Museum of Science and Industry

Programs IT Support Specialist

Department: Information Technology Operations
Status: Full Time

Responsibilities

The Programs IT Support Specialist will provide consistent, predictable, customer-focused IT support to MSI’s Center for the Advancement of Science Education (CASE) and other MSI programs.

Responsibilities include planning, installing, configuring, maintaining, supporting and optimizing IT hardware, software and communications. Coordinate internal and external resources to ensure optimum performance of CASE related technology including but not limited to MSI digital media department, facilities, exhibit maintenance, IT, as well as CASE external program partners. This position will require excellent communication, analytical and problem-solving skills to identify and resolve issues. Areas of responsibility include, but are not limited to: learning technologies and equipment for interactive video conferencing, digital design and fabrication, wireless network access in public spaces, classroom and lab space technology, management and visualization of scientific data sets, and tablet, laptop and other computing devices for large groups of participants.

Responsibilities include, but are not limited to the following:

• Primary IT liaison dedicated to the support of all technology used to facilitate CASE programing.
• Perform analysis and diagnosis of complex hardware and software problems for a variety of systems and programs, and recommend and implement solutions appropriate for short-term and long-term needs of all stakeholders.
• Perform systems maintenance, including installing and upgrading software, installing hardware, maintaining backups, programming data sets and configuring systems and applications.
• Gauge the effectiveness and efficiency of existing systems; research, develop and implement strategies for improving or further leveraging these systems.
• Design, implement and perform system backup procedures, and other recovery processes in accordance with disaster recovery and business continuity strategies.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Collaborate with network staff to ensure smooth and reliable operation of software and systems.
• Work with executive team members, decision makers, and stakeholders from CASE and other Museum divisions to define requirements and systems goal and to identify and resolve systems issues.
• Conduct ongoing research on various software and hardware products to establish and maintain industry-leading practices. Propose and justify recommendations and support purchasing efforts.
• Monitor and test system performance; prepare and deliver system performance statistics and reports as required to ensure optimal performance.
• Interact and negotiate with vendors, outsourcers and contractors to secure system-related products and services.
• Provide orientation and training to end-users for modified and new systems.
• Provide training and second level technical support to the Help Desk support technicians.
• Additional related duties as assigned.

Qualifications

• Bachelor’s degree in computer science or equivalent.
• Three to five years of related experience and/or training, or equivalent combination of education and experience.
• Working technical knowledge of current software protocols and Internet standards.
• Experience with Linux operating systems highly preferred.
• Working knowledge of PC operating systems including Windows and Macintosh.
• Excellent software troubleshooting experience.
• Knowledge of show and lighting control systems highly desired but not mandatory.
• Working knowledge of video conferencing and video learning systems.
• Excellent project management and organizational skills.
• Proven record of implementing successful hardware and software projects.
• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct research into systems issues and products as required.
• Ability to communicate ideas in both technical and user-friendly language.
• Proven analytical and creative problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

How to Apply

The Museum of Science and Industry is an AA/EOE/ADA employer.