IT Help Desk Technician

Monterey Bay Aquarium•Monterey, CA

20h•Onsite

About The Position

At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission. We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply. Priority deadline for applications is January 9, 2026. We're sharing this role ahead of the holidays to give candidates time to apply while our Talent Acquisition team will be out for the holidays from December 24 to January 9. Applications will be reviewed once the team has returned to work and interviews are expected to begin shortly after. Job Summary: Under general supervision, provide primary support of hardware and software solutions throughout the aquarium; perform maintenance, repair, and replacement, if applicable, inclusive of all technology that falls under the responsibility of T&I. Respond to the aquarium’s IT Help Desk requests. Ensure aquarium staff receive prompt, courteous, and appropriate IT assistance and contribute to the knowledge base and track help desk tickets. Perform other duties as required. Regular, reliable, and predictable attendance and physical presence are essential job requirements and are critical to the performance of this work. The aquarium is open 7 days a week, and on-site coverage on weekends is a requirement. This is a 100% ONSITE position. Remote and hybrid are not options for this position.

Requirements

High School Diploma or equivalent combination of education, training, and experience
Knowledge of PC, Apple, and mobile operating systems
Knowledge of Microsoft Office, Office 365, Google Suite, MacOS, iOS, and desktop and cloud-based software applications
Knowledge of troubleshooting techniques for computer hardware, software, and peripheral equipment
Knowledge of technical support principles, processes, and standards.
Knowledge of networked computer systems environments and peripheral device capabilities
Skilled at customer relations
Skilled at translating and communicating technical issues and solutions to non-technical staff
Skilled at knowing when to escalate a ticket or ask for help to avoid service delays
Ability to work under pressure in time-sensitive situations
Ability to deliver excellent customer service and satisfaction
Ability to prioritize tasks based on scope and criticality
Ability to work within and maintain Monterey Bay Aquarium’s Core Values
Typical office equipment
Constant sitting, standing, walking, bending
Occasional unassisted lifting up to 50 lbs
Typical office environment and all aquarium sites
Regular, reliable, and predictable attendance and physical presence are essential job requirements and are critical to the performance of this work.

Nice To Haves

3+ years of experience in a similar role at a midsize organization or larger
Industry certifications such as A+ and Network+, or equivalent combination of education, training, and experience

Responsibilities

Respond to tier 1 requests for service (e.g., password resets, hardware deployments, user access issues, refresh, etc.)
Triage and respond to tier 2 requests for service
Assess, troubleshoot and resolve service requests
Escalate complex issues with complete diagnostics; coordinate handoffs with Network, Systems, and Apps; drive to closure
Connectivity issues
Offer user training and advice
A/V & Zoom support - Support Zoom/Zoom Rooms and digital displays; set up rooms, troubleshoot live issues, and maintain uptime.
Test and evaluate new hardware/software/applications intended for aquarium staff, provide feedback and suggestions based on standalone and integration testing within the aquarium environment; make recommendations based on the diverse needs and locations of our workforce.
Lead installation for all endpoint devices and peripherals including imaging and image maintenance, inclusive of PC/Apple hardware and software, mobile devices (aquarium issued), printers, interactive digital displays, A/V and program applicable technology (Zoom & Zoom Rooms).
Image, configure, and deploy Windows/macOS/iOS devices and peripherals; perform break/fix and warranty swaps.
Asset tracking & lifecycle - Update inventory; tag and reconcile moves/adds/changes; stage and decommission equipment per policy.
Create and maintain documentation libraries referencing best practices, common fixes, knowledge base items, project data, and historical knowledge; and advise fellow IT staff members on these best practices and fixes to better standardize service request resolution.
Write technical and functional documents and reports, maintain appropriate documentation for technology support (ticket system); provide reports, as requested, to aquarium stakeholders on the progress of tasks assigned, and ensure critical items are escalated, as applicable.
Maintain and update knowledge and skills required for success in the position by participating in professional development activities, as needed or assigned.
Assist other IT staff during peak workloads and absences and provide backup assistance for other technical support staff for special projects when assigned.