Systems Support Associate

Mystic Seaport; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Mystic Seaport Museum is seeking a detail-oriented Systems & CRM Support Associate to provide frontline IT support across the museum and serve as a Tessitura CRM/ticketing specialist. You will work closely with staff across all departments, set up devices, troubleshoot connectivity, maintain documentation, and deliver user trainings for CRM and related systems.

The role requires strong communication, problem solving, and the ability to prioritize requests, with on-site support across campus and

Qualifications

• 2+ years of field IT support experience.
• Strong communication and interpersonal skills.
• Experience troubleshooting hardware and software.
• Familiarity with Microsoft Office.
• Basic networking knowledge.
• Ability to manage time and prioritize.
• Team player with initiative to improve systems.

Responsibilities

• Serve as first point of contact for staff IT requests (hardware, software, printers, POS).
• Provide day-to-day Tessitura CRM/ticketing user support across departments.
• Set up and maintain workstations, laptops, tablets, and devices.
• Troubleshoot connectivity issues across campus areas.
• Provide on-site IT support with strong service mindset.
• Escalate incidents per guidelines and document follow-up.
• Maintain user accounts and access across core systems.
• Create training materials and SOPs for CRM users.
• Participate in system testing and rollout of updates.

Skills

Customer/Staff support

Communication skills

Troubleshooting

Diagnostic tools

Microsoft Office

Networking basics

Time management

Team player

Education

High School Diploma or GED

IT field courses

Tools

Tessitura CRM

Workstations setup

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.