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Mass Convention CenterAuthority
Job Title: IT Support Services Technician
Department: IT
Reports To: Senior IT Support Services Manager
FLSA Status: Non-exempt
GRADE: C
SUMMARY: As part of our IT Technical Support team, the IT Support Services Technician will provide computer support and assist with cyber security service to our 400+ employees and vendor partners while also participating as part of an event coverage team that provides telecom and quality technical expertise with troubleshooting skills necessary to keep our events and internal meetings running smoothly.
Essential Duties & Responsibilities: The Authority’s IT Support Services Manager may designate various other activities. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable.
Employee and Vendor Partner Support
Event and Internal Meeting Support
Provide technical support services to Event Client Managers, Coordinators, Convention Floor Exhibitors and Internal Meeting Organizers at the direction of MCCA Exhibitor Services staff and/or the MCCA Event Manager assigned to the event or internal meeting you are working on for all telecom deployment setups.
Monitor 2-way radio communication as the primary communication device between MCCA event coverage staff. Radio contact with Electricians, Network Engineers, Tech Reps, Service Desk, etc. is always mandatory during the assigned event or internal meeting posted hours.
Use available database tools to research and create a comprehensive package of event reference notes to be used in quickly identifying events and internal meeting coverage situations for all telecom orders. Examples include but are not limited to identifying internal meeting locations and equipment needs, convention hall /event floor plan layouts and exhibitor technology requirements.
Participate in supporting telephone services for Event clients in Exhibit halls and meeting rooms as identified through event notes and/or requests from MCCA Event Managers.
Assist Event Clients and Exhibitors with limited private device configuration when requested by Exhibitor Services and/or MCCA Event Managers to get user devices working correctly with our supplied network / Internet services.
Assist any MCCA event support staff member when requested by radio call.
Interact with event clients, exhibitors and attendees in a courteous and professional manner for all telecom setups, demonstrating a willingness to assist with whatever is needed to provide the users with a positive client experience.
Provide IT Support coverage for internal and virtual meetings with Microsoft Conference Rooms Teams devices.
SUPERVISION RECEIVED: Supervision is provided by the IT Support Services Manager and IT Support Services staff and includes training, coaching, and performance evaluations.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIREMENTS: A well-organized individual who is a team player and can relate to people at all levels of an organization, possesses excellent communication skills, flexibility and is committed to the MCCA’s Mission.
EDUCATION/EXPERIENCE: BS/BA in Computer Sciences or the equivalent in Technical Computer Training and 2/3 years working with TCP/IP, PC desktop hardware and Microsoft Windows operating systems is required.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK SCHEDULE: The work schedule for this position typically fluctuates based upon the needs of a particular event or project, which would require the ability to work a flexible schedule including late nights, early mornings, long days, weekends and holidays. Travel to other MCCA facilities is required.