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 Bruce Hulse, Associate Director of IT Operations, and Fanny Cruz, 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

• Working knowledge of Windows and macOS operating systems, common productivity software, and mobile devices

• Experience supporting audiovisual systems, including displays, projectors, microphones, conferencing platforms, and basic control systems

• Experience with IT service management practices, ticketing systems, and incident escalation workflows

• Experience working with a managed services provider (MSP) or within a hybrid onsite/remote support model

• Strong troubleshooting, documentation, and communication skills with a customer-service mindset

• Ability to support events and operations outside of standard business hours as needed.

• Relevant technical certifications are a PLUS (e.g., CompTIA A+, Network+, AVIXA CTS, AVIXA CTS)

Classification and Schedule

This is a full-time, non-exempt role. The ideal candidate must be available to work weekends, evenings, holidays, and early mornings as business needs or special events may require. Given that LSC is a seven-day-a-week operation, all employees must be able to work a flexible schedule as business requires. Managers will try their best to ensure that employees know their schedule at least three weeks in advance so that you can make life plans; however, we ask that all LSC staff be prepared to flex when business needs require.

Physical & Environmental Considerations

While performing the duties of this job, the employee must be able to lift to 50 pounds, be comfortable with heights (employee will occasionally need to work on ladders and scaffolding), be able to crawl on hands and knees to run and tape down cables, and be able to stand for long periods of time. Must be comfortable sitting for prolonged periods of time at a computer, including staring at a screen. When working special events, the employee must have the capacity to work in low-lighting and strobe-lighting environments.

LSC’s Work Culture at a Glimpse

LSC prides itself on fostering a culture that enables all employees to experience a sense of pleasure, passion, and purpose while in the workplace. We believe in embracing and driving change, inspiring fun and learning, and creating a positive and family-friendly team spirit. Our differences as individuals (race, gender, age, cultural heritage, physical ability, education, and lifestyle) are an asset and contribute to our ability to drive innovation. Lastly, at the heart of our work culture is the commitment to delivering a “wow factor” through our exceptional customer service to not only our guests but also one another.

Work Location
Liberty Science Center is located in a beautiful state park in Jersey City, New Jersey, with easy access to free parking, the Hudson-Bergen Light Rail, and the NJ Path train. LSC is a pleasant 15-minute commute from lower Manhattan.

Compensation & Benefits

Compensation for this position is expected to be $50,000 annually. In addition to salary compensation, you will receive compensation in the form of generous benefits, including, but not limited to:

• Excellent health, dental, and vision insurance options

• Flexible spending accounts for healthcare and dependent care

• Life and disability coverage

• Two retirement savings plans

• 15 days of paid vacation, 9 paid holidays, and 6 days of paid flex time

• Paid sick time

• Pet insurance

• Employee Assistance Program

• Commuter benefits for parking and transit

• LSC Family Membership

• 25% LSC store discount

• 15% on-site cafe discount

To Apply:
Please submit a cover letter and resume highlighting why this role and this organization are a good fit for you.

Liberty Science Center is an equal opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law.

We know that you may not check every single box in this job description. If you are passionate about our mission and interested in this role, we encourage you to apply even if your experience doesn’t perfectly align with every requirement listed.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.