IT Support Specialist
About The Organization
The Seattle Aquarium is a respected authority on Puget Sound, the Salish Sea and the world’s one ocean. Our passionate staff increases awareness and drives the change needed to preserve and protect our marine environment through a variety of channels including: a compelling exhibit experience and engaging daytime and evening events; conservation education programs for people of all ages and backgrounds; community outreach to underserved populations; research that advances understanding of animals in our care and their counterparts in the wild; advocacy and policy work; an award-winning volunteer program; strong and consistent marketing efforts; and more.
We’re noted for our collaborative, communicative and team-oriented working environment. Our values, developed in conjunction with our staff, include commitments to adopting and promoting sustainable practices; creating awe-inspiring experiences; constantly learning and improving; fostering an inclusive community; maintaining scientific credibility through evidence-based practices; and honoring our unique place by using our location and history as a lens for larger understanding.
Proudly accredited by the Association of Zoos and Aquariums, we’re the eighth-largest aquarium in the U.S. by attendance and we welcome over 850,000 people through our front doors each year. Guided by our mission of Inspiring Conservation of Our Marine Environment, we’ve developed a master plan to substantially increase in size and impact by opening a new exhibit building, the Ocean Pavilion. Our current annual budget is $18 million.
The Seattle Aquarium is hiring an IT support specialist to join the small but mighty IT team. The IT support specialist provides support to the staff and volunteers, including installation, maintenance and troubleshooting of hardware/software and other IT projects as assigned by the information technology manager. The position is responsible for the support and maintenance of end-user systems. Additional responsibilities include monitoring and responding to incoming IT requests from employees, diagnosing and resolving technical hardware and software issues, and overall end-user support.
The ideal candidate is a proactive, creative problem-solver who can work independently while holding themselves accountable to the team’s systems and processes. We’re looking for someone who seeks to understand how their customer (our staff) works in order to provide meaningful technology solutions to help staff fulfill our mission.
The IT support specialist works efficiently with users to identify root causes of issues with hardware, software and IT services, and resolve those issues in a timely manner. This will include:
- Troubleshooting and diagnosing issues with network connectivity, desktops/laptops and applications, among others; using patience and professionalism when responding to tickets and helping our employees who have a range of technical capabilities.
- Tracking all issues (both requests and incidents) in our ticketing system; triaging new tickets; escalating issues or configuration requests as appropriate. Includes working with and sometimes directing third-party contractors.
- Building, configuring and deploying user computers, phones and accessories; tracking inventory in our asset management system.
- Fielding requests for access to hardware, software and internal resources (such as printers, file share, and other enterprise services), as well as inquiries regarding the best process for accomplishing business goals within our IT environment, and directing these as appropriate.
- Supporting and managing the overall health of various IT services including, but not limited to, on-site VoIP phone system, Wi-Fi configuration and device connectivity, basic TCP/IP networking, Active Directory, printing, network access, and Point-of-Sale system.
- Creating and/or updating team-internal and user-facing documentation as required.
- Assisting in developing new IT processes and automation to address evolving business requirements; includes taking on longer projects with minimal supervision.
- Making recommendations to correct problems to install, modify or make repairs to computer hardware, software, systems and processes.
- Maintenance of server room and network closet cabling.
- Support major computer system and laptop deployment projects.
- Other duties as assigned.
- One year minimum experience providing technical support to users of Windows and Mac desktop operating systems and Apple mobile devices (including phones and tablets).
- Solution-oriented, outstanding troubleshooting and customer service skills, with strong attention to detail and organizational skills.
- Ability to communicate effectively in person and in writing, and project a professional image.
- Ability to work with a minimum of direction; prioritize and manage own time.
- Proactive in keeping management informed of issues.
- Patient and effective while working with diverse groups of people at all levels of the organization.
- Strong work ethic that includes neatness, punctuality, persistence and a positive attitude.
- Sitting for long periods.
- Manual dexterity required for regular keyboarding and working with small plugs and cords.
- Able to lift 25–50 pounds (workstations, UPSs, monitors, printers, etc.).
- Able to work under desks or on ladders to reach equipment located in awkward locations.
- Able to move back and forth outdoors between two office locations located across a busy street (Alaskan Way).
- Overtime or after-hours work will occasionally be required. Occasional weekend work will be required so schedule flexibility is important.
Pay And Benefits
- $45,000–$55,000/year, D.O.E. Please include pay expectations in your materials.
- Full-time staff are eligible for the Seattle Aquarium’s comprehensive benefits package to include medical, vision, dental, health reimbursement account, medical and dental flexible spending accounts, life insurance, short- and long-term disability, access to a subsidized ORCA pass, a Family Plus membership and generous paid time off.
How To Apply
The Seattle Aquarium is a progressive, equal opportunity employer that values a diverse workforce. All candidates are encouraged to apply by uploading a résumé and one-page letter detailing interest and relevant experience in our online application here.
Please let us know if you require a reasonable accommodation to apply for this job.
Note: Must pass a background check, upon job offer, to be eligible for this position.
How to Apply