IT Help Desk Technician II

IT Help Desk Technician IIThe IT Help Desk Technician II serves as an advanced technical resource within the IT support team, responsible for resolving escalated technical issues that require deeper troubleshooting and analysis. This individual plays a critical role in ensuring the stability, security, and performance of desktop systems, applications, hardware, and network connectivity from our administrative offices at Columbus Circle to our world-class venue, in Fredrick P. Rose Hall.This role demands strong technical expertise paired with the patience and clarity to diplomatically walk a non-technical user through a technical fix. You will work collaboratively with internal departments, vendors, and senior IT staff to identify root causes, implement long-term solutions, and improve support processes and documentation.In addition to daily operational support, this role contributes to IT projects, system rollouts, user training initiatives, and knowledge base development to enhance organizational efficiency and improve the overall end-user experience. When the orchestra takes the stage at Rose Theater or a livestream reaches a global audience, the technology behind it has to work. This role's contributions to IT projects, system rollouts, training, and documentation directly support the audience and business partner experience of the world's premier jazz organization.Key responsibilities include:Provide advanced troubleshooting and technical support for hardware, software, operating systems, printers, mobile devices, conferencing systems, and network-related issues.Respond to and resolve escalated support tickets from level one technician while ensuring timely communication, documentation, and follow-up with end users.Diagnose and resolve complex technical problems involving user accounts, permissions, Active Directory, Microsoft 365, networking, VPN connectivity, file access, and endpoint management.Analyze system and network performance issues by reviewing logs, running diagnostic tools, and identifying root causes of recurring technical problems.Support onboarding and offboarding processes, including workstation setup, account provisioning, hardware deployment, software installation, and access management.Maintain enterprise technology infrastructure, including desktops, laptops, AV systems, printers, wireless connectivity, and remote access tools.Collaborate with senior IT staff and external vendors on system upgrades, deployments, maintenance activities, and special technology projects.Develop, maintain, and improve technical documentation, standard operating procedures, and internal knowledge base articles to support consistent service delivery.Provide user guidance and training on software applications, collaboration tools, cybersecurity awareness, and IT best practices.Monitor recurring issues and recommend process improvements, automation opportunities, and technology enhancements to improve operational efficiency and reduce support volume.Accurately record incidents, troubleshooting steps, resolutions, asset inventory, and system changes within the IT service management platform.Troubleshoot AV and connectivity for conference rooms, live events, and organizational meetings.Qualifications include:Required:Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred, or equivalent professional experience.Minimum of 3-5 years of experience in Help Desk, Desktop Support, or Technical Support roles.Strong knowledge of Microsoft Windows and macOS operating systems.Experience supporting Microsoft 365, Active Directory, Exchange, endpoint management tools, VPN technologies, and common business applications.Understanding of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.Experience with ticketing systems, remote support tools, and IT asset management platforms.Ability to troubleshoot hardware, software, and peripheral issues independently and efficiently.Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment.Excellent verbal and written communication skills with a strong customer-service mindset.Ability to maintain confidentiality, exercise discretion, and work collaboratively across departments.Preferred:Experience supporting conference room technology, audiovisual systems, or live event environments is a plus.Industry certifications such as CompTIA A+, Network+, Microsoft, or Apple certifications are a plus.This role operates in a fast-paced hybrid technology environment supporting both onsite and remote users. The position may occasionally require early morning, evening, or weekend support related to system maintenance, live events, or critical operational needs.The Help Desk Technician II is expected to maintain a high level of professionalism, responsiveness, and technical competency while contributing to a collaborative and service-oriented IT culture.