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Job Type
Full-time
Description
Mystic Seaport Museum is seeking a detail-oriented and service-minded Systems & CRM Support Associate to provide front-line technical support across the museum and serve as a secondary point of contact and a delegation point for our Tessitura CRM/ticketing system. You'll work closely with staff across all departments across the museum with a variety of technical issues.
Essential Functions:
- Serve as first point of contact for staff technical support requests (hardware, software, network, printers, POS terminals, and peripherals).
- Provide day-to-day user support for Tessitura across ticketing, membership, development, marketing etc.
- Set up, configure, and maintain workstations, laptops, tablets, and museum-wide devices.
- Troubleshoot connectivity issues across office, gallery, retail, and admissions areas.
- Provides on-site support to all departments; ensures high level of service to users.
- Investigates and resolves issues related to hardware and software installation, repairs, upgrades and maintenance.
- Provides users with the appropriate level of in-person training (where user is responsible) in matters of maintenance of systems/equipment. Follows-up with written instructional materials to user.
- Ensures that incidents requiring further follow-up be referred to the Director of Information Technology. Prioritizes and escalates support incidents and requests based on potential business impact and documented guidelines.
- Maintain user accounts, permissions, and access across core systems
- Communicates technical information to both technical and non-technical staff.
- Provides input related to software and hardware (desktop and infrastructure) projects, as requested. Makes recommendations for systems and/or application improvements.
- Maintain basic documentation of IT assets, configurations, and support procedures
- Support point-of-sale (admissions, retail, etc.) operations tied to Tessitura, including troubleshooting during open hours.
- Document standard operating procedures and help maintain internal training materials for CRM users.
- Participate in testing for system updates, patches, and new module roll-outs.
Requirements
- High School Diploma or G.E.D. (Education or classes in Information Technology field required).
- 2 + years of field support experience
- Familiarity with common office and productivity tools eg. Microsoft office.
- Basic networking knowledge preferred.
- Skill in troubleshooting and using diagnostic tools
- Strong communication and interpersonal skills with knowledge of and demonstrated ability in most effective methods of issue resolution and escalation practices.
- Strong analytical and problem-solving abilities.
- Excellent time management and organizational skills; highly responsible and able to work over-time on short-notice, as necessary
- Team player, self-motivated to learn and continue to recommend ways for improvement in systems and/or processes
Physical Requirements and Environmental Conditions:
Must have the ability to lift 50 lbs. minimum and be able to traverse the grounds of an 18-acre campus in all weather conditions and seasons, as required, to execute the duties of the position.
Salary Description
23-27/hourly