Overview

Roundabout Theatre Company—one of the nation’s leading not-for-profit cultural institutions—is seeking a Help Desk Analyst who, as a member of the IT team, will provide technical support to end users on a variety of IT issues.

Under direction of the IT Operations Manager and working closely with the other members of the IT team, the Help Desk Analyst will respond to and escalate support requests for Roundabout’s four venues, five theatres, two offices, and multiple ticketing outlets. Additionally, the Help Desk Analyst will work both independently and as part of the IT team on technology projects and IT initiatives that support and help further Roundabout’s mission.

This is some of what the Help Desk Analyst will do:

  • Provide technical support in-person, over the phone, and remotely, utilizing the help desk system to track and document issues and their resolution
  • Provision, install, troubleshoot, upgrade, and repair hardware (PC desktops and laptops), software, peripheral components (keyboards, mice, etc.), and mobile devices
  • Create, manage, and support user accounts and email inboxes
  • Install and support network printers and copiers
  • Install and support desktop phones and customer telephony needs
  • Troubleshoot remote access issues
  • Order and maintain stock of IT equipment, supplies, and consumables
  • Create and maintain user and technical documentation, including IT knowledgebase and inventories
  • Coordinate with outside vendors as required to troubleshoot and solve hardware, software, or network issues
  • Complete special projects as assigned
  • Participate in a rotating on-call schedule
  • Perform other duties as assigned

This is what the Help Desk Analyst should bring: 

Competencies:

  • Customer Focused: Maintains excellent “desk-side manner;” Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Works to understand customer preferences without judgment.
  • Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in both individual and group problem solving situations; Uses reason even when dealing with emotional topics.
  • Initiative: Works effectively and efficiently with little oversight; Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Does not require assignment of tasks but takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Technical Skills: Proactively strives to stay ahead of technical innovation; Actively seeks to improve the end-user’s ability to use the technology effectively and efficiently they have; Seeks out opportunities for using new technologies; Shares expertise with others.
  • Professionalism: Approaches others in a tactful manner; Maintains confidentiality; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

 Qualifications:

  • BA/BS technical degree or equivalent training
  • 1+ years of Help Desk experience, supporting users at all levels
  • Expertise in the following:
  • Microsoft 365 Suite (SharePoint, Outlook, Word, Excel, etc.)
  • PC and Telecom Hardware Troubleshooting and Support
  • Imaging and provisioning PC desktops
  • Microsoft Windows OS (10 and beyond)
  • Basic understanding of the following:
  • Mac OS
  • Networking technologies and protocols, such as IP addressing, DNS, DHCP, and remote access (VPN, etc.)
  • Experience in the following preferred:
  • Active Directory
  • Microsoft 365 Admin portal
  • Avaya IP Office Server Edition

 Physical Demands:

  • Able to lift 50 lbs.
  • Able to regularly travel between multiple office locations in midtown Manhattan.
  • Able to work in confined spaces to assist in equipment installation/troubleshooting.
  • Available to work a flexible schedule (including before and after hours, and weekends), as required

The ideal candidate will also have an interest in the theatre and experience working in the non-profit arts.