Technology Analyst

Job Description

Job Description:\n\nReports To Technology Director\nDirect Reports N/A\nStatus Regular Full-Time Exempt\nLocation On site in Downtown Houston, TX, with flexibility for occasional remote work\nSchedule General business hours with some nights and weekendsOVERVIEW \nThe Hobby Center’s Technology Analyst is the primary frontline technology resource for employees, providing responsive, hands-on support across the full Hobby Center campus, including offices, shared workspaces, meeting rooms, event-adjacent areas, printers, conference room technology, staff devices, and other employee-facing systems.\n\nThis is a hands-on, onsite, and staff-facing role. Working closely with the Technology Director, the analyst supports day-to-day office and campus technology operations while helping maintain secure, efficient, and well-documented systems. The position combines end-user support, Microsoft 365 and Entra administration, device provisioning, basic network support, documentation, staff communications, training, technology policy support, and current initiatives including AI implementation and SharePoint.\n\nSuccess in this role requires proactive communication, daily review of email, Teams, calendar items, tickets, and follow-ups, comfort asking clarifying questions, visible in-person support across departments, disciplined documentation, sound judgment, and follow-through until issues are resolved or properly escalated. The Technology Analyst is expected to work independently within established standards while partnering closely with the Technology Director on priorities, governance, and technology change initiatives.\n\nThe Technology Analyst balances frontline support and device provisioning with responsibility for documentation, staff communications and training, Microsoft 365 and Entra administration, basic network support, technology governance, change management, AI implementation, SharePoint adoption, and continuous process improvement.\nMAJOR FUNCTIONS \n \nEnd-User Support and Service Delivery\n\n Serve as the first point of contact for employee technology assistance and provide approachable, service-focused support.\n Respond to, prioritize, troubleshoot, document, and close support tickets within established service expectations, maintaining ownership through resolution.\n Provide ticket updates that are specific and timely, including what was reviewed, what was attempted, current status, blockers, next steps, and whether action is needed from the employee, vendor, or Technology Director.\n Ask relevant follow-up questions to understand the issue, business impact, location, device, timing, error messages, and recent changes.\n Support Windows, macOS, iOS, Microsoft 365, Teams, Outlook, SharePoint, OneDrive, printers, conference room technology, and common business applications.\n Provide in-person follow-up across the campus and confirm that the employee is able to resume work before closing a request.\n\nDevice Administration and Provisioning\n\n Provision, deploy, configure, and support desktops, laptops, mobile devices, and peripherals.\n Complete onboarding and offboarding technology tasks using approved checklists and standards.\n Administer routine Microsoft Entra ID tasks, including user accounts, groups, licensing, multifactor authentication, and device-related access.\n Support iOS device enrollment, configuration, deployment, and lifecycle administration.\n Maintain accurate asset inventory, assignment, warranty, refresh, and equipment checkout records.\n Support new office setups, workspace moves, device placement, printer access, docking stations, monitors, and conference room readiness.\n\nNetwork and Infrastructure Support \n\n Troubleshoot wired, wireless, VPN, and internet connectivity issues.\n Support Meraki and UniFi environments by gathering diagnostic information, documenting symptoms, and coordinating configuration changes with the Technology Director or MSP.\n Configure or validate approved switch port, VLAN, and firewall changes under established standards, escalating when approval or additional expertise is required.\n Perform cable tracing, patching, labeling, and physical organization in network and equipment spaces as necessary.\n Maintain and validate network diagrams, port records, equipment inventories, topology documentation, and related operational records.\n\nTechnology Communications, Training, and Enablement \n\n Own assigned staff-wide technology communications, including clear updates about outages, maintenance, system changes, new tools, required actions, and service updates.\n Develop and deliver practical training, demonstrations, refreshers, and adoption support for employees with varying levels of technical confidence.\n Lead new-hire technology orientation, including account access, multifactor authentication, device use, security expectations, and support procedures.\n Coach users so they understand both the solution and the appropriate process, reducing repeat issues.\n Ask clarifying questions early when instructions, priorities, user needs, or technical issues are unclear.\n\nDocumentation and Knowledge Management \n\n Create, organize, and maintain SOPs, technical procedures, quick-reference guides, configuration notes, and knowledge articles.\n Maintain the Technology Department knowledge base and related SharePoint resources.\n Document work performed, decisions made, changes completed, open risks, and next steps.\n Keep inventories, diagrams, checklists, vendor contacts, and operational records accurate and accessible.\n\nTechnology Governance, Policy, and Process Improvement\n\n Partner with the Technology Director to draft, review, publish, maintain, and apply technology policies, standards, and procedures.\n Coordinate policy communications, staff education, acknowledgments, compliance tracking, and periodic reviews.\n Support cybersecurity awareness, device lifecycle, data management, and modernization initiatives through documented tasks, user support, and follow-up.\n Lead assigned AI implementation workstreams, including tool evaluation, pilot support, staff guidance, acceptable-use practices, documentation, and adoption materials.\n Partner with departments on SharePoint rollout and adoption, including site structure, document libraries, permissions, naming standards, migration support, governance, and user guidance.\n Own communication and documentation for assigned technology changes from planning through implementation, including impacts, risks, required actions, user guidance, and follow-up.\n Analyze recurring issues, recommend practical process improvements, and help implement approved changes with clear documentation and staff communication.\n Operate independently across assigned administration, infrastructure, documentation, training, governance, AI, SharePoint, and process-improvement work while escalating material risks or decisions to the Technology Director.