Technology Specialist 1 (Full-Time, Temporary, Onsite)

MASS MoCA•North Adams, MA

6d•$22 - $25•Onsite

About The Position

The Technology Specialist 1 is a key member of MASS MoCA’s technology team, working to support the technology needs of the institution and its staff, as well as supporting the health, maintenance, efficiency, and continual improvement of technology infrastructure.

Requirements

Associates Degree or higher, or equivalent years of experience.
1-2 years experience, preferred.
Experience working with customers to solve technical computer problems. Some form of phone and helpdesk support.
Excellent communication skills. Ability to work in a team and follow direction to the letter. Ability to handle stress and conflict professionally.
Ability to work with people to solve technical problems, often in high pressure situations.
Strong ability to learn new technologies and tools. Adaptability, flexibility and an attitude towards learning new skills.
Demonstrated technical, analytical, organizational, communication, planning and writing skills.
Orientation to detail and quality assurance a must.
Problem solving skills. Ability to apply critical thinking to situations.
Strong attention to detail, highly organized.
Strong, empathetic verbal and written communication skills.
Competent in organizational, time management skills.
Demonstrates good judgment, problem solving and decision making skills.
Experience with Google Workspace, Windows, and Mac operating systems.

Nice To Haves

Certifications: A+ preferred.
Hands-on expertise with IT tech support preferred.

Responsibilities

Receive, review and process incoming help requests from MASS MoCA staff.
Provide responsive support in person, email, via phone or remote connection.
Provide exceptional customer service and route or triage problems appropriately to ensure a quick and appropriate conclusion.
Leverage ticketing platform to track help requests and end user hardware.
Monitor help requests to ensure customers have proper follow-up and issues are resolved quickly.
Escalate problems as necessary to get needed resources to provide successful solutions in a timely manner.
Contribute to a culture of high quality and friendly customer service.
Perform routine entry-level maintenance on hardware and software.
Provide guided technology assistance for MASS MoCA events, such as with AV.
Participate in project planning.
Solve problems collaboratively with other team members.
Create, promote and provide technical training, tools, and documentation resources for staff.
Perform additional duties as assigned; duties, responsibilities, and activities may change at any time with or without notice.