IT Support Technician

Responsibilities

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

Requirements

• Strong multi-tasking ability, customer service experience, and a demonstrated ability to solve problems quickly and efficiently while prioritizing incoming tasks.
• 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.
• Associate's degree in a related field, relevant IT certifications (e.g., CompTIA A+, Network+, Security+), or equivalent hands-on experience; 2+ years of IT support experience preferred.
• Exceptionally strong troubleshooting skills.
• Administration and security experience with Microsoft Windows, macOS, Okta, and endpoint management technology such as NinjaOne (MDM) and PowerShell.
• Strong skills in utilizing the tools in Microsoft 365, Google Workspace, Box, and Slack.
• Familiarity with Claude or similar AI tools, and comfort helping staff troubleshoot basic workflow questions as GMRI expands its use of AI.
• Experience with VoIP technologies and Zoom meetings.
• Self-starter with strong interpersonal and organizational skills.
• Strong oral and written communication skills with a 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.
• A willingness to work unpredictable and sometimes long hours, with occasional night and weekend responsibilities.
• Ability to work onsite in Portland, Maine on a daily basis; this role requires in-person presence for hardware deployment, AV support, and building security functions and is not eligible for remote or hybrid work.
• Moderate lifting of computer equipment and furniture (up to 35 pounds).