IT Help Desk Technician II

ABOUT JAZZ AT LINCOLN CENTER

The mission of Jazz at Lincoln Center is to entertain, enrich and expand a global community for jazz through performance, education, and advocacy.

We believe jazz is a metaphor for Democracy. Because jazz is improvisational, it celebrates personal freedom and encourages individual expression. Because jazz is swinging, it dedicates that freedom to finding and maintaining common ground with others. Because jazz is rooted in the blues, it inspires us to face adversity with persistent optimism.

Jazz is one of America's most profound and enduring cultural contributions, inseparable from the story of this country, its history, its struggles, its democratic ideals, and its continuing evolution. We are stewards of that legacy. The three pillars of our work- performance , education , and advocacy -are one mission expressed three ways, each reinforcing and requiring the other two. You cannot perform without honoring the history that gives the music meaning. You cannot educate without the conviction that what you are teaching deserves to outlast you. You cannot advocate without the lived experience of the art itself. We look for people who feel that wholeness in full, across all three pillars.

POSITION DESCRIPTION

The 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

• 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

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.

WORK ENVIRONMENT

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.

WORKING AT JAZZ AT LINCOLN CENTER

The music is present here, literally and philosophically, and the people who thrive are the ones who feel that and lean into it. They are Fans, Advocates, Musicians, and Educators who know that you cannot shape what comes next without first honoring what came before - who ask why something is the way it is before they presume to know what it should become. They find their own work more meaningful because of its proximity to something larger, and they understand that excellence in any role, regardless of function, is connected to what happens on stage and in classrooms and communities around the world. The passion that runs through this organization can be felt on your first day, and it is the thing people miss most when they leave.

We are a live-events organization, and our schedule reflects that energy: we expect full presence when the work and the art call for it. Within that, we strive to create real flexibility for our people. Flex Mondays give staff the freedom to work from wherever suits them best, and Tuesday through Friday our teams come together in person, with the understanding that the work and the art will sometimes ask for more. We trust our people to know the difference, and we build around that trust.

Benefits reflect the same investment in our people: comprehensive health, retirement, and a seat inside the life of this organization. Staff have access to the breadth of JALC programming-from live performances to access at Dizzy's Club to world-class jazz education through Swing University and beyond-because we believe the people who do this work deserve to experience it, not just support it.

HOW TO APPLY

Click the button above to apply. Please include a cover letter and salary requirements with your application.

Jazz at Lincoln Center is an equal opportunity employer that affords equal opportunities to all applicants, employees, contractors, and other covered persons, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Jazz at Lincoln Center is committed to creating an inclusive, open, and respectful culture that reflects and embraces diversity.