AAQ - Part-Time IT Support Technician

As the IT Support Technician, you will play a vital role in the Technology Solutions Group, providing frontline, location-based IT support for end users and guests. You will be the primary technology solutions representative on-site to assist with all technology issues at the property, including software support and administration, installation setups, error messages, system status, downtime procedures, etc. In this role, you will also support the Help Desk Support Center by accurately identifying, prioritizing, and logging service requests within the established standards.

What You’ll Do:

• Provide technical support, incident, and problem management to end users on the technology issues regarding computer operations and networks, including software support and administration, installation, setups, error messages, system status, and downtime procedures. Expected to handle 70% of tickets that come to the help desk
• Diagnose and resolve IT hardware and software problems
• Communicate problems and relay that information to vendor support and Property IT Technician(s)
• Troubleshoots and supports software applications and business processes. Troubleshoots and repairs new or existing hardware.
• Analyzes and tests new hardware/software configurations.
• Reset network passwords, manage crisis escalation, and dispatch calls to field technicians or other support groups as appropriate.
• Providing end-user support for: Microsoft 365, 3rd Party applications, and Point of Sale applications
• Builds rapport with help desk customers; records, tracks, and documents help desk request problem-solving process in the Halo Help Desk Software, including all successful and unsuccessful decisions and actions taken to final resolution.
• Support for all departments within the Aquarium
• Basic networking skills (run cables, diagnose connections)
• Maintain audio-video equipment (support & repair)
• Assist with projects on an as-needed basis
• Maintain corporate security and confidentiality.
• Provide “Value Added” Customer Service; treating customers with respect, clear, polite communications, and courteous follow-up.
• Other duties as assigned.

What You’ll Bring:

• PC Support Experience
• Proficiency in using personal MS/Windows OS, Microsoft Office suite
• Basic electronic skills
• Ability to work with little or no direct supervision
• Ability to work with other departments
• Experience with sound and lighting equipment
• Willingness to take direction and coaching from experienced staff members to improve your skills and enhance the guest experience
• Must read, write, and speak the English language (knowledge of other languages a plus)
• Demonstrated ability to work as part of a team in a constantly changing environment as well as individually, with a minimum of supervision
• Ability to work a flexible schedule including weekends and holidays
• Ability to perform in a fast-paced job and remain courteous, friendly and helpful to guests and team members at all times

Who You Are:

To be successful in this role, you can think on your feet and respond to requests promptly and calmly. You can traverse the office space, continually solving user support issues. You possess a friendly, welcoming, team-player demeanor.

What You’ll Get:

• Competitive pay, $18-20/hr. depending on background and experience
• 401(k) and Profit-Sharing Plan after 3 months of service.

• Day one access to fully funded tuition and tuition assistance programs through our GROW U program.

• AAQ will provide 3 days (24 hours) of sick leave up front, which would normally be earned after working 720 hours. After reaching 720 hours of work, you will begin to accrue additional New Jersey Sick Leave, up to a total of 40 hours per year.

•  Free admission and General Admission tickets annually, to be used by family and friends.

• Complimentary tickets to local attractions when available.

• 30% Discount at our Retail and Photo areas, as well as in-house food vendors

• Training and development

Special Requirements: 

• Successful completion of pre-employment screenings and background check
• Ability to speak, read, and write effectively in English
• Ability to lift and carry up to 40 lbs.
• Ability to work in confined spaces.

About us:

As a Herschend Family Entertainment property, Adventure Aquarium is in the business of creating memories worth repeating by greatly exceeding guest expectations, serving others, creating emotional connections, and seeking constant improvement. Stewardship, guest satisfaction, and team member satisfaction are our core areas of focus. We aim to be a great place to work for great people by leading with patience, kindness, humility, respect, unselfishness, forgiveness, truthfulness, and trust. Together, we will create emotional connections that will last a lifetime!

Adventure Aquarium, A Herschend Family Entertainment Property, maintains a continuing policy of non-discrimination in employment. Herschend is an equal opportunity employer and complies with all applicable laws prohibiting discrimination based upon race, color, sex, age, religion, national origin, gender identity, sexual orientation, as well as any other category protected by law. Furthermore, it is our policy to provide equal opportunity to individuals with disabilities and protected veterans in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of non-discrimination shall include, but not be limited to, the following employment decisions and practices: recruiting, hiring, promotions, demotions or transfers, layoffs, recalls, terminations, rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.