Technology Analyst

The Hobby Center for the Performing Arts•Houston, TX

1d•Hybrid

About The Position

The Technology Analyst is the Hobby Center’s primary frontline technology resource for employees, providing responsive, hands-on support across the campus. The onsite, staff-facing role supports day-to-day office and campus technology operations, including employee devices, Microsoft 365 and Entra, printers, meeting-room technology, shared workspaces, and other employee-facing systems. Working closely with the Technology Director, the analyst helps maintain secure, efficient, and well-documented systems while taking ownership of assigned work and escalating material risks or decisions when appropriate. The role combines end-user support, device provisioning, routine Microsoft Entra administration, basic network support, documentation, staff communications and training, technology policy support, and current initiatives involving AI implementation and SharePoint. Success requires proactive communication, disciplined documentation, sound judgment, visible in-person support, and follow-through through resolution or appropriate escalation. The position works general business hours, with some nights and weekends, and is based onsite in Downtown Houston with flexibility for occasional remote work.

Requirements

Three or more years of experience in IT support, desktop support, or technology operations, with demonstrated independence, sound judgment, and ability to manage assigned workstreams while escalating appropriately.
Experience supporting Microsoft 365 and Microsoft Entra ID, including user accounts, groups, licensing, multifactor authentication, and device-related access.
Hands-on experience provisioning, deploying, and supporting computers, mobile devices, printers, peripherals, docking stations, monitors, and conference room technology.
Working knowledge of iOS device enrollment, configuration, deployment, troubleshooting, and lifecycle administration.
Working knowledge of wired and wireless networking, TCP/IP, Meraki or UniFi environments, switch ports, VLANs, firewalls, and connectivity troubleshooting, including ability to complete approved changes under established standards.
Strong troubleshooting ability across Windows, macOS, hardware, software, printers, Microsoft 365 applications, browsers, network connectivity, and common employee-facing systems.
Experience using a ticketing system to document requests, troubleshooting steps, status updates, resolution notes, user communications, blockers, and escalation details.
Ability to write clear staff communications, instructions, SOPs, quick-reference guides, knowledge articles, change documentation, and user guidance.
Experience developing or delivering practical staff training, demonstrations, orientation, coaching, and adoption support.
Ability to work onsite and provide hands-on support throughout the campus, including offices, shared spaces, meeting rooms, event-adjacent areas, and technology storage or equipment areas.
Strong organization, prioritization, customer service, communication, judgment, attention to detail, and follow-through.
Ability to interpret technology policies and procedures, support compliance and change initiatives, analyze recurring issues, and implement approved process improvements.

Nice To Haves

Bachelor’s degree, technical program completion, industry certification, or equivalent practical experience.
CompTIA A+, Network+, Microsoft Fundamentals, or comparable certification.
Experience with endpoint management, Apple Business Manager, or mobile device management.
Experience supporting a nonprofit, performing arts organization, venue, hospitality environment, or live-event operation.
Basic familiarity with cybersecurity practices, Power Automate, audiovisual systems, access control, or camera systems.

Responsibilities

Serve as the first point of contact for employee technology assistance and provide responsive, service-focused support.
Prioritize, troubleshoot, document, update, and close support tickets, maintaining ownership through resolution and confirming employees can resume work.
Support Windows, macOS, iOS, Microsoft 365, Teams, Outlook, SharePoint, OneDrive, printers, conference room technology, and common business applications.
Provision, deploy, configure, and support desktops, laptops, mobile devices, and peripherals; complete onboarding and offboarding tasks using approved checklists.
Administer routine Microsoft Entra ID tasks, including user accounts, groups, licensing, multifactor authentication, and device-related access.
Support iOS device enrollment, configuration, deployment, and lifecycle administration; maintain asset, assignment, warranty, refresh, and checkout records.
Support office setups, workspace moves, device placement, printer access, docking stations, monitors, and conference room readiness.
Troubleshoot wired, wireless, VPN, and internet connectivity issues; support Meraki and UniFi environments and coordinate configuration changes with the Technology Director or MSP.
Configure or validate approved switch port, VLAN, and firewall changes under established standards, escalating when needed; perform cable tracing, patching, labeling, and physical organization as necessary.
Maintain and validate network diagrams, port records, equipment inventories, topology documentation, and operational records.
Own assigned staff-wide technology communications about outages, maintenance, system changes, new tools, required actions, and service updates.
Develop and deliver practical training, demonstrations, refreshers, new-hire technology orientation, coaching, and adoption support.
Create and maintain SOPs, technical procedures, quick-reference guides, configuration notes, knowledge articles, and SharePoint knowledge resources.
Document work performed, decisions, changes, open risks, and next steps; keep inventories, diagrams, checklists, vendor contacts, and operational records accurate and accessible.
Partner with the Technology Director to draft, review, publish, maintain, communicate, and apply technology policies, standards, and procedures; support education, acknowledgments, compliance tracking, and periodic reviews.
Support cybersecurity awareness, device lifecycle, data management, and modernization initiatives through documented tasks, user support, and follow-up.
Lead assigned AI implementation workstreams, including tool evaluation, pilot support, staff guidance, acceptable-use practices, documentation, and adoption materials.
Partner with departments on SharePoint rollout and adoption, including site structure, document libraries, permissions, naming standards, migration support, governance, and user guidance.
Own communication and documentation for assigned technology changes from planning through implementation, including impacts, risks, required actions, user guidance, and follow-up.
Analyze recurring issues, recommend practical process improvements, and help implement approved changes with clear documentation and staff communication.
Coordinate routine support requests with vendors, consultants, and service providers as directed, providing diagnostic information for escalations.
Assist with purchasing, receiving, inventory updates, warranties, renewals, and software licensing records; maintain organized vendor contacts, service records, contracts, and support information.
Perform other responsibilities as needed to meet organizational goals and employee strengths.