Technology Support Specialist (IT/AV)

Liberty Science Center (LSC) is seeking a full-time Technology Support Specialist to join the Technology Services team. This role provides essential hands-on technical support to staff, guests, and event operations, ensuring the reliable and efficient operation of computer systems, software applications, audiovisual systems, and hardware devices across the organization. The position serves as a liaison between onsite users and NAKA Technologies, LSC’s managed services provider (MSP), which delivers 24/7 remote help desk support and continuous monitoring of onsite infrastructure.

About the role

This role will be responsible for diagnosing, troubleshooting, and resolving a wide range of technical issues while delivering a high standard of customer service. When issues exceed Level 2 support, the role requires clear documentation and timely escalation to higher-level support teams to ensure swift resolution. Success in this role requires close alignment with the Technology Team Help Desk Playbook, ensuring all incidents, requests, and changes are handled consistently, efficiently, and in accordance with LSC standards and best practices.

You will report to Bruce Hulse, Associate Director of IT Operations, and Fanny Cruz, Associate Director of AV Operations, and are expected to participate in the cultural life of the organization.

Responsibilities

• Provide up to Level 2 onsite IT and AV support to staff, guests, and event attendees for daily operations, meetings, and special events.
• Respond to, manage, and resolve technical support requests assigned by a supervisor or escalated via workflows between NAKA Technologies MSP and the LSC technology team.
• Proactively identify, analyze, and troubleshoot technical issues; determine root causes; implement effective solutions; and document them via a ticketing system.
• Adhere to the Technology Team Help Desk Playbook and suggest improvements to enhance workflow efficiency and effectiveness.
• Set up, configure, and test staff computers, desk phones, mobile devices, and Tessitura’s ticketing system and point-of-sale (POS) stations.
• Perform computer imaging and test software and hardware before deployments.
• Perform routine maintenance checks on equipment, maintain accurate inventory records, and track end-of-life devices for the electronic recycling disposal program.
• Install, update, and troubleshoot Windows, macOS, iOS, and Android systems; monitor automated patch schedules; identify devices requiring attention; and coordinate with internal team and vendors to optimize MDM-based deployment systems.
• Coordinate with the People Team to schedule new employee orientations and deliver onboarding training on LSC hardware, software, and phone systems.
• Act as a Level 2 support resource by collaborating with vendors to troubleshoot incidents, escalate issues as needed, and support testing and deployment of new services.
• Contribute to technology projects by completing assigned tasks or managing small projects end-to-end, with accurate progress tracking in Monday.com.
• Provide user training on software and hardware, and develop and maintain materials to support adoption and keep staff up to date on key applications.
• Assist with the start-up and shutdown of AV and IT equipment when necessary.
• Support Live Science demonstrations by operating and maintaining audio, visual, and display aids, and lighting components.
• Perform end-to-end testing before meetings and special events to ensure the application & hardware perform reliably under real-world conditions.
• Provide technical support to the Exhibits Department by assisting in troubleshooting and resolving escalated exhibit technology issues.
• Deliver friendly, professional customer service and clear technical communication.

Requirements

• Resourceful, adaptable, and able to thrive in a fast-paced environment with shifting priorities.
• Strong willingness to learn new technologies and develop new skills on the job.
• Solutions-oriented mindset with critical thinking and quick response to technical challenges.
• Professional demeanor and strong business ethics, acting as a steward of LSC culture.
• Collaborative and empathetic team member who values building strong, positive relationships with colleagues, partners, and end users.

Skills

• Excellent communication skills, including the ability to deliver training to users of varying technical ability and explain complex issues clearly.
• Ability to multitask in a high-pressure environment and work both independently and in a team.
• Strong understanding of computer hardware, operating systems (Windows & Mac), networking protocols, and common software applications.
• In-depth knowledge of Google Workspace, Teams, and Zoom applications.
• Exceptional de-escalation skills and ability to maintain confidentiality.
• Ability to follow procedures accurately and maintain detailed documentation.
• Familiarity with network infrastructure, including Ethernet connections and IP protocols.
• Basic understanding of audio and video equipment, including their functions, connections, and compatibility.

Qualifications

• 2+ years of hands-on experience providing Level 1 or Level 2 IT and/or AV support in a fast-paced, customer-facing environment.
• College degree or equivalent education in Computer Science or a related field.
• Working knowledge of Windows and macOS operating systems, common productivity software, and mobile devices.
• Experience supporting audiovisual systems, including displays, projectors, microphones, conferencing platforms, and basic control systems.
• Experience with IT service management practices, ticketing systems, and incident escalation workflows.
• Experience working with a managed services provider (MSP) or within a hybrid onsite/remote support model.
• Strong troubleshooting, documentation, and communication skills with a customer-service mindset.
• Ability to support events and operations outside of standard business hours as needed.
• Relevant technical certifications are a plus (e.g., CompTIA A+, Network+, AVIXA CTS, AVIXA CTS-I).

Schedule

This is a full-time, non-exempt role. The ideal candidate must be available to work weekends, evenings, holidays, and early mornings as business needs or special events may require. Given that LSC is a seven-day-a-week operation, all employees must be able to work a flexible schedule as business requires. Schedules will be provided at least three weeks in advance when possible.

Physical & Environmental Considerations

• Ability to lift up to 50 pounds.
• Comfort with heights, including working on ladders and scaffolding.
• Ability to crawl on hands and knees to run and tape down cables.
• Ability to stand for long periods of time.
• Comfort sitting for prolonged periods at a computer, including staring at a screen.
• Capacity to work in low-lighting and strobe-lighting environments during special events.

Benefits

• Excellent health, dental, and vision insurance options.
• Flexible spending accounts for healthcare and dependent care.
• Life and disability coverage.
• Two retirement savings plans.
• 15 days of paid vacation, 9 paid holidays, and 6 days of paid flex time.
• Paid sick time.
• Pet insurance.
• Employee Assistance Program.
• Commuter benefits for parking and transit.
• LSC Family Membership.
• 25% LSC store discount.
• 15% on-site café discount.

Pay

Compensation for this position is expected to be $50,000 annually.

Work Location

Liberty Science Center is located in a beautiful state park in Jersey City, New Jersey, with easy access to free parking, the Hudson-Bergen Light Rail, and the NJ Path train. LSC is a pleasant 15-minute commute from lower Manhattan.

About Liberty Science Center

LSC prides itself on fostering a culture that enables all employees to experience a sense of pleasure, passion, and purpose while in the workplace. We believe in embracing and driving change, inspiring fun and learning, and creating a positive and family-friendly team spirit. Our differences as individuals (race, gender, age, cultural heritage, physical ability, education, and lifestyle) are an asset and contribute to our ability to drive innovation. At the heart of our work culture is the commitment to delivering a “wow factor” through exceptional customer service to not only our guests but also one another.