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?Te