Technical Support Specialist - Level I

The Metropolitan Opera • New York, NY

1d • $50,000 - $60,000 • Onsite

About The Position

The IT Support Specialist provides first line technical support for desktop systems, software applications, peripherals, and end users across the organization. This role supports day-to-day IT operations by troubleshooting hardware and software issues, delivering responsive customer service, and assisting onsite and remote users. The ideal candidate is organized, service-oriented, and communicates effectively with both technical and non-technical users in a fast-paced environment.

Requirements

• Minimum of two (2) years of experience in a Help Desk, desktop support, or technical support role.
• Hands-on experience supporting Windows operating systems, Microsoft Office Suite, desktop hardware, and common peripherals.
• Experience with Help Desk ticketing systems and service request management.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent technical training or accredited certification programs will also be considered.
• Familiarity with Mac OS environments and mobile device support preferred.
• Basic knowledge of phone systems, remote support tools, and networking concepts is a plus.
• Strong troubleshooting, problem-solving, and organizational skills.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
• Demonstrated commitment to customer service and user support.
• Ability to work independently and collaboratively within a team environment.
• Attention to detail and ability to maintain accurate documentation and inventory records.

Responsibilities

• Provide comprehensive day-to-day technical support for PCs, Macs, printers, peripherals, mobile devices, and standard business applications.
• Deliver responsive onsite and remote support to internal staff and off-site users, ensuring minimal disruption to daily operations.
• Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and user access issues in a timely and customer-focused manner.
• Communicate clearly and professionally with users via phone, email, and in person to identify issues and provide effective technical solutions.
• Manage Help Desk requests by accurately documenting, prioritizing, tracking, and resolving support tickets within established service expectations.
• Monitor and follow up on open support requests to ensure complete resolution and a high level of user satisfaction.
• Assist with the administration, maintenance, and troubleshooting of the organization’s phone and communication systems.
• Maintain accurate inventory records for hardware, software, licenses, and IT assets, including deployments and replacements.
• Support workstation configuration, equipment installations, system upgrades, imaging, and device deployments.
• Coordinate with department managers on IT-related administrative tasks, documentation, vendor communications, and operational support activities.
• Contribute to departmental technology initiatives, operational improvements, and special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree