IT & Technical Operations Specialist Northeast Maritime Institute Fairhaven, MA Job Details Full-time $46,000 - $50,000 a year 20 hours ago Qualifications Functional testing Problem-solving Customer support Desktop administration Communication skills Help desk Full Job Description Overview The IT & Technical Operations Specialist will support the day-to-day technology needs of Northeast Maritime Institute (NMI), providing hands-on technical assistance to faculty, instructors, staff, and students. The position will also support NMI's use of NEMO and other online education technologies, assist with website and technology systems, troubleshoot technical issues, and work with internal teams, developers, and vendors to identify and resolve problems. The ideal candidate is an experienced, solution-oriented technical support professional with strong communication and customer service skills who understands urgency, works well across departments, and is comfortable supporting users with varying levels of technical experience. In-person work at NMI's Fairhaven, Massachusetts campus is required. Internal IT Provide day-to-day technical support to NMI faculty, instructors, staff, and students. Troubleshoot computers, peripherals, software, printers, connectivity, and other technology-related issues. Assist users with account access, passwords, software, and other technology-related needs. Set up, configure, maintain, and troubleshoot computers and other technology equipment. Assist with the installation, configuration, and maintenance of classroom technology and audiovisual equipment. Assist with technology onboarding and setup for new employees and users. Maintain documentation of common technical issues, solutions, and procedures. NEMO / Online Education Technology Provide technical support to NMI students, instructors, and staff using NEMO, including responding to technical support emails and phone calls. Troubleshoot issues related to online courses, quizzes, exams, camera verification, course progress, and other HALO features. Assist users with basic troubleshooting and navigation of NEMO and related online education technologies. Test new features, updates, and system changes to help identify issues before and after deployment. Communicate technical issues and user feedback to the HALO development team and assist with troubleshooting when necessary. Work with HALO developers and third-party vendors to investigate and resolve technical issues. Assist with maintaining documentation and troubleshooting procedures for recurring HALO-related issues. Web & Systems Assist with the administration and maintenance of NMI's websites and other technology systems. Troubleshoot WordPress, plugins, website functionality, and other website-related issues. Assist with integrations between NMI's websites, applications, and third-party services. Monitor NMI technology systems and identify potential technical issues. Assist with software updates, system changes, and technology deployments. Assist with testing and implementation of new technology, software, and services. Work with external technology providers and vendors to troubleshoot and resolve technical issues. Cross-Functional Support & Service Serve as an approachable, visible technical resource across NMI, proactively engaging with employees and users to identify and resolve technology needs. Move between departments, classrooms, offices, and operational areas as needed to ensure technology is functioning effectively across the organization. Manage and prioritize support requests with an appropriate sense of urgency, follow issues through to resolution, and keep users informed of status and next steps. Use Jira or other support ticketing tools to document, track, prioritize, and communicate technical issues and resolutions. Communicate professionally and clearly in person, by phone, and in writing, including drafting effective support emails and selecting the appropriate tone and communication channel for each situation. Qualifications & Preferred Experience Prior professional experience in IT support, technical operations, help desk, systems support, or a closely related role. This is not intended to be an entry-level position. Hands-on experience providing in-person technical support is strongly preferred. Experience with Jira or another help desk / support ticketing platform is preferred. Strong written, verbal, and interpersonal communication skills, including the ability to write clear professional emails, adjust tone appropriately, and explain technical information to different audiences. Friendly, approachable, and comfortable proactively reaching out to others. Strong customer-service instincts are important. Demonstrated problem-solving ability and a solution-oriented mindset, with sound judgment around prioritization and urgency. Experience in both technical support and customer support is preferred, along with the ability to work independently while collaborating effectively across the organization.

Pay:

$46,000.00 - $50,000.00 per year

Work Location:

In person