IT Support Specialist
About The Position
Under the direction of the Information Technology Manager, the IT Support Specialist serves as a key member of the IT department responsible for the support, maintenance, and administration of technology infrastructure across the AT&T Performing Arts Center. This role goes beyond front-line helpdesk support to encompass network and infrastructure administration, procurement and vendor coordination, security compliance, and systems analysis across a dynamic, multi-venue performing arts environment. This position requires a detail-oriented, highly organized team player with excellent interpersonal skills who works seamlessly and efficiently with ATTPAC staff, visiting production companies, and end-users. The IT Support Specialist must thrive in a fast-paced, ever-changing environment, work autonomously with sound independent judgment, and demonstrate a positive attitude toward the position and the Center’s Core Values. Flexibility, including some evenings, weekends, and on-call availability, is required.
Requirements
- Bachelor’s Degree and/or equivalent training, certifications, experience in computer systems and IT support
- Experience supporting PCs/Macs and troubleshooting computer hardware, printers, mobile devices, and related equipment; prior helpdesk or front-line IT support experience including remote support tools
- Familiarity with network components including switches, firewalls, servers, printers, VOIP phone systems, wireless access points and Cloud controllers
- Proficiency with Microsoft 365 and Exchange, Active Directory, Microsoft Teams and SIEM platforms; server and Hyper-V experience a plus
- Familiarity with AI productivity tools such as Microsoft Copilot and Claude (Anthropic); knowledge of IT security best practices
- Familiarity with the following applications is a plus: Trello, Smartsheet, PDQ Connect, PDQ Deploy, TeamViewer, SentinelOne, and VPN client management
- Strong multi-tasking, organizational, and problem-solving skills; excellent verbal and listening skills with the ability to work well under pressure
- Ability to work a flexible schedule including some evenings, weekends, and holidays
Nice To Haves
- Server and Hyper-V experience
- Familiarity with the following applications is a plus: Trello, Smartsheet, PDQ Connect, PDQ Deploy, TeamViewer, SentinelOne, and VPN client management
Responsibilities
- Provide on-site and remote end-user support, troubleshooting hardware, software, VOIP, and mobile device issues; configuring and installing desktops, laptops, and related equipment; managing OS updates, Cybersecurity tools, and coordinating schedules for in-person or remote repairs including after-hours availability during performances
- First point of contact for IT support requests. Manage tickets from intake to resolution. Maintain accurate records of incidents, projects, procurement requests, and resolutions to identify trends and drive improvements. Clearly communicate with end users throughout the support process.
- Assist with network switches, firewalls, and wireless controllers across all Center buildings and the outer campus; perform network troubleshooting including re-terminating drops, diagnosing fiber runs, and supporting wireless infrastructure deployments
- Support cybersecurity initiatives including security assessments, compliance reviews, insurance questionnaire coordination, and incident response; ensure IT systems adhere to security policies and data protection standards
- Coordinate IT projects and maintenance items from inception to completion tracking open tickets, milestones, and deadlines; creating and maintaining system documentation including manuals, diagrams, and workflows; analyzing existing processes to identify inefficiencies and areas for improvement
- Demonstrate working familiarity with AI productivity tools including Microsoft Copilot and Claude (Anthropic); support staff adoption of approved AI tools in accordance with Center policy and stay current on emerging technologies relevant to performing arts operations
- Ensure Center’s core values are being adhered to; assume other technology-related duties as assigned by the IT Manager or VP of Information Technology
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
