IT Support Technician

Job Type

Full-time

Description

Title: IT Support Technician

Supervisor: IT & Facilities Director

Pay Grade: 6 Pay Grade Range: $53,800 – $86,000

Starting Salary Range: $60,000 – $69,900

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. The responsibilities will include diagnosing and resolving hardware and software issues, integrating new software, collaborating with external vendors, and providing training to staff. In addition, this position will be responsible for managing hardware and AV systems critical to our interactive learning environment and supporting 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.

Responsibilities/Tasks:

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

1. First Point of Contact: Serve as the initial contact for technical assistance, offering support through Zoom, email, Slack, and in-person interactions.
2. Technical Issue Resolution: Diagnose and resolve hardware and software issues, providing efficient solutions to ensure minimal disruption for end-users.
3. 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.
4. Vendor Collaboration: Collaborate with external vendors to troubleshoot and enhance experiences in our interactive learning environment.
5. Training and Development: Identify training needs for staff on current software, develop training programs, and provide training sessions to enhance their proficiency.
6. Hardware Deployment: Set up and deploy new computers and other hardware devices as needed.
7. AV Support: Maintain and support hardware and AV systems in the Cohen Center for Interactive Learning, facilitating virtual science experiences for middle school students.
8. A/V Training: Train staff on AV systems and provide AV support for important business meetings and events.
9. New Staff Orientation: Train and orient new staff on our IT systems to ensure a smooth transition.
10. Offboarding Assistance: Assist with offboarding system tasks to secure data and resources upon employee departures.
11. Security Management: Maintain door security systems and program locks to ensure the safety of our premises.
12. Endpoint Management: Manage endpoint devices ensuring systems are updated, secure and accurately tracked.
13. Open Office Hours: Provide open office hours to assist staff with their IT-related questions and concerns.
14. Policy Compliance: Monitor and enforce IT policies and procedures to ensure adherence and security across the organization.

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.

Specific requirements include:

• Bachelor’s degree in a related area and/or 5+ years of IT support experience.
• Exceptionally strong troubleshooting skills.
• Administration and security experience with Microsoft Windows, MacOS, Okta, and endpoint management technology such as Intune, Group Policy, and PowerShell.
• Strong skills in utilizing the tools in Microsoft Office 365, Google G Suite, Box, and Slack
• Experience VoIP technologies and Zoom meeting.
• Self-starter with strong interpersonal and organizational skills.
• Strong oral and written communication skills with 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.
• Moderate lifting of computer equipment and furniture (up to 35 pounds).

Diversity and Inclusion:

Gulf of Maine Research Institute 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, or veteran status. GMRI’s employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

Applicants and employees are encouraged to voluntarily self-identify their race/ethnicity, gender, disability status and veteran status to assist GMRI in fulfilling various data 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 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.

Salary: $60,000 to $69,900

Application Instructions:

All applications must be submitted using our recruiting portal and must be accompanied by a cover letter and résumé. Applications will be accepted until 11/12/23. Review of applications will begin immediately and will continue until the successful candidate has been selected.

Salary Description

$60,000 to $69,900