Help Desk Technician

Lyric Opera of Chicago

Job Description
REPORTS TO: Systems Administrator STATUS: Full-time, Exempt Through artistic excellence coupled with innovative, relevant programming; initiatives to connect with and grow new audiences; engagement with communities to ignite creativity across Chicago; and a modernized Opera House that is the setting for truly great experiences, Lyric is leading the advancement of opera. This collaborative vision will deliver ever more exciting, thought-provoking, and inclusive audience and community experiences – while increasing the gravitational pull of our art form, company, and city. The Help Desk Technician is responsible for providing Level 1 and 2 technical support for the help desk including desktop, network, and peripheral technology infrastructure and service delivery. This position reports to the Systems Administrator and works closely with all departments for end-user support and service. This position is 100% onsite. DUTIES AND RESPONSIBILITIES: Demonstrate leadership in alignment with Lyric's mission and vision. Maintain operational integrity of IT help desk services provided. Use the Help Desk ticket system to manage all requests providing Level 1 and 2 technical support. Handle End User account management in Active Directory and all enterprise applications. Manage hardware and software inventory. Manage hardware refresh of end-user workstations. Build and install required hardware/software throughout the organization. Conduct new user orientation and training for optimum deployment of HWSW. Act as IT team representative for intake of user assistance requests. Interface with users remotely or in-person to identify, research, and diagnose problems. Implement appropriate steps to resolve issues or engage other internal/external technical staff to assist. Maintain a detailed log of open/solved problems, and create/update appropriate problem-management knowledge base to serve as a resource for future problem-solving. Support telecommunication systems including analog, VoIP, and fax; Support office presentation systems; Support mobile enterprise apps. Escalate items as appropriate to Level 2 - 3 support staff. Perform installation/updates of required hardware/software throughout the organization using Systems Center and related tools. Support enterprise applications such as nightly backups, CRM, and Point of Sale. Provide end-user training for the ADP Etime timesheet system. Provide support for various helpdesk systems, including IT, payroll, and facilities. Opera House support, i.e., ticket scanners, POS, and wireless network. Provide friendly customer service and support to all levels of staff with a focus on security. Promote new technologies/procedures using industry best practices. Support IT staff, with various new technology projects. Other duties as assigned. KNOWLEDGE AND SKILLS: Bachelor's Degree from an accredited college or university in computer sciences, business administration, or equivalent experience. 3+ years of helpdesk experience in Information Technology or a related technology-oriented discipline. "Expert user" skills in MS Office, Google Suite, Windows, and Desktop support. Solid general knowledge of hardware and peripheral operations and maintenance, including PCs, HP LaserJet printers, Wi-Fi, VPN connectivity, VoIP Telephones, and Microsoft networks. Solid software installation knowledge; Macintosh experience desired. Knowledge of Windows Servers, TCPIP, Ethernet, Active Directory. A+ andor Network+ certification a plus. Excellent oral/written communication skills. Excellent technical documentation skills for both end-user and IT staff use. Friendly user service skills in a fast-paced environment to provide exceptional customer service. Ability to lift and move 30+ pounds on a routine basis. Strong desire to learn new technologies and solutions. WORK CONDITIONS: Ability to occasionally oversee evening or weekend functions, deployments, or performances. Sitting for extended periods of time. Ability to perform essential job functions with or without an accommodation. After-hours on-call support rotation is needed. TO APPLY: The Lyric Opera of Chicago is committed to enhancing our diverse work environment and is proud to be an equal opportunity employer. Lyric does not discriminate on the basis of race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, parental status, veteran status, or any other protected status under applicable laws. We encourage individuals of all backgrounds to apply.