IT Help Desk Technician I

IT Help Desk Technician I

The IT Help Desk Technician I serves as the first point of contact for employees requiring technical assistance and is responsible for providing timely, professional, and effective support for day-to-day technology needs. The position provides frontline support for computer hardware, software, user accounts, network connectivity, printers, mobile devices, audiovisual equipment, and other technology used throughout the organization.

The IT Help Desk Technician I receives, documents, troubleshoots, and resolves technical issues using established procedures, available support resources, and independent troubleshooting. The Technician is expected to take ownership of support requests through resolution whenever possible and to research and troubleshoot unfamiliar issues within the scope of the position.

When an issue requires specialized expertise, elevated administrative access, vendor intervention, or changes to core systems or infrastructure, the Technician will escalate the issue to the appropriate resource, including the Network Administrator, SaaS support resources, or Director of Information Technology. The Technician is responsible for ensuring that relevant troubleshooting, user impact, and supporting information are documented and communicated as part of the escalation.

The IT Help Desk Technician I also supports employee onboarding and offboarding, workstation deployment, user account administration, software installation, endpoint maintenance, routine system administration, and technology upgrades. The position participates in and executes approved maintenance procedures, including software updates, patches, system upgrades, and other scheduled Technology activities.

Key responsibilities include serving as the first point of contact for technology support requests, diagnosing and resolving hardware, software, operating system, application, printing, account access, connectivity, peripheral, and other common end-user technology issues, providing support for common user issues including password resets, account access, software installation, application configuration, Wi-Fi and network connectivity, printers, email, and collaboration tools, creating, updating, prioritizing, and maintaining support tickets with clear documentation of reported problems, troubleshooting performed, communications with users, and final resolutions, maintaining accurate records within the help desk and asset management systems, developing and maintaining technology documentation, standard operating procedures, troubleshooting guides, knowledge base articles, and frequently asked questions to improve support consistency and facilitate efficient resolution of common issues, providing clear and professional communication to users throughout the support process and explaining technical issues and solutions in language appropriate for non-technical users, following organizational technology policies and procedures related to cybersecurity, account management, data protection, acceptable use, software installation, equipment handling, and escalation of security-related incidents, participating in technology projects, system deployments, equipment refreshes, upgrades, and other departmental initiatives as assigned.

Qualifications include an associate's or bachelor's degree in information technology, computer science, or a related field preferred, or an equivalent combination of education, training, and professional experience, one to three years of experience providing help desk, desktop support, technical support, or similar end-user technology support preferred, working knowledge of Microsoft Windows and macOS operating systems, experience supporting Microsoft 365 applications and common workplace productivity and collaboration tools, familiarity with user account administration, permissions, password management, and directory services such as Microsoft Active Directory and Microsoft Entra ID, basic understanding of networking concepts including TCP/IP, Wi-Fi, DNS, DHCP, VPN, and internet connectivity, experience troubleshooting desktops, laptops, printers, mobile devices, peripherals, and common business applications, familiarity with help desk/ticketing systems, remote support tools, endpoint management platforms, and IT asset management practices, ability to independently troubleshoot and resolve a broad range of end-user technology issues, follow established technical procedures, research unfamiliar problems, and exercise sound judgment regarding when an issue requires escalation or additional expertise, strong written and verbal communication skills and the ability to explain technical concepts clearly to users with varying levels of technical knowledge, strong organizational skills with the ability to prioritize multiple support requests, manage competing priorities, and maintain accurate documentation, demonstrated commitment to customer service, professionalism, discretion, and the responsible handling of confidential information, ability to work independently on routine support and operational issues while collaborating effectively with other members of the technology team, vendors, and support partners on more complex problems, ability to adapt to changing priorities and work effectively in a fast-paced environment, industry certifications such as CompTIA A+, Microsoft Fundamentals, Apple Device Support, or equivalent certifications are a plus.

Working at Jazz at Lincoln Center means being part of a passionate community that values excellence and creativity. We offer a flexible work environment with benefits that reflect our commitment to our people, including comprehensive health, retirement, and access to our programming.