IT Support Specialist

Job Summary

The IT Support Specialist provides on-site and remote end-user support, troubleshoots hardware, software, VOIP, and mobile device issues; configures and installs desktops, laptops, and related equipment; manages OS updates, Cybersecurity tools, and coordinates schedules for in-person or remote repairs including after-hours availability during performances.

Position 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.
• Aid 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