Technology Support Specialist

The Technology Support Specialist plays a vital frontline role in The Strong's technology team, delivering responsive and dependable support for both information technology (IT) and audiovisual (AV) systems throughout the museum. Serving as the primary contact for the IT help desk, this position installs, configures, maintains, and troubleshoots a range of hardware and software used by museum staff, exhibits, events, and facility rentals.

Combining strong technical skills with a commitment to outstanding customer service, the Technology Support Specialist operates both independently and collaboratively to resolve issues efficiently-whether in person, over the phone, or via remote support. This role supports daily IT operations and assists with AV setup for internal meetings, rentals, public programs, and high-profile events. The Support Specialist follows defined escalation protocols, documents support activities, and contributes to the continuous improvement of the museum's technology environment.

Candidates for this position must have a broad technical foundation, a proactive attitude, and the ability to manage shifting priorities in a dynamic, fast-paced setting. As with all museum staff, the Technology Support Specialist is expected to act professionally, maintain a positive and ethical approach to their work, and contribute meaningfully to the museum's mission and guest experience.

Essential Duties :

The duties below are representative of key responsibilities for this role. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

IT Support and Service Delivery

The Support Specialist responds to service requests via the ticketing system, phone, and in-person contact, acting as the primary help desk resource. Responsibilities include installing, configuring, maintaining, and troubleshooting hardware (workstations, printers, mobile devices), software, peripherals, and operating systems. Support Specialists prepare and deploy equipment for new hires or role changes, deliver one-on-one user training, maintain detailed records of service activities, and escalate unresolved issues to senior staff while keeping users informed. Asset inventory tracking, basic network support, cable installation, and labeling are also required.

Audio-Visual (AV) Services

The Support Specialist delivers exceptional AV service and support across all museum venues. This includes ensuring reliable AV functionality, facilitating AV setup and teardown for internal meetings, public programs, and rental events, and becoming proficient with lighting and sound systems in spaces such as the Theater and Atrium. Responsibilities include managing the PA announcement system, supporting event scheduling, collaborating with external vendors for large-scale technical setups, and supporting equipment repairs or replacements.

Systems & Infrastructure Support

Support Specialists document system configurations, procedures, and maintenance schedules to promote knowledge sharing and continuity. They support the deployment and maintenance of equipment and assist with infrastructure projects-such as exhibit-related tech integrations-in coordination with the technology team.

Team Collaboration and Professional Development

Support Specialists participate in IT and general staff meetings, providing updates, contributing to planning, and enabling cross-departmental coordination. They stay current with museum-specific and general IT / AV technologies, maintain expertise in core systems, and support broader technology initiatives through teamwork.

On-Call Rotation

The Technology Support Specialist participates in the technology team's after-hours on-call rotation and contributes to organizational planning as needed.

Additional Responsibilities

Support Specialists collaborate with team members and staff from other departments to enhance process and service quality. They aid the Technology & AV Services Supervisor in developing training materials, participate in project and process teams, and work evenings, weekends, or overtime as required to support operations, events, and after-hours maintenance.

Knowledge, Skills & Abilities :

The candidate may have any combination of education and experience but should possess the required skills and knowledge for successful performance. Our general minimum requirements are :

• High school diploma or equivalent.
• At least 1 year of technical support experience, preferably in a business or institutional setting.
• Understanding of basic networking concepts, protocols, and best practices.
• Proactive problem-solving, strong follow-up, and organizational skills.
• Proficiency in common Windows and MacOS applications such as Microsoft Office, Adobe Products, and other related software.
• Lift certification or ability to obtain it.
• Strong interpersonal skills, including tact, listening, diplomacy, and teamwork.
• Ability to deliver technical training patiently and effectively.
• Effective time-management and multitasking in deadline-driven environments.
• Professional communication skills, both oral and written, in English.
• Commitment to providing excellent service in alignment with the museum's mission.

Preferred Qualifications