Help Desk Technician I

POSITION SUMMARYThis 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 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 is a part-time role focused on supporting weekend operations with a regular schedule that includes Saturdays and Sundays. Flexibility to work evenings nights and occasional weekdays is required to support performances events and other operational JOB FUNCTIONS/RESPONSIBILITIESRecord track and document support requests in the help desk ticketing in the installation and maintenance of all workstations printers and desktop hardware/software (MacOS/Windows).Deliver both remote and onsite troubleshooting support for multiple systems. Diagnose and resolve issues with network hardware and wireless connectivityInstallation of new software and necessary service support. Perform operating system updates upgrades and patches as support for printing and copying equipmentProvide support during Events and with network wiring and technical setup for events board conferences and executive-level for maintaining accurate inventory levels and an organized work environmentFollow 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 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 Dr. Phillips Center standards of customer service at all to effectively communicate in English in both written and oral duties as AND EXPERIENCE Actively pursuing a technical or associates 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 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 with Windows/MacOS/Android/iOS troubleshootingMust have a working knowledge of the Apple operating system and Apple softwareFamiliarity with the Windows operating system and baseline level functionsMust 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 knowledge of storage database networking and server CONDITIONS OF EMPLOYMENTThis position requires the ability to work a variable schedule evenings weekends and holidays to meet operational needs.