, as new responsibilities can be added as business needs demand.

• Provide up to Level 2 onsite IT and AV support to staff, guests, and event attendees for daily operations, meetings, and special events. 

• Respond to, manage, and resolve technical support requests assigned by a supervisor or escalated via workflows between Naka Technologies MSP and the LSC technology team.

• Proactively identify, analyze, and troubleshoot technical issues; determine root causes; implement effective solutions; and document them via a ticketing system.

• Adhere to the Technology Team Help Desk Playbook and suggest improvements to enhance workflow efficiency and effectiveness.

• Set up, configure, and test staff computers, desk phones, mobile devices, and Tessitura’s ticketing system and point-of-sale (POS) stations. 

• Perform computer imaging and test software and hardware before deployments.

• Perform routine maintenance checks on equipment, maintain accurate inventory records, and track end-of-life devices for the electronic recycling disposal program.

• Install, update, and troubleshoot Windows, macOS, iOS, and Android systems; monitor automated patch schedules; identify devices requiring attention; and coordinate with internal team and vendors to optimize MDM-based deployment systems.

• Coordinate with the People Team to schedule new employee orientations and deliver onboarding training on LSC hardware, software, and phone systems.

• Act as a Level 2 support resource by collaborating with vendors to troubleshoot incidents, escalate issues as needed, and support testing and deployment of new services.

• Contribute to technology projects by completing assigned tasks or managing small projects end-to-end, with accurate progress tracking in Monday.com.

• Provide user training on software and hardware, and develop and maintain materials to support adoption and keep staff up to date on key applications.

• Assist with the start-up and shutdown of AV and IT equipment when necessary. 

• Support Live Science demonstrations by operating and maintaining audio, visual, and display aids, and lighting components. 

• Perform End-to-end testing before meetings and special events to ensure the application & hardware perform reliably under real-world conditions.

• Provide technical support to the Exhibits Department by assisting in troubleshooting and resolving escalated exhibit technology issues.

• Deliver friendly, professional customer service and clear technical communication. 

• Other responsibilities, as needed. 

Preferred Knowledge, Skills, & Abilities (KSAs) 

• Excellent communication skills that enable you to deliver training to users of varying technical ability and explain complex issues clearly 

• Resourceful and able to multitask in a high-pressure environment 

• Ability to work both independently and in a team environment 

• Strong understanding of computer hardware, operating systems (Windows &Mac), networking protocols, and common software applications

• In-depth knowledge of Google Workspace, Teams, and Zoom applications 

• Must be able to maintain confidentiality 

• Exceptional de-escalation skills 

• Ability to follow procedures accurately and maintain detailed documentation

• Familiarity with network infrastructure, including Ethernet connections and IP protocols 

• Basic understanding of audio and video equipment, including their functions, connections, and compatibility 

Preferred Qualifications & Experience

• 2+ years of hands-on experience providing Level 1 or Level 2 IT and/or AV support in a fast-paced, customer-facing environment 

• College degree or equivalent education in Computer Science or a related field