I.T. Helpdesk Technician

Seattle Rep•Seattle, WA

2d•Onsite

About The Position

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 Business Operations team, whose function is to provide a reliable and productive computing environment for employees and other theater constituents, including maintenance and improvement of physical server and network infrastructure, computer equipment, cybersecurity posture, and usage of cloud-based software and services. Seattle Rep is engaged in a resource-sharing initiative with Seattle Children’s Theatre (SCT) 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 Seattle Rep, although assigned tasks and responsibilities may span across both theaters, which are about a 10-minute walk apart on the Seattle Center campus. 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. This position is a primarily on-site role, with remote or hybrid work dependent upon Seattle Rep’s currently established Hybrid Work Policy. Because of Seattle Rep’s performance calendar, activity in the theater building regularly extends into evening hours, and the ideal candidate for this role will work a schedule that provides I.T. support closer to performance start times (beginning at 10am-11am and ending work at 6pm-7pm). Further details of work scheduling will be developed with the Business Operations team and are subject to the position’s responsibilities and organization’s requirements over time.

Requirements

Bachelor's degree or equivalent experience
Two to four years of hands-on technical experience (or educational equivalent) and a desire to grow professional skills
Desktop support (Windows, Mac)
Mobile devices (iOS, Android)
Microsoft 365 applications and administration, particularly SharePoint/OneDrive
Familiarity with Windows Server
Cybersecurity and antivirus solutions
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

Nice To Haves

Genuine interest in the performing arts and the work of producing non-profit theater
Cloud solutions (Azure/AWS)
Local and cloud backup solutions
Network maintenance (IP routing/switching, firewalls)

Responsibilities

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
Support cybersecurity posture and resources, including incident identification, mitigation, and resolution, and security awareness training and simulated attack campaigns
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
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 Business Operations, Finance, HR, Facilities, and other teams across the theaters to support daily work, projects, and initiatives
Add constructively to the collaborative and collegial health of Seattle Rep and Seattle Children’s Theatre
Add actively and constructively to the EDI (equity, diversity & inclusion) work of the two organizations
Engage with and strive to embody Seattle Rep’s and SCT’s missions, visions, and values in all aspects of work