\n\nVendor and Administrative Coordination\n\n Coordinate routine support requests with vendors, consultants, and service providers as directed, providing complete diagnostic information before escalation.\n Assist with purchasing, receiving, inventory updates, warranties, renewals, and software licensing records as needed.\n Maintain vendor contacts, service records, contracts, and support information in an organized location.\n\nResponsibilities may be modified as needed to meet the organizational goals and employee strengths.\n TRAITS AND CHARACTERISTICS \n You Are\n\n Seeking a hands-on, staff-facing role with real ownership of day-to-day technology support and room to grow into greater responsibility\n Looking to work across end-user support, Microsoft 365 and Entra administration, device provisioning, basic networking, documentation, training, and technology policy\n A strong communicator who can quickly translate needs into action\n Comfortable asking clarifying questions, receiving coaching, documenting your work, and following through until an issue is resolved or properly escalated\n\nWe Are\n\n An established, stable, mission-driven nonprofit engaged in an exciting period of growth and transformation.\n Committed to creating a welcoming, inclusive workplace that embraces diversity of people and ideas and fosters a sense of belonging.\n A high-performance collaborative culture that is supportive of your professional growth and ability to work in a sustainable, empowered way.\nSkills and Qualifications\n\n Three or more years of experience in IT support, desktop support, or technology operations, with demonstrated independence, sound judgment, and the ability to manage assigned workstreams while escalating appropriately.\n Experience supporting Microsoft 365 and Microsoft Entra ID, including user accounts, groups, licensing, multifactor authentication, and device-related access.\n Hands-on experience provisioning, deploying, and supporting computers, mobile devices, printers, peripherals, docking stations, monitors, and conference room technology.\n Working knowledge of iOS device enrollment, configuration, deployment, troubleshooting, and lifecycle administration.\n Working knowledge of wired and wireless networking, TCP/IP, Meraki or UniFi environments, switch ports, VLANs, firewalls, and connectivity troubleshooting, with the ability to complete approved changes under established standards.\n Strong troubleshooting ability across Windows, macOS, hardware, software, printers, Microsoft 365 applications, browsers, network connectivity, and common employee-facing systems.\n Experience using a ticketing system to document requests, troubleshooting steps, status updates, resolution notes, user communication, blockers, and escalation details.\n Ability to write clear staff communications, instructions, SOPs, quick-reference guides, knowledge articles, change documentation, and user guidance.\n Experience developing or delivering practical staff training, demonstrations, orientation, coaching, and adoption support.\n Familiarity with SharePoint site or document library administration, including structure, permissions, naming standards, migration, governance, and user adoption.\n Experience leading or supporting AI tool rollout, including evaluation, pilots, staff guidance, acceptable-use practices, and adoption materials.\n Ability to interpret technology policies and procedures, support compliance and change initiatives, analyze recurring issues, and implement approved process improvements.\n Strong organization, prioritization, customer service, communication, judgment, attention to detail, and follow-through.\n Ability to work onsite and provide hands-on support throughout the campus, including offices, shared spaces, meeting rooms, event-adjacent areas, and technology storage or equipment areas.\n\nPreferred Qualifications\n\n Bachelor’s degree, technical program completion, industry certification, or equivalent practical experience.\n CompTIA A+, Network+, Microsoft Fundamentals, or comparable certification.\n Experience with endpoint management, Apple Business Manager, or mobile device management.\n Experience supporting a nonprofit, performing arts organization, venue, hospitality environment, or live-event operation.\n Basic familiarity with cybersecurity practices, Power Automate, audiovisual systems, access control, or camera systems.\n\n Team members at the Hobby Center for the Performing Arts must thrive on challenge and be comfortable working in a dynamic, fast-paced environment. Working with a nimble and efficient team requires that members bring an entrepreneurial spirit to their work, providing leadership across a broad scope of work.\n COMPENSATION \n \nThe Hobby Center offers a competitive compensation and benefits package including medical, dental, vision, life, disability, a 403b savings plan with matching employer contributions, mobile phone stipend, parking, and paid time off. The anticipated hiring range for the Technology Analyst position is $70,000–$80,000 annually.\nABOUT THE HOBBY CENTER FOR THE PERFORMING ARTS \n \nThe Hobby Center for the Performing Arts deepens understanding of our shared humanity. By presenting engaging performances and educational programs, we strengthen our sense of belonging to shape a more cohesive and connected Houston community. Opened in 2002, the Hobby Center campus houses two theaters including the 2,650-seat Sarofim Hall and the 500-seat Zilkha Hall. Delivering a best-in-class patron experience, the Hobby Center welcomes over 400,000 audience members annually to engage with high-quality arts programming including the Memorial Hermann Broadway at the Hobby Center series. The Hobby Center is also home to a full season of musical theatre produced by Principal Resident Company Theatre Under the Stars, as well as a variety of diverse performances from both Houston-based and touring artists and companies. Education and accessibility initiatives are central to the Hobby Center’s impact in Houston through programs like the ExxonMobil Discovery Series that welcomes thousands of students to performances every season. Since 2012, the Hobby Center has been a national leader in accessibility, presenting Sensory Inclusive performances and providing exemplary customer service via its Access Team at all public events. Over the past year and a half, the Hobby Center developed and is implementing a strategic plan that drastically shifts its role in the Houston arts community. The Programming and Education Department was a result of this plan's first steps. This is an exciting time to be involved in the Hobby Center as it implements its new identity with a focus towards expanding the communities it serves and engages.\n\nThe Hobby Center for the Performing Arts is an equal opportunity employer where equity, diversity, inclusion, and accessibility are deeply valued.