IT Support Technician

Gulf of Maine Research Institute•Portland, ME

4d•Onsite

About The Position

The IT Support Technician is a highly visible position that works closely with GMRI employees, interns, and external vendors. This position plays a crucial role in ensuring seamless technical support and maintaining the integrity of our IT infrastructure. Responsibilities include diagnosing and resolving hardware and software issues, integrating new software, collaborating with external vendors, and providing training to staff. This position also manages hardware and AV systems critical to our interactive learning environment and supports important business meetings and events. The successful candidate's expertise will be pivotal in ensuring the efficient functioning of our IT systems and compliance with established policies and procedures. This is an onsite position based in Portland, Maine. Remote or hybrid work is not available for this role.

Requirements

Strong multi-tasking ability
Customer service experience
Demonstrated ability to solve problems quickly and efficiently while prioritizing incoming tasks
Excellent oral and written skills
Friendly and pleasant office demeanor
Familiarity with office software
Interest in working in a demanding and changing workplace
Interest in marine education and research
Associate's degree in a related field, relevant IT certifications (e.g., CompTIA A+, Network+, Security+), or equivalent hands-on experience
2+ years of IT support experience preferred
Exceptionally strong troubleshooting skills
Administration and security experience with Microsoft Windows, macOS, Okta, and endpoint management technology such as NinjaOne (MDM) and PowerShell
Strong skills in utilizing the tools in Microsoft 365, Google Workspace, Box, and Slack
Familiarity with Claude or similar AI tools, and comfort helping staff troubleshoot basic workflow questions as GMRI expands its use of AI
Experience with VoIP technologies and Zoom meetings
Self-starter with strong interpersonal and organizational skills
Strong oral and written communication skills with a proven record of attention to detail and meeting deadlines
Experience managing and accomplishing multiple tasks simultaneously
Ability to work both independently and as part of a team
Experience working with confidential information
Interest in working in a demanding, dynamic, and entrepreneurial setting
Sense of humor and ability to remain flexible to changing needs
A willingness to work unpredictable and sometimes long hours, with occasional night and weekend responsibilities
Ability to work onsite in Portland, Maine on a daily basis; this role requires in-person presence for hardware deployment, AV support, and building security functions and is not eligible for remote or hybrid work
Moderate lifting of computer equipment and furniture (up to 35 pounds)

Responsibilities

Serve as the initial contact for technical assistance, offering support through Zoom, email, Slack, and in-person interactions.
Diagnose and resolve hardware and software issues, providing efficient solutions to ensure minimal disruption for end-users.
Roll out and integrate new software across the organization, while creating training plans to empower staff to maximize their use of the software.
Collaborate with external vendors to troubleshoot and enhance experiences in our interactive learning environment.
Identify training needs for staff on current software, develop training programs, and provide training sessions to enhance their proficiency.
Set up and deploy new computers and other hardware devices as needed.
Maintain and support hardware and AV systems in the Cohen Center for Interactive Learning, facilitating virtual science experiences for middle school students.
Train staff on AV systems and provide AV support for important business meetings and events.
Train and orient new staff on our IT systems to ensure a smooth transition.
Assist with offboarding system tasks to secure data and resources upon employee departures.
Maintain door security systems and program locks to ensure the safety of our premises.
Manage endpoint devices, ensuring systems are updated, secure, and accurately tracked.
Provide open office hours to assist staff with their IT-related questions and concerns.
Monitor and enforce IT policies and procedures to ensure adherence and security across the organization.
Serve as a day-to-day point of contact for staff questions on Claude workflows and basic usage, escalating more complex integration or technical work to the Director of IT.