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.