IT Support Technician

Gulf of Maine Research Institute; Portland (ME); On-site; USD 60,000 - 68,000; Full time

Job summary

Gulf of Maine Research Institute (GMRI) in Portland, Maine, seeks an IT Support Technician to diagnose and resolve hardware and software issues, deploy new systems, and support AV for a dynamic education environment. The role requires in-person work, with responsibilities spanning security, onboarding, and staff training.

The candidate should thrive in a demanding, collaborative setting and enjoy helping staff adapt to evolving IT tools.

Qualifications

• Associate degree or IT certifications; 2 years IT support preferred.
• Strong troubleshooting and problem-solving abilities.
• Experience administering Windows, macOS, Okta, and endpoint tools such as NinjaOne.
• Proficiency with Microsoft 365, Google Workspace, Box and Slack.
• Familiarity with Claude or similar AI tools; able to assist staff with basic workflows.

Responsibilities

• Serve as first point of contact for technical assistance via Zoom, email, Slack, and in-person.
• Diagnose and resolve hardware/software issues; deploy and train on new software.
• Collaborate with vendors; manage hardware and AV systems for the learning environment.
• Provide staff training, open office hours, and staff onboarding on IT systems.
• Maintain security and endpoint management; enforce IT policies and procedures.
• Support building security tasks, offboarding tasks, and日Claude workflow adoption.

Skills

Multi-tasking

Customer service

Problem solving

Communication skills

Office software

Interpersonal skills

Organizational skills

Attention to detail

Teamwork

Confidential info handling

Education

Associate degree/IT certs

Tools

NinjaOne

PowerShell

Microsoft 365

Google Workspace

Box

Slack

Okta

Zoom

VoIP

Job description

Description

Title: IT Support Technician

Supervisor: Director of IT and Facilities

Starting Salary Range: $60,000- $68,000

Overview:

The Gulf of Maine Research Institute (GMRI) develops and delivers collaborative solutions to global ocean challenges. We are dedicated to the resilience of the Gulf of Maine ecosystem and the communities that depend on it. To learn more, visit gmri.org.

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.

Responsibilities and Key Functions:

The IT Support Technician will assume the following tasks and responsibilities under the supervision of the Director of IT & Facilities.

• First Point of Contact: Serve as the initial contact for technical assistance, offering support through Zoom, email, Slack, and in-person interactions.
• Technical Issue Resolution: Diagnose and resolve hardware and software issues, providing efficient solutions to ensure minimal disruption for end-users.
• Software Integration: Roll out and integrate new software across the organization, while creating training plans to empower staff to maximize their use of the software.
• Vendor Collaboration: Collaborate with external vendors to troubleshoot and enhance experiences in our interactive learning environment.
• Training and Development: Identify training needs for staff on current software, develop training programs, and provide training sessions to enhance their proficiency.
• Hardware Deployment: Set up and deploy new computers and other hardware devices as needed.
• AV Support: Maintain and support hardware and AV systems in the Cohen Center for Interactive Learning, facilitating virtual science experiences for middle school students.
• A/V Training: Train staff on AV systems and provide AV support for important business meetings and events.
• New Staff Orientation: Train and orient new staff on our IT systems to ensure a smooth transition.
• Offboarding Assistance: Assist with offboarding system tasks to secure data and resources upon employee departures.
• Security Management: Maintain door security systems and program locks to ensure the safety of our premises.
• Endpoint Management: Manage endpoint devices, ensuring systems are updated, secure, and accurately tracked.
• Open Office Hours: Provide open office hours to assist staff with their IT-related questions and concerns.
• Policy Compliance: Monitor and enforce IT policies and procedures to ensure adherence and security across the organization.
• Claude Adoption Support: 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.

Requirements

Required Qualifications:

GMRI will seek candidates with strong multi‑tasking ability, customer service experience, and a demonstrated ability to solve problems quickly and efficiently while prioritizing incoming tasks. The successful candidate will have excellent oral and written skills, a friendly and pleasant office demeanor, familiarity with office software, interest in working in a demanding and changing workplace, and an 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).

Diversity and Inclusion:

The Gulf of Maine Research Institute (GMRI) has a long‑standing policy and commitment to providing equal access and equal employment opportunities in all terms, conditions, processes, and benefits of employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, family status, veteran status, or any other classification protected by law. GMRI’s employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, family status, veteran status, or any other classification protected by law.

Applicants and employees are encouraged to voluntarily provide certain status data to assist GMRI in fulfilling various reporting requirements of the federal government. This self‑identification is completely voluntary, will be kept confidential and separate from your application data, and used only to meet certain state or federal reporting requirements. Providing or declining to provide this information will not result in adverse action of any kind.

Salary and Benefits:

Gulf of Maine Research Institute offers a competitive salary and benefits package.