Museum Technology Support Engineer

National Geographic•Washington, DC

5d•$80,750 - $85,000•Onsite

About The Position

The Museum Technology Support Engineer is a hands-on technical role focused on customer experience, operational uptime, and technical excellence. The position configures, secures, deploys, administers, and supports hardware and software for the Museum’s ticketing, retail point-of-sale (POS), and related systems. It contributes to processes for delivering high-quality technical support, with particular emphasis on reliable revenue-generating operations and exceptional guest service. The Engineer collaborates with internal colleagues and vendors to support solutions aligned with Museum business goals, security policies, and industry best practices, including PCI compliance. The role supports a stable and reliable operating environment through technical expertise, teamwork, operational discipline, and continuous improvement. It reports to the Senior Manager, Museum Technology Support and requires evening and/or weekend shifts to support Museum operations and special projects. The team supports ticketing systems for customer purchases, admittance, and reporting; POS systems for retail and hospitality operations; and associated computers, software, terminals, self-service kiosks, barcode scanners, receipt printers, and payment card readers. Support includes routine and advanced troubleshooting, as well as investigation, resolution, or escalation of complex issues involving access, network connectivity, outages, and integrations with other business systems. The position is designated On-Site Flex. Staff in this designation must be physically present at Base Camp for the vast majority of their work supporting building and Museum operations. Hours are determined in consultation with supervisors and respond to operational needs, often including nontraditional hours.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline; certifications and equivalent experience in related areas will be considered.
At least three years of hands-on experience supporting enterprise-level ticketing, point-of-sale, hospitality, or similar systems.
Experience supporting revenue-generating IT systems and related hardware, including Mac, Windows, and Android computers, network connectivity, POS terminals, self-service kiosks, payment card readers, barcode scanners, and receipt printers.
Experience with enterprise-level ticketing and POS software platforms or similar systems, including a basic understanding of API technologies for integrations with other critical business systems.
Knowledge of best practices for deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
Experience working within operational service levels for enterprise systems and using service level objectives and KPIs.
Strong understanding of PCI Data Security Standard (PCI-DSS) requirements.
Solid oral and written communication skills and the ability to work in a dynamic environment with changing schedules and priorities.
Excellent customer service, troubleshooting, and problem-solving skills.
Must be legally authorized to work in the United States; the position is not eligible for visa sponsorship.

Nice To Haves

Experience in a museum, cultural institution, hospitality, or retail environment.
ITIL certification and/or experience with IT Service Management.

Responsibilities

Proactively monitor the operational integrity of ticketing and POS systems and assist in optimizing them for maximum uptime.
Provide hands-on technical support and resolve problems with ticketing, POS, and integrated business systems.
Respond to incidents involving network connectivity failures, enterprise system outages, and disruptions to critical business system integrations.
Provide dedicated, hands-on support to maintain operational continuity, particularly during high-impact periods and major organizational events.
Ensure supported processes, hardware, and systems adhere to internal information security policies, including PCI-DSS.
Develop, document, and maintain Standard Operating Procedures for consistent support and maintenance.
Participate in technical projects, including system upgrades, hardware deployments, and new feature rollouts.
Collaborate with IT and Museum operational teams to implement new functionality, systems, and services.
Perform assigned ITIL roles related to incident, change, and problem management.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance.
Wellness program.
401(k) retirement savings plan with matching contributions after six months of employment.
Flexible paid time off, with up to 22 days of paid annual leave per calendar year; new hires receive 15 days in their first year, prorated based on remaining pay periods.
10 days of sick leave.
12 paid holidays and a paid winter break between December 25 and 31, which may not apply to roles required to work during high-volume seasons or to essential workers.
Paid parental leave.
Adoption and surrogacy expense reimbursement.
Fertility benefits.
Learning and development opportunities.
Lifestyle Spending Account.
Pet adoption assistance and pet insurance.
Pre-tax transportation benefits with an employer subsidy.
Employer-paid life insurance and disability benefit.
National Geographic discounts and perks.