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Museum Technology Support Engineer

National Geographic Society
Washington, USA
Full-time
Mid · 3+ years experience
Onsite
Discovered 3 days ago
Communication

Full Job Posting

Responsibilities

  • Technical Support and Operations (85%)
  • System Reliability: Proactively monitors the operational integrity of all ticketing and POS systems, assisting in optimization for maximum uptime.
  • Troubleshooting: Provides hands-on technical support and problem resolution for ticketing, POS, and integrated business systems.
  • Incident Management: Responds to technical incidents, encompassing network connectivity failures, enterprise system outages, and disruptions to critical business system integrations.
  • Operational Support: Delivers dedicated, hands-on support to maintain operational continuity, particularly during high-impact critical periods or major organizational events.
  • Compliance and Security: Ensures rigorous adherence to internal information security policies, specifically the PCI Data Security Standard (PCI-DSS), for all supported processes, hardware, and systems.
  • Documentation and Knowledge Management: Develops, documents, and maintains Standard Operating Procedures (SOPs) to standardize support and maintenance processes.
  • Projects and Process Improvement (10%)
  • Participates in assigned technical projects, including system upgrades, hardware deployments, and new feature rollouts.
  • Collaborates across IT and with Museum operational teams in the implementation of new functionality, systems, and services.
  • Performs assigned ITIL roles related to incident management, change management, and problem management.
  • Other Duties as Assigned (5%)

Qualifications

  • Minimum Education Required
  • Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
  • Certifications and equivalent experience in related areas will be considered.
  • Minimum Years and Type of Experience
  • At least three years of experience performing hands-on work supporting enterprise-level ticketing, point of sale, hospitality, or similar systems.
  • Experience in a museum, cultural institution, hospitality, or retail environment is preferred.
  • Knowledge and Skills Required
  • Experience supporting revenue-generating IT systems and related hardware, including: computer equipment (Mac, Windows, and Android), network connectivity, POS terminals, self-service kiosks, payment card readers, barcode scanners, and receipt printers.
  • Experience with enterprise-level ticketing and POS software platforms or similar systems, including a basic understanding of API technologies for integrations with other critical business systems.
  • Knowledge of best practices for deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
  • Experience working within operational service levels for enterprise systems, utilizing service level objectives and KPIs.
  • Strong understanding of PCI Data Security Standard (PCI-DSS) requirements.
  • Solid oral and written communication skills, and ability to interact in a dynamic environment subject to changes in schedules and priorities.
  • Excellent customer service, troubleshooting, and problem-solving skills are a must.
  • Required

Desired Qualifications

  • ITIL certification and/or experience with IT Service Management is a plus.
  • Supervision
  • No direct reports.
  • Salary Information
  • The National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar-sized nonprofit organizations.
  • The salary range for this position accounts for a wide range of factors including but not limited to organizational need; specific skill sets; experience and training; certifications; and more. At the National Geographic Society, individuals are typically hired at or near the starting point of the salary range for their role, and compensation decisions are dependent on the facts and circumstances of each case.
  • The salary range for this position is $80,750.00 - $85,000.00.
  • In addition, the National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, medical, dental, and vision insurance; engaging and comprehensive wellness program; 401(k) retirement savings plan with matching contributions after 6 months of employment; flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave; 12 paid holidays and a paid winter break between December 25 and 31 (May not apply to all roles that are required to work during high volume seasons or essential workers. Please check with the hiring manager for confirmation.); paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits; learning and development opportunities; Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with a generous employer subsidy; employer-paid life insurance and disability benefit; and a variety of National Geographic discounts and perks.
  • Job Designation
  • On-Site Flex - Staff members who must be physically present at Base Camp to do the vast majority of their work supporting overall building and museum operations. On-Site Flex staff hours are determined in consultation with supervisors, and are responsive to the needs of the MOE and other building operations, often including nontraditional (M-F, 9 a.m. - 5 p.m.) work hours.
  • Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.
  • W e encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.
  • Experience in a museum, cultural institution, hospitality, or retail environment is preferred.

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