AV/IT Support Specialist - One World Observatory
Legends - New York, NY
posted 3 months ago
About the position
The IT Support Specialist at One World Observatory is a pivotal role within the Legends organization, focusing on delivering exceptional customer service and technical support. This position is designed for individuals who possess strong analytical and problem-solving skills, as well as the ability to manage multiple tasks efficiently. The IT Support Specialist will be responsible for ensuring that all IT systems are operational prior to the daily opening of the observatory, providing technical support for Point of Sales (POS) systems, and troubleshooting basic infrastructure issues. This role requires effective communication with both internal and external stakeholders, ensuring that all IT standards are adhered to and that systems documentation is maintained meticulously. In this role, the IT Support Specialist will oversee the maintenance of various software applications related to POS, audio-visual (AV), and computer systems. They will also be responsible for managing the inventory of computer and POS hardware, ensuring that defective equipment is repaired or replaced promptly. The specialist will assist in setting up technology for special events, including video conferencing and general event audio and video needs. A key aspect of this position is to provide timely responses to technical support issues, ensuring that all details and resolutions are documented in Legends' ticketing system. The IT Support Specialist will work closely with outside partners to implement and maintain desktop support, ensuring that the IT infrastructure is aligned with company standards and is available 24/7. The ideal candidate will thrive in a dynamic environment, demonstrating a willingness to take ownership of the IT infrastructure and ensuring a high level of support for end-users. Flexibility is essential, as the role may require working weekends and during events, including late nights. The position reports directly to the Director of IT Operations, making it crucial for the specialist to maintain a thorough understanding of the organization and its technology standards.
Responsibilities
- Ensure pre-opening walk-throughs are completed to ensure all systems are operational prior to daily opening of the operation
- Provide technical support for Point of Sales Ticketing and POS hardware/software
- Provide troubleshooting for basic infrastructure problems, escalating to external providers as necessary
- Oversee software maintenance of various POS, AV, and computer applications
- Ensure replacement of defective POS and related hardware
- Maintain inventory of all computer and POS hardware and network devices, ensuring broken equipment is repaired and replaced
- Troubleshoot A/V exhibit related issues, identifying root cause and implementing solutions
- Assist with the setup for special events, including video conferencing and general event audio and video
- Ensure Legends' IT infrastructure is maintained in line with company standards
- Provide timely responses to technical support issues and ensure all details and resolutions are entered into Legends' ticketing system
- Work with outside partners on implementation, maintenance and support of desktop
- Maintain a thorough knowledge of the organization and adhere to all organizational technology standards
- Maintain a high level of system support to end-users at all times
- Communicate and promote IT standards and ensure they are followed in their facility
- Ensure good systems documentation is maintained
Requirements
- Minimum of 1-3 years of IT focused experience
- 3+ years of application support experience in an environment with more than 200 users
- BS/BA with relevant work experience preferred
- Excellent knowledge and experience of supporting PC and/or POS system hardware
- Good understanding of networking concepts and troubleshooting including TCP/IP, VLAN's, wireless LANs
- Performance driven, with outstanding interpersonal skills and a strong working knowledge of the technical requirements outlined above
- Ability to motivate a team to work together in a most efficient manner
- Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT infrastructure to ensure its 24/7 availability
- Ability to lift and carry items weighing 10-30 pounds, occasionally 50 pounds
- Flexibility to work weekends and to work before, during and after all events (including late nights and weekends)
Nice-to-haves
- Experience in a customer service role
- Knowledge of event technology and setup
- Familiarity with ticketing systems
- Ability to work independently and as part of a team
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Paid vacation
- 401(k) plan
