Systems Support Associate

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. Youll 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.

• 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.