Museum Technology Support Engineer

National Geographic Society•Washington, DC

3d•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 an emphasis on reliable revenue-generating operations and guest service. The Engineer works with internal colleagues and vendors to deliver solutions aligned with business goals, security policies, and industry best practices, including PCI compliance. The role supports a culture of teamwork, operational discipline, and customer focus, and reports to the Senior Manager, Museum Technology Support. Evening and/or weekend shifts are required to support Museum operations and special projects. The team’s technologies include ticketing systems for customer purchases, admittance, and reporting; POS systems for retail and hospitality; computers and software; POS terminals; self-service kiosks; barcode scanners; receipt printers; and payment card readers. Support includes routine and advanced troubleshooting, as well as investigating, resolving, or escalating complex issues involving access, network connectivity, system outages, and integrations with other business systems. The position also participates in technical projects such as system upgrades, hardware deployments, and feature rollouts; collaborates with IT and Museum operational teams on new functionality and services; and performs assigned ITIL roles related to incident, change, and problem management. The role has no direct reports. This is an on-site flex position. Staff must be physically present at Base Camp for the vast majority of their work supporting building and museum operations. Hours are determined with supervisors and may include nontraditional schedules. Candidates must be authorized to work in the United States; visa sponsorship is not available.

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, POS, 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-DSS requirements.
Strong oral and written communication skills and ability to work in a dynamic environment with changing schedules and priorities.
Excellent customer service, troubleshooting, and problem-solving skills.
Legally authorized to work in the United States; the position is not eligible for visa sponsorship.
Ability to work evening and/or weekend shifts to support Museum operations and special projects.

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 with optimization to maximize uptime.
Provide hands-on technical support and resolve issues 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 operational support, particularly during critical 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 support and maintenance.
Participate in technical projects, including system upgrades, hardware deployments, and new feature rollouts.
Collaborate across IT and with Museum operational teams to implement new functionality, systems, and services.
Perform assigned ITIL roles related to incident management, change management, 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, including up to 22 days of annual leave per calendar year (15 days for new hires in their first year, prorated) and 10 days of sick leave.
12 paid holidays and a paid winter break between December 25 and 31; this 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.