Technology Specialist

Job Summary

The Technology Specialist reports to the Manager of Technology and 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, and continual improvement of technology infrastructure. Must be able to work on Saturdays. 

Duties and Responsibilities

• Receive, review and prioritize help requests from MASS MoCA staff. Provide immediate 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. 
• Utilize and implement software 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. 
• Provide weekend problem monitoring on a schedule with other team members. 
• Create a culture of high quality and friendly customer service. 
• Perform routine maintenance on hardware and software of mission critical servers. 
• Maintain health and connectivity of campus network and Wi-Fi system; troubleshoot issues when they occur 
• Upgrade staff computers on the appropriate schedule to provide reliable and efficient workstations. 
• Perform data transfer and follow-up support for the new systems. 
• Provide technology support for MASS MoCA events. 
• Participate in projects with other departments to improve campus technology. 
• Solve problems collaboratively with other departments. 
• 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.

Required

• Associates Degree or higher, or equivalent years of experience. 
• 2-4 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. 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. 
• Good technical, analytical, organizational, communication, planning and writing skills.  
• Orientation to detail and quality assurance.  
• Problem solving skills. Ability to apply critical thinking to situations.   
• Strong attention to detail  
• Strong verbal and written communication skills  
• Competent in organizational, time management skills  
• Demonstrates good judgment, problem solving and decision making skills

Preferred

• Certifications: A+ 
• Hands-on expertise with IT enterprise systems and application administration 
• Experience with Google Workspace, Windows, and Mac operating systems. Cloud-based networking experience with Cisco Meraki or similar preferred.

Work Conditions

• Indoor/Outdoor work in uncontrolled temperature environments is required 
• Must be physically able to perform lifting a variety of heavy and sensitive equipment—including, but not limited to: servers, computers, monitors, printers. 
• Must be able to work in an environment with construction level noises  
• Must be available to work weekends, and on-call  
• Must be able to wear PPE as required.

Physical Requirements

• Physically able to do physical work which may include some heavy and sustained lifting (up to 50 lbs.) squatting, bending, stooping, carrying, climbing ladders up to 25 feet, working an 8-hour shift, and other functions. 
• This position requires ability to work a flexible schedule, with availability on weekends and holidays, and for events, programs, and festivals, including those after museum hours or overtime as needed.  
• May need to work at heights to 40 feet; follow industry and reasonable safety standards and practices to ensure safety to self and others  
• Must be able to stand and walk for long periods of time  
• Ability to read and comprehend written directions, instructions, and safety information in order to safely perform job functions.

MASS MoCA strongly encourages employees to be up to date with their COVID-19 vaccinations.

As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110.

Non-exempt. Minimum starting rate of $22.00/per hour.