IT Help Desk Technician II

About Jazz At Lincoln Center

The mission of Jazz at Lincoln Center is to entertain, enrich and expand a global community for jazz through performance, education, and advocacy. We believe jazz is a metaphor for Democracy.

Position Description

The IT Help Desk Technician II serves as an advanced technical resource within the IT support team, responsible for resolving escalated technical issues that require deeper troubleshooting and analysis. This individual plays a critical role in ensuring the stability, security, and performance of desktop systems, applications, hardware, and network connectivity from our administrative offices at Columbus Circle to our world-class venue, in Fredrick P. Rose Hall.

Key Responsibilities

• Provide advanced troubleshooting and technical support for hardware, software, operating systems, printers, mobile devices, conferencing systems, and network-related issues.
• Respond to and resolve escalated support tickets from level one technician while ensuring timely communication, documentation, and follow-up with end users.
• Analyze system and network performance issues by reviewing logs, running diagnostic tools, and identifying root causes of recurring technical problems.
• Support onboarding and offboarding processes, including workstation setup, account provisioning, hardware deployment, software installation, and access management.
• Maintain enterprise technology infrastructure, including desktops, laptops, AV systems, printers, wireless connectivity, and remote access tools.
• Collaborate with senior IT staff and external vendors on system upgrades, deployments, maintenance activities, and special technology projects.
• Develop, maintain, and improve technical documentation, standard operating procedures, and internal knowledge base articles to support consistent service delivery.
• Provide user guidance and training on software applications, collaboration tools, cybersecurity awareness, and IT best practices.
• Monitor recurring issues and recommend process improvements, automation opportunities, and technology enhancements to improve operational efficiency and reduce support volume.
• Accurately record incidents, troubleshooting steps, resolutions, asset inventory, and system changes within the IT service management platform.
• Troubleshoot AV and connectivity for conference rooms, live events, and organizational meetings.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent professional experience.
• Minimum of 3-5 years of experience in Help Desk, Desktop Support, or Technical Support roles.
• Strong knowledge of Microsoft Windows and macOS operating systems.
• Experience supporting Microsoft 365, Active Directory, Exchange, endpoint management tools, VPN technologies, and common business applications.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.
• Experience with ticketing systems, remote support tools, and IT asset management platforms.
• Ability to troubleshoot hardware, software, and peripheral issues independently and efficiently.
• Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment.
• Excellent verbal and written communication skills with a strong customer-service mindset.
• Ability to maintain confidentiality, exercise discretion, and work collaboratively across departments.

Preferred Experience

• Supporting conference room technology, audiovisual systems, or live event environments is a plus.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or Apple certifications are a plus.