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.

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 time, prioritize tasks, and work independently or as part of a team.
• Provide real-time guidance to users, ensuring clear communication and a positive support experience. Maintain a customer-focused attitude with strong communication and professionalism.
• Ability to multitask, prioritize workload, and stay organized in a fast-paced environment. Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy.
• Maintain Dr. Phillips Center standards of customer service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• Actively pursuing a technical or associate's degree in a related field; or, in lieu of a degree, at least one year of technical support experience with CompTIA A+, Net+, or comparable certifications; or an equivalent combination of education and experience.2+ years utilizing MS Excel, MS PowerPoint, and SharePoint.
• Basic knowledge of IT systems and concepts including OSI Layer Model, TCP/IP networking, Information security concepts, workstation management.
• Skilled in diagnosing and resolving issues related to wireless network performance and connectivity.
• Experience with Windows/MacOS/Android/iOS troubleshooting
• Must have a working knowledge of the Apple operating system and Apple software
• Familiarity with the Windows operating system and baseline level functions
• Must be able to troubleshoot common computer issues (Internet connectivity, basic computer set-up, customization and preferences, software installation, various web browsers, etc.)
• Working knowledge of other software is preferred (Microsoft Office suite, Adobe suite, etc.)
• Basic knowledge of server hardware models and hardware monitoring tools.
• Basic knowledge of storage, database, networking, and server technologies.

SPECIAL CONDITIONS OF EMPLOYMENT

• This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.

Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.