The Role Liberty Science Center (LSC) seeks an IT Help desk Technician to join the Technology Group. The Help desk Technician Level 1 provides essential technical support to end-users, ensuring the efficient operation of computer systems, software applications, and hardware devices. This position involves troubleshooting and resolving technical issues, providing excellent customer service, and escalating complex problems to higher-level support teams when necessary. This role will provide primary onsite help desk coverage working in conjunction with Naka Technologies LSC’s IT Management Services Provider (MSP) that provides 24/7 remote help desk services and monitors onsite infrastructure. This position provides day and evening coverage during the week, weekends, and holidays. Staff schedules are planned out in advance based on the operating and events calendars.This position will report to both the Sr. Director of Technology and the Associate Director of IT Operations.What You’ll BringResourceful and able to keep pace with shifting priorities, you will show a willingness to learn new skills on the job, be able to think quickly and problem-solve while striving to provide friendly customer service. A great team member is someone who genuinely cares about people, both personally and professionally, and builds great relationships.What You’ll DoBelow is an overview of the essential functions of this role. Please note this is not an exhaustive list as new responsibilities can be added as business needs demand.

Staff Support:

1. Respond to and resolve technical support requests assigned by your direct supervisor or helpdesk ticket escalated onsite by LSC’s off-site IT services vendor (Naka Technologies)
2. Troubleshoot and resolve hardware and software issues in a timely manner
3. Troubleshoot and resolve network connectivity issues and escalate to LSC’s on-site IT team and the off-site IT services vendor if issues seem to be service-impacting multiple users
4. Assist in staff moves, ensuring desk phone and network connectivity is working in the new location

Problem Diagnosis and Resolution:

1. Identify and analyze technical problems, diagnosing root causes and implementing solutions
2. Document all troubleshooting steps and resolutions in the helpdesk ticketing system
3. Escalate complex issues to the direct supervisor for further instruction on next steps

Event Support:

1. Provide help desk coverage during evenings and weekends events, such as Member’s Night, Community Evenings, LSC After Dark, and other special events
2. Setup, move, and breakdown equipment, temporary network connectivity, and Kiosks based on event requests, usually prior and after each scheduled event
3. Test Tessitura Point of Sale Station in public spaces prior to each event

Customer Service:

1. Provide exceptional customer service, ensuring a positive and professional experience for all LSC staff
2. Communicate technical information in a clear and understandable manner to staff who are non-technical users

User Training and Documentation:

1. Develop and update user documentation and guides for common technical issues
2. Conduct on-boarding training sessions for new hires on software and hardware usage

Hardware and Software Maintenance:

1. Perform routine maintenance tasks, including software updates, patches, and system upgrades
2. Assist in the preparation and testing of new equipment being deployed
3. Inventory management of IT assets and equipment
4. Assist in collecting equipment and organizing pallets for pickup for electronic recycling

Collaboration:

1. Collaborate with and consistent communicate with the IT team, especially LSC’s off-site IT services vendor
2. Participate in team meetings and contribute to continuous improvement initiatives
3. Work with IT’s vendors and service providers to assist in troubleshooting during issues or outages and to test and deploy new services

Desired Knowledge, Skills, and Abilities (KSAs)

1. College degree or equivalent education in Computer Science or related
2. Be able to work with different types of personalities
3. Provide excellent customer service
4. Excellent verbal and written communication skills
5. Resourceful and able to multitask in a high-pressure environment
6. Knowledge of Microsoft and Apple hardware and applications
7. Knowledge of Google Workspace, Teams and Zoom applications
8. Must be able to maintain confidentiality

Classification and ScheduleThis is a part-time, non-exempt role which means this role is eligible for the overtime provision. Work hours will average approximately 24 hours per week though it may vary based on the needs of the business. The ideal candidate must be available to work weekends, evenings, and holidays as business needs or special events may require.

Compensation & BenefitsThe rate for this position is $21.50 per hour. Liberty Science Center also provides perks for all eligible part-time employees, including:

1. Paid vacation time
2. Paid sick time
3. A LSC Membership (for two adults four children)
4. 25% discount in LSC’s gift shop
5. 15% discount in LSC’s café
6. Free onsite parking

​​​​Physical DemandsThe work environment characteristics described here are representative of those that a Position would encounter while performing the essential functions of the job.

While performing the duties of this job, the employee must be able to lift up to 50 pounds, be comfortable with heights (employee will occasionally need to work on a ladder, be able to crawl on hands and knees to run and tape down cables, and be able to stand for long periods.

LSC’s Work Culture at a GlimpseLiberty Science Center’s culture can best be described as a fun, creative, collaborative, and casual working environment. We are building a culture that is inclusive, positive, and professional and can’t wait for you to be part of our team!Our EnvironmentLiberty Science Center is located in a beautiful waterfront state park in Jersey City, New Jersey. Not only is Jersey City easy to get to from any points in Northern NJ and Manhattan, but it also holds the title of the most diverse city in the United States. Employees have access to free parking, the Hudson-Bergen Light Rail, and the NJ Path train. In addition, all employees have access to a terrace with stunning NYC views.TravelThis position requires no travel.___________________Liberty Science Center is an equal opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We, therefore, provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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