IT Help Desk Technician I

Full-Time, Non-Exempt · New York, NY · Reports to: Director, Digital Projects

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 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

Serve as the first point of contact for Technology support requests received through the help desk system, email, phone, or in person, ensuring requests are acknowledged, prioritized, and accurately documented.
Take ownership of support requests through resolution whenever possible, performing appropriate troubleshooting, research, testing, and follow-up.
Diagnose and resolve hardware, software, operating system, application, printing, account access, connectivity, peripheral, and other common end-user technology issues.
Provide support for common user issues including password resets, account access, software installation, application configuration, Wi-Fi and network connectivity, printers, email, and collaboration tools.
Create, update, prioritize, and maintain support tickets with clear documentation of reported problems, troubleshooting performed, communications with users, and final resolutions.
Escalate issues requiring specialized expertise, elevated administrative access, vendor assistance, or changes to core infrastructure to the appropriate resource, including the Network Administrator, SaaS support resources, or Director of Information Technology.
Ensure escalated issues include clear documentation of the reported problem, user impact, troubleshooting performed, results, and other information necessary for the receiving resource to continue troubleshooting efficiently.
Maintain visibility of escalated tickets as appropriate, communicating status and resolution information to affected users and following up to confirm successful resolution.
Support employee onboarding, offboarding, and role changes, including account provisioning and deactivation, access and permission changes, workstation preparation, software installation, and equipment deployment.
Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, peripherals, conference room technology, and other end-user equipment.
Perform routine user account and access administration according to established authorization, security, and access-control procedures.
Participate in and execute approved maintenance procedures, including operating system and application updates, security patches, software deployments, endpoint configuration changes, and scheduled system upgrades.
Assist with routine system administration and operational Technology tasks according to established procedures, including endpoint management, software deployment, device configuration, account administration, and system monitoring.
Monitor maintenance and deployment activities and escalate failed updates, unexpected behavior, service interruptions, cybersecurity concerns, or other issues requiring additional investigation.
Provide support for conference rooms, audiovisual equipment, video conferencing platforms, presentations, and other meeting technology.
Maintain accurate hardware, software, and equipment records and assist with inventory management and lifecycle tracking of organizational technology assets.
Maintain accurate records within the help desk and asset management systems, including troubleshooting activities, resolutions, equipment assignments, and relevant system changes.
Develop and maintain 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.
Identify recurring technical issues and communicate trends, potential root causes, documentation gaps, and opportunities for process or technology improvements to the Technology team.
Provide clear and professional communication to users throughout the support process and explain technical issues and solutions in language appropriate for non-technical users.
Follow organizational Technology policies and procedures related to cybersecurity, account management, data protection, acceptable use, software installation, equipment handling, and escalation of security-related incidents.
Participate in Technology projects, system deployments, equipment refreshes, upgrades, and other departmental initiatives as assigned.

QUALIFICATIONS

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

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.

IT Help Desk Technician I

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