IT Support Lead

Description

The IT Support Lead plays a critical hands-on and coordination role within a lean, high-impact IT team supporting a 7-day-a-week, guest-critical, hospitality-rich operation. This role serves as the day-to-day operational lead for IT support and infrastructure execution, ensuring work is prioritized, dispatched, and completed efficiently while freeing senior technical staff to focus on network stability, cybersecurity, and long-range infrastructure initiatives. The IT Support Lead helps orchestrate IT work across help desk support, AV events, infrastructure tasks, and special initiatives, acting as a force multiplier for the team. There will be no people management.

Key Responsibilities:

IT Operations & Support Leadership

• Act as the primary dispatcher and coordinator for IT tickets, requests, and operational needs 
• Triage incoming issues and route work appropriately (self-solve, escalate, or schedule) 
• Help balance day-to-day support vs. longer-running infrastructure initiatives 
• Maintain situational awareness across all active IT work to reduce reactive “firefighting” 

Help Desk & Ticket Coordination

• Manage, track, and prioritize IT tickets and requests 
• Ensure timely responses and follow-through for internal teams and event support 
• Escalate issues appropriately to the Network Administrator or Director of Innovation 
• Help improve consistency and clarity in IT support workflows 

Event & Guest Experience Support

• Support setup and breakdown of IT/AV equipment for events across Space Needle and CGG 
• Coordinate logistics for audio, speakers, displays, mobile monitors, and related gear 
• Assist with event coverage planning, including weekends and off-hours when required 
• Ensure equipment is stored, organized, and ready for reuse 

Infrastructure & Deployment Support

• Assist with IT deployments and rollouts led by the Network Administrator 
• Support hardware installs, device imaging, basic network troubleshooting, and system setup 
• Help maintain inventory of IT assets and AV equipment 
• Participate in infrastructure projects as assigned (server installs, switch cutovers, etc.) 
• Assist with coverage during planned power outages 

Hands-On Technical Support

• Respond directly to IT tickets as needed (desktop support, printers, peripherals, basic networking) 
• Troubleshoot and resolve issues independently within scope 
• Serve as an experienced on-the-ground resource during high-volume or high-impact periods 

Required Qualifications:

• 3+ years of experience in IT support, help desk, or technical operations 
• Working knowledge of enterprise IT environments (hardware, software, basic networking) 
• Experience supporting users in fast-paced, customer-facing environments 
• Strong troubleshooting, prioritization, and communication skills 
• Comfortable operating independently and making judgment calls 
• Willingness to support off-hours and weekend operations as needed  
• knowledge of Hospitality industry IT requirements 

Preferred Qualifications:

• Experience coordinating IT work across multiple locations or venues 
• Familiarity with AV equipment and event support 
• Exposure to network infrastructure, access control systems, or cybersecurity concepts 
• Experience working closely with Network Administrators or Infrastructure teams 
• Hospitality, attractions, or live-event environment experience 

Full Time, Hourly Position

Pay Range: $26.00 - $27.00 / hour, Depending on Experience

Benefits include:

• Medical, Dental, Vision, Life, Long Term Disability   
• 401k plan, we will match 50% of the first 6% you contribute, equivalent to 3% of your wages 
• Deferred compensation into 401(k) account at company Shareholder discretion. Eligible to begin participating after one year of service with an annual plan entry date of October 1st.     
• Paid Personal Days (10 per year)  
• Paid Time Off of 14 days / year based on working 2080 hours / year 
• Tuition reimbursement of 50%, up to $2500 / year 
• New child family leave up to 4 weeks while on approved FLMA and enrolled in company sponsored medical plan  
• 35% discount for many purchases at the Space Needle (Retail, Food and Beverage)  
• Charitable Contributions / Matching Gift, up to $200 year  
• Paid parking or up to $250 / month towards an orca card

The?Space Needle symbolizes?the innovative and forward-thinking spirit of Seattle. Our?Team?Members reflect our inclusive city, diverse country, and multicultural world. As an equal opportunity employer, we make all employment decisions without regard?to?race, color, religion, age, sex, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, physical, or mental disability, military status, political ideology, genetic information, or any other status protected by local, state, or federal law. All Team Members and potential Team Members who apply for an opening will be considered without regard to these factors. We carefully screen applicants based on qualifications such as their training, education, skills, aptitude, experience, and previous work record.??