IT Support Technician

Description

Title: IT Support Technician

Supervisor: Director of IT and Facilities

Starting Salary Range: $60,000- $68,000

Overview

The Gulf of Maine Research Institute (GMRI) develops and delivers collaborative solutions to global ocean challenges. We are dedicated to the resilience of the Gulf of Maine ecosystem and the communities that depend on it. To learn more, visit gmri.org.

The IT Support Technician is a highly visible position that works closely with GMRI employees, interns, and external vendors. This position plays a crucial role in ensuring seamless technical support and maintaining the integrity of our IT infrastructure. Responsibilities include diagnosing and resolving hardware and software issues, integrating new software, collaborating with external vendors, and providing training to staff. This position also manages hardware and AV systems critical to our interactive learning environment and supports important business meetings and events.

The successful candidate's expertise will be pivotal in ensuring the efficient functioning of our IT systems and compliance with established policies and procedures.

This is an onsite position based in Portland, Maine. Remote or hybrid work is not available for this role.

Responsibilities And Key Functions

• First Point of Contact:
  Serve as the initial contact for technical assistance, offering support through Zoom, email, Slack, and in-person interactions.
• Technical Issue Resolution:
  Diagnose and resolve hardware and software issues, providing efficient solutions to ensure minimal disruption for end-users.
• Software Integration:
  Roll out and integrate new software across the organization, while creating training plans to empower staff to maximize their use of the software.
• Vendor
  
  Collaboration:
  
  Collaborate with external vendors to troubleshoot and enhance experiences in our interactive learning environment.
• Training and Development:
  Identify training needs for staff on current software, develop training programs, and provide training sessions to enhance their proficiency.
• Hardware Deployment:
  Set up and deploy new computers and other hardware devices as needed.
• AV Support:
  Maintain and support hardware and AV systems in the Cohen Center for Interactive Learning, facilitating virtual science experiences for middle school students.
• A/V Training:
  Train staff on AV systems and provide AV support for important business meetings and events.
• New Staff Orientation:
  Train and orient new staff on our IT systems to ensure a smooth transition.
• Offboarding Assistance:
  Assist with offboarding system tasks to secure data and resources upon employee departures.
• Security Management:
  Maintain door security systems and program locks to ensure the safety of our premises.
• Endpoint Management:
  Manage endpoint devices, ensuring systems are updated, secure, and accurately tracked.
• Open Office
  
  Hours:
  
  Provide open office hours to assist staff with their IT-related questions and concerns.
• Policy Compliance:
  Monitor and enforce IT policies and procedures to ensure adherence and security across the organization.
• Claude Adoption Support:
  Serve as a day-to-day point of contact for staff questions on Claude workflows and basic usage, escalating more complex integration or technical work to the Director of IT.

Requirements

Required Qualifications

• Associate's degree in a related field, relevant IT certifications (e.g., CompTIA A+, Network+, Security+), or equivalent hands-on experience; 2+ years of IT support experience preferred.
• Exceptionally strong troubleshooting skills.
• Administration and security experience with Microsoft Windows, macOS, Okta, and endpoint management technology such as Ninja One (MDM) and Power Shell.
• Strong skills in utilizing the tools in Microsoft 365, Google Workspace, Box, and Slack.
• Familiarity with Claude or similar AI tools, and comfort helping staff troubleshoot basic workflow questions as GMRI expands its use of AI.
• Experience with VoIP technologies and Zoom meetings.
• Self-starter with strong interpersonal and organizational skills.
• Strong oral and written communication skills with a proven record of attention to detail and meeting deadlines.
• Experience managing and accomplishing multiple tasks simultaneously.
• Ability to work both independently and as part of a team.
• Experience working with confidential information.
• Interest in working in a demanding, dynamic, and entrepreneurial setting.
• Sense of humor and ability to remain flexible to changing needs.
• A willingness to work unpredictable and sometimes long hours, with occasional night and weekend responsibilities.
• Ability to work onsite in Portland, Maine on a daily basis; this role requires in-person presence for hardware deployment, AV support, and building security functions and is not eligible for remote or hybrid work.
• Moderate lifting of computer equipment and furniture (up to 35 pounds).

Diversity And Inclusion

The Gulf of Maine Research Institute (GMRI) has a long-standing policy and commitment to providing equal access and equal employment…