IT Support Lead

Space Needle•Seattle, WA

11h•$29 - $35

About The Position

The IT Support Lead is a hands-on operational coordinator in a lean IT team supporting a seven-day-a-week, guest-critical hospitality operation. The role leads day-to-day IT support and infrastructure execution by prioritizing, dispatching, and coordinating work across help desk support, networking and infrastructure, and special initiatives. It is not a people-manager position. The lead provides hands-on troubleshooting, helps maintain support workflows and documentation, and coordinates with senior technical staff, vendors, and other teams. The position calls for self-motivation, sound judgment, strong customer service, independent work, and timely escalation when issues exceed the role’s knowledge or authority. This is a full-time, hourly position paying $29.00–$34.90 per hour, depending on experience.

Requirements

At least 3 years of experience in IT support, help desk, or technical operations.
Working knowledge of enterprise IT environments, including hardware, software, and basic networking.
Experience supporting users in fast-paced, customer-facing environments.
Strong troubleshooting, prioritization, and communication skills.
Ability to work independently and make sound judgment calls.
Willingness to support off-hours and weekend operations as needed.

Nice To Haves

Experience coordinating IT work across multiple locations or venues.
Awareness of network infrastructure, access control systems, or cybersecurity concepts.
Experience working closely with Network Administrators or infrastructure teams.
Experience in hospitality, attractions, or live-event environments.

Responsibilities

Own and maintain the IT ticket queue, serving as the primary dispatcher and coordinator for tickets, requests, and operational needs.
Triage incoming issues and route work by resolving, assigning, escalating, or scheduling it as appropriate.
Seek guidance from senior team members when an issue or proposed solution is not fully understood.
Maintain awareness of active IT work to reduce reactive firefighting.
Own the internal support wiki, create and capture documentation, and keep existing content up to date.
Troubleshoot and resolve IT support requests when needed, including when other team members are unavailable or additional support is required.
Ensure timely responses and follow-through for requests.
Approve and process IT-related invoices.
Improve consistency and clarity in IT support workflows.
Assist with deployments and rollouts led by the Network Administrator or Product Team.
Support hardware installation, device imaging, basic network troubleshooting, and system setup.
Keep server rooms and shared IT spaces organized and fire-code compliant; identify hazards, coordinate corrective action, and follow through until resolved.
Help maintain inventory of IT assets and AV equipment.
Collaborate with outside IT and AV vendors for event support.
Participate in infrastructure projects as assigned, including server installs and switch cutovers.
Assist with coverage during planned power outages.

Benefits

Medical, dental, and vision coverage.
Life and long-term disability insurance.
401(k) plan with a company match of 50% of the first 6% contributed, equivalent to 3% of wages.
Deferred compensation into a 401(k) account at company shareholder discretion; eligible to participate after one year of service, with an annual plan entry date of October 1.
10 paid personal days per year.
14 days of paid time off per year, based on working 2,080 hours per year.
Tuition reimbursement of 50%, up to $2,500 per year.
New-child family leave of up to 4 weeks while on approved FMLA and enrolled in the company-sponsored medical plan.
35% discount on many Space Needle retail, food, and beverage purchases.
Charitable contributions and matching gifts up to $200 per year.
Paid parking or up to $250 per month toward an ORCA card.