I.T. Helpdesk Technician

Position: I.T. Helpdesk Technician

Department: I.T. and Data Services

Reports to: Director of Business Systems (Seattle Rep)

Classification: Regular Full-time Non-exempt

Compensation: $35.00

Grade: 26

Position Summary:

The I.T. Helpdesk Technician serves as a primary resource and point of contact for theater employees to identify diagnose mitigate and resolve computer technology issues. This role is a key member of the I.T. and Data Services team whose function is to provide a reliable and productive computing environment for employees and other theater constituents including maintenance and improvement of each theaters physical server and network infrastructure computer equipment cybersecurity posture and usage of cloud-based software and services.

Seattle Childrens Theatre (SCT) and Seattle Rep are engaged in a resource-sharing initiative where certain administrative services are shared across the two organizations including a combined box office and I.T. staffing. The I.T. Helpdesk Technician role is based primarily on-site and in-person at SCT although assigned tasks and responsibilities may span across both theaters. The combined computing environment across both theaters consists of approximately 170 year-round and seasonal staff with 100 laptops shared workstations server and network hardware and miscellaneous other PCs and devices.

About SCT:

Seattle Childrens Theatre (SCT) has served more than 4 million children since its founding in 1975 through professional theatre and arts education in the Puget Sound region and beyond. Our mission is to provide children of all ages access to professional theatre with a focus on new works and theatre education.

SCT is committed to equity diversity accessibility and inclusion in all areas of our work. We encourage applicants of all races ethnicities religions gender identities and expressions sexual orientations abilities ages and backgrounds to apply. We value nontraditional career paths and transferable skills.

Essential Duties & Responsibilities:

I.T. User Support

• Act as primary point of contact for theater staff to resolve I.T. issues and requests offering both in-person and virtual support (e.g. hardware software and printer troubleshooting; software installations and support; cybersecurity response and virus/malware removal)
• Maintain computing device inventory and perform general maintenance tasks (e.g. PC imaging component swaps BIOS troubleshooting hardware decommissioning)
• Respond to incoming I.T. requests prioritize by urgency track status and document progress notes and resolution via helpdesk ticketing system
• Manage user account lifecycles directory updates distribution lists access permissions security controls and policies across hybrid Windows Server and Microsoft 365 business environment
• Serve as general resource for training and education of staff members with a wide range of comfort and skill levels using business technology modeling clear communication patience compassion and positive support
• Assist users with technical support for other business systems including basic investigation troubleshooting and liaising with external support contacts as needed
  • Examples: Tessitura CRM Zoom Adobe DocuSign RingCentral Square POS
• Support cybersecurity posture and resources including incident identification mitigation and resolution and security awareness training and simulated attack campaigns

Network and Infrastructure Support

• Troubleshoot network and server infrastructure issues in collaboration with other I.T. staff and contractors
• Serve as collaborator for larger network and server projects such as upgrades replacements and decommissions

I.T. Management

• Partner with other I.T. staff and contractors on general technology projects:
  • Information resource collaboration (shared files and project planning systems)
  • Network and server infrastructure updates
  • Incident response and disaster recovery processes
• Help with management of end-user I.T. and system process documentation (how-to articles training resources and shared policy libraries)
• Maintain familiarity with I.T. budget and resource allocation and strive to find creative and cost-effective solutions to technical needs
• Collaborate and communicate effectively with Data Services Finance HR Facilities and other teams across the theaters to support daily work projects and initiatives

Serve as an essential contributor to culture and success

• Add constructively to the collaborative and collegial health of the two organizations
• Add actively and constructively to the EDI (equity diversity & inclusion) work of the two organizations
• Engage with and strive to embody SCT and Seattle Reps missions visions and values in all aspects of work

Other Responsibilities:

• Contribute positively to the organizations culture and success.
• Actively participate in equity diversity accessibility and inclusion initiatives including attending all-staff meetings & training.
• Embody the organizations mission vision and values in all work aspects.
• Other Duties as assigned

Qualifying Skills:

We recognize that experience can come from many places. This reflects our commitment to skills-based hiring which focuses on a candidates ability to perform essential job functionsregardless of whether those skills were developed through formal education professional experience community work or lived experience. If you meet most of the qualifications and are excited about this role we encourage you to apply.

Required Skills:

• Bachelors degree or equivalent experience
• Two to four years of hands-on technical experience (or educational equivalent) and a desire to grow professional skills:

o Desktop support (Windows Mac)

o Mobile devices (iOS Android)

o Microsoft 365 applications and administration particularly SharePoint/OneDrive

o Familiarity with Windows Server

o Cybersecurity and antivirus solutions

o Active Directory and Entra

• Strong interpersonal skills including diplomacy and thoughtful written and verbal communications especially with employees spanning a wide range of technical expertise and I.T. comfort levels
• Attention to detail and quality of work
• Ability to determine urgency and prioritize among multiple tasks managing workload and staying balanced during times of fast-paced work or interruptions
• A strong work ethic and demonstrated ability to work independently and collaboratively as part of a team

Preferred Skills & Nice-to-Haves:

• Genuine interest in the performing arts and the work of producing non-profit theater
• Additional areas of technical experience:

o Cloud solutions (Azure/AWS)

o Local and cloud backup solutions

o Network maintenance (IP routing/switching firewalls)

Physical Requirements & Work Environment:

SCT will make reasonable accommodations to ensure accessibility for all employees.

Location:

This position is primarily based on-site at SCT located at 201 Thomas St Seattle WA primarily in a typical office setting. Duties may also be performed on-site at Seattle Rep located at 155 Mercer St Seattle WA also primarily in a typical office setting. Both sites are accessible via public transportation and the two theaters are an approximate 5-10 minute walk from each other across the Seattle Center campus. This positions duties may require moving from one site to another one or more times per day based on projects meetings or escalated I.T. issues that cannot be resolved remotely. This position is eligible for one scheduled day of remote work per week after a 90-day introductory period and subject to the needs of the business and supervisor approval.

Schedule:

This is a full-time hourly position typically scheduled for 40 hours per week. Flexible scheduling to support work-life balance may be discussed as needed including earlier or later start and end times while still following a typical 8-hour workday and 40-hour workweek. Off-hour support during evenings or weekends may be required in the rare event of critical I.T. incidents. After a successful 90-day introductory period this position becomes eligible for one regularly scheduled remote workday per week. Remote work approval is subject to the needs of the business and must be coordinated in advance with the employees supervisor.

Salary:

This is a regular full-time non-exempt position paying $35.00/hour.

Benefits:

Hourly Pay Range: $35.00 (non-exempt Grade 26)

Vacation: 80 hours annually

Sick Time: 96 hours annually

Health Dental and Vision: Employer-paid coverage

Retirement: Optional 403(b) plan

Additional: FSA options ORCA Passport discounted parking

SCT uses a transparent negotiation-free compensation structure to ensure pay equity across roles. Grade levels and pay are based on the scope and responsibilities outlined in each job description.

How to Apply

To apply submit your resume and cover letter through our website at . Applications will be reviewed and the position will remain open until filled.

If you need accommodations during the application or interview process please contact .

Additional Information:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties responsibilities qualifications and objectives required of employees assigned to this job.

Seattle Childrens Theatre provides equal employment opportunities to all employees and applicants for employment. We are committed to building a welcoming workplace for people of all backgrounds and experiences. We believe that diversity of thought background and identity makes us stronger and enriches our work.