Systems Support Associate

Mystic Seaport Museum; Mystic (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Mystic Seaport Museum in Mystic, CT is seeking a detail-oriented Systems & CRM Support Associate to provide frontline technical support across the museum and act as a secondary point of contact for our Tessitura CRM/ticketing system. You will work with staff across departments on hardware, software, network issues, and training, prioritizing incidents and maintaining documentation.

Responsibilities include setting up and maintaining devices, troubleshooting connectivity, and providing

Qualifications

• 2+ years of field support experience required.
• Proficiency with common office productivity tools (Microsoft Office).
• Basic networking knowledge preferred.
• Strong communication and problem-solving abilities.
• Ability to train users and document procedures.

Responsibilities

• Serve as first point of contact for staff technical support requests (hardware, software, network, printers, POS terminals, and peripherals).
• Provide day-to-day user support for Tessitura across ticketing, membership, development, marketing etc.
• Set up, configure, and maintain workstations, laptops, tablets, and museum-wide devices.
• Troubleshoot connectivity issues across office, gallery, retail, and admissions areas.
• Provide on-site support to all departments; ensure high level of service to users.
• Investigate and resolve issues related to hardware and software installation, repairs, upgrades and maintenance.
• Provide users with training and follow-up documentation.
• Maintain user accounts, permissions, and access across core systems.
• Communicate technical information to both technical and non-technical staff.
• Participate in testing for system updates, patches, and new module roll-outs.

Skills

Communication

Interpersonal skills

Analytical thinking

Problem solving

Time management

Organizational skills

Team player

Willingness to learn

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Description

Mystic Seaport Museum is seeking a detail-oriented and service-minded Systems & CRM Support Associate to provide front-line technical support across the museum and serve as a secondary point of contact and a delegation point for our Tessitura CRM/ticketing system. You'll work closely with staff across all departments across the museum with a variety of technical issues.

Essential Functions:

• Serve as first point of contact for staff technical support requests (hardware, software, network, printers, POS terminals, and peripherals).
• Provide day-to-day user support for Tessitura across ticketing, membership, development, marketing etc.
• Set up, configure, and maintain workstations, laptops, tablets, and museum-wide devices.
• Troubleshoot connectivity issues across office, gallery, retail, and admissions areas.
• Provides on-site support to all departments; ensures high level of service to users.
• Investigates and resolves issues related to hardware and software installation, repairs, upgrades and maintenance.
• Provides users with the appropriate level of in-person training (where user is responsible) in matters of maintenance of systems/equipment. Follows-up with written instructional materials to user.
• Ensures that incidents requiring further follow-up be referred to the Director of Information Technology. Prioritizes and escalates support incidents and requests based on potential business impact and documented guidelines.
• Maintain user accounts, permissions, and access across core systems
• Communicates technical information to both technical and non-technical staff.
• Provides input related to software and hardware (desktop and infrastructure) projects, as requested. Makes recommendations for systems and/or application improvements.
• Maintain basic documentation of IT assets, configurations, and support procedures
• Support point-of-sale (admissions, retail, etc.) operations tied to Tessitura, including troubleshooting during open hours.
• Document standard operating procedures and help maintain internal training materials for CRM users.
• Participate in testing for system updates, patches, and new module roll-outs.

Requirements

• High School Diploma or G.E.D. (Education or classes in Information Technology field required).
• 2 + years of field support experience
• Familiarity with common office and productivity tools eg. Microsoft office.
• Basic networking knowledge preferred.
• Skill in troubleshooting and using diagnostic tools
• Strong communication and interpersonal skills with knowledge of and demonstrated ability in most effective methods of issue resolution and escalation practices.
• Strong analytical and problem-solving abilities.
• Excellent time management and organizational skills; highly responsible and able to work over-time on short-notice, as necessary
• Team player, self-motivated to learn and continue to recommend ways for improvement in systems and/or processes

Physical Requirements and Environmental Conditions:

Must have the ability to lift 50 lbs. minimum and be able to traverse the grounds of an 18-acre campus in all weather conditions and seasons, as required, to execute the duties of the position.