Help Desk Technician I

POSITION SUMMARY

This position is responsible for providing technical support for desktop hardware and software to end users, as well as assisting with the installation and configuration of new systems. The role requires maintaining positive, professional, and collaborative relationships with colleagues, guests, clients, donors, and partners.

As the first point of contact for users seeking technical assistance by phone, email, chat, or through the ticketing system. Respond to support requests, resolve incidents in a timely and efficient manner, document all troubleshooting steps and solutions, and escalate complex issues to senior IT staff when necessary.

This is a part-time role focused on supporting weekend operations, with a regular schedule that includes Saturdays and Sundays. Flexibility to work evenings, nights, and occasional weekdays is required to support performances, events, and other operational needs.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Record, track, and document support requests in the help desk ticketing system.
• Assist in the installation and maintenance of all workstations, printers, and peripherals.
• Troubleshoot desktop hardware/software (MacOS/Windows).
• Deliver both remote and onsite troubleshooting support for multiple systems.
• Diagnose and resolve issues with network hardware and wireless connectivity
• Installation of new software and necessary service support.
• Perform operating system updates, upgrades and patches as needed.
• Provide support for printing and copying equipment
• Provide support during Events and Performances.
• Assist with network wiring and technical setup for events, board conferences, and executive-level meetings.
• Responsible for maintaining accurate inventory levels and an organized work environment
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Ability to manage...