The Technology Specialist 1 is a key member of MASS MoCA’s technology team, working to support the technology needs of the institution and its staff, as well as supporting the health, maintenance, efficiency, and continual improvement of technology infrastructure. 

Duties and Responsibilities:

• Receive, review and process incoming help requests from MASS MoCA staff. Provide responsive support in person, email, via phone or remote connection. 
• Provide exceptional customer service and route or triage problems appropriately to ensure a quick and appropriate conclusion. 
• Leverage ticketing platform to track help requests and end user hardware. 
• Monitor help requests to ensure customers have proper follow-up and issues are resolved quickly. 
• Escalate problems as necessary to get needed resources to provide successful solutions in a timely manner. 
• Contribute to a culture of high quality and friendly customer service. 
• Perform routine entry-level maintenance on hardware and software. 
• Provide guided technology assistance for MASS MoCA events, such as with AV. 
• Participate in project planning.
• Solve problems collaboratively with other team members. 
• Create, promote and provide technical training, tools, and documentation resources for staff. 
• Perform additional duties as assigned; duties, responsibilities, and activities may change at any time with or without notice.

Requirements and Qualifications:

• Associates Degree or higher, or equivalent years of experience. 
• 1-2 years experience, preferred. 
• Experience working with customers to solve technical computer problems. Some form of phone and helpdesk support. 
• Excellent communication skills. Ability to work in a team and follow direction to the letter. Ability to handle stress and conflict professionally. 
• Ability to work with people to solve technical problems, often in high pressure situations.  
• Strong ability to learn new technologies and tools. Adaptability, flexibility and an attitude towards learning new skills. 
• Demonstrated technical, analytical, organizational, communication, planning and writing skills.  
• Orientation to detail and quality assurance a must.  
• Problem solving skills. Ability to apply critical thinking to situations.   
• Strong attention to detail, highly organized.
• Strong, empathetic verbal and written communication skills.  
• Competent in organizational, time management skills.  
• Demonstrates good judgment, problem solving and decision making skills.
• Certifications: A+ preferred.
• Hands-on expertise with IT tech support preferred.  
• Experience with Google Workspace, Windows, and Mac operating systems. 

Work Conditions:

• Indoor/Outdoor work in uncontrolled temperature environments is required. 
• Must be physically able to perform lifting a variety of heavy and sensitive equipment—including, but not limited to: servers, computers, monitors, printers. 
• Must be able to work in an environment with construction level noises.
• Must be available to work outside the normal schedule, and occasionally on-call.  
• Must be able to wear PPE as required.

Physical Requirements:

• Physically able to do physical work which may include some heavy and sustained lifting (up to 50 lbs.) squatting, bending, stooping, carrying, climbing ladders up to 25 feet, working an 8-hour shift, and other functions. 
• This position requires ability to work a flexible schedule, with availability on weekends and holidays, and for events, programs, and festivals, including those after museum hours or overtime as needed.  
• May need to work at heights to 40 feet; follow industry and reasonable safety standards and practices to ensure safety to self and others  
• Must be able to stand and walk for long periods of time  
• Ability to read and comprehend written directions, instructions, and safety information in order to safely perform job functions.

Compensation and Benefits: 

• This is a temporary and non-exempt position. 
• In accordance with Massachusetts Wage Transparency Act, we are disclosing a good-faith salary range for this position: $22–$25/hour. This reflects our reasonable expectation at the time of posting. Final compensation will be influenced by factors such as experience, education, licensure, and qualifications, and this range is not a guarantee for any individual employee.
• Massachusetts Earned Sick Time 

Application Process: Interested candidates should apply online with a resume and cover letter. The application also includes a few brief questions to help us better understand your experience and interest in the role. Incomplete applications—including those missing the requested documents—may not be fully considered.