Systems Support Associate

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.