Coordinator, Help Desk

Sundance Institute; Boulder (CO); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health, vision, dental insurance

25 paid Institute holidays + vacation

Paid sick leave

Employee Wellness initiatives

401(k) with 3% employer contribution

Sundance Film Festival passes

Job summary

Sundance Institute is seeking a Coordinator, Help Desk to deliver rapid end-user support and coordinate hardware/software needs at a hybrid onsite role in the Boulder, CO area. The position includes travel to Sundance events and onsite support during the festival.

Responsibilities include setting up workstations, managing Google Drive access, software updates, and training, with on-call hours and the possibility of remote work at times.

Qualifications

• 2 years of experience configuring and administering Mac/PC mixed environment.
• Valid driver’s license and successful completion of MVR background check.
• Great customer support skills and the ability to explain complex technical issues in easy to understand terms.
• Ability to de-escalate tense situations and upset end-users.
• Ability to work autonomously and in a team environment.
• Experience with network switches, network cabling, configuration and troubleshooting of network printers and copiers.
• Knowledge of Google Apps for business, including Gmail, Docs, Sheets, and Slides.
• Outstanding verbal, written, and interpersonal communication skills required to work effectively with a wide variety of people.
• Excellent organizational skills with the ability to multitask.
• Experience with video conference, audiovisual equipment, and projectors preferred.
• Experience with Help Desk issue tracking software preferred.
• Legal authorization to work in the United States.

Responsibilities

• Provide rapid response for end-user support and coordinate hardware/software needs via ticketing, calls and emails.
• Provide critical onsite support during Sundance Film Festival.
• Set up, configure, and test new employee workstations; conduct tech orientations and ongoing training.
• Manage access to files in Google Drive and Shared Drives; administer software updates and patches.
• Maintain printers, replace toner, and manage loaned hardware; coordinate inventory and checkout/checkin.
• Install and manage Zoom and Slack; ensure phone provisioning and video conferencing capabilities.
• Travel to Festival and other worksites for setup and support; respond to onsite tech issues as needed.

Skills

Customer support

Communication skills

Teamwork

De-escalation

Autonomy

Mac/PC administration

Google Apps (G Suite)

Technical troubleshooting

On-site hardware support

Tools

Zoom

Slack

Google Apps

G Suite

Ticketing software

Job description

About the job

POSITION OVERVIEW

The Coordinator, Help Desk is charged with providing rapid response for end-user support and coordinating hardware and software needs through ticketing, calls, and emails.

Working closely under the direction of the Manager, Help Desk, the Coordinator will also provide critical onsite support during the Sundance Film Festival.

This full-time position is based within the greater Boulder, CO area in order to work onsite in a hybrid capacity throughout the year. There will be ample opportunity for work to be performed remotely. This role works extended hours, including mornings, evenings, and weekends at key points to support an on-call rotation as assigned. The ability to move items up to 50 lbs and travel between worksites and other locations to respond to onsite tech issues is also required. Travel to other Institute offices and events will also be required.

Sundance Institute is a unionized workforce and this position is in the bargaining unit.

• Top priorities include but are not limited to Resolving tier 1 and tier 2 end-user support within 24 hours or as soon as possible, escalating as necessary.
• Tier 1 tasks could include account creation, password resets, hardware setup assistance, and basic troubleshooting.
• Tier 2 tasks could include remoting into a user’s computer to apply fixes and updates, assigning applicable licenses to an end user, or making adjustments to an end user’s account, or assisting in application management.
• Administering Windows OS, MacOS, software application updates and patches as assigned.
• Administering access to files, within Google Drive, Shared Drive, and other resources using file/folder permissions.
• Maintaining printers by replacing toner, clearing jams, and proactively ordering replacement toner.
• Installing and managing communication platforms such as Zoom and Slack to ensure end users phone provisioning, video conferencing capabilities, and ability to use chat functions.
• Setting up, configuring, and testing all new employee workstations prior to their first day of work.
• Conducting new employee tech orientations and ongoing training of systems and equipment as necessary.
• Traveling to the Festival and other event worksites for setup and support as needed.
• Creating and maintaining end-user Google G Suite Apps.
• Tracking and organizing hardware and software inventory and coordinating loaned hardware checkout and checkin, ensuring adherence to all procedures.
• Performing equipment repair of laptops, memory replacement, battery replacement, hard drive replacement as needed.

• You have the following direct or transferable skill sets:2 years of experience configuring and administering Mac/PC mixed environment of computer equipment and mobile devices.
• Valid driver’s license and successful completion of MVR background check.
• Great customer support skills and the ability to explain complex technical issues in easy to understand terms.
• Ability to de-escalate tense situations and upset end-users.
• Ability to work autonomously and in a team environment.
• Experience with network switches, network cabling, configuration and troubleshooting of network printers and copiers.
• Knowledge of Google Apps for business, including Gmail, Docs, Sheets, and Slides.
• Outstanding verbal, written, and interpersonal communication skills required to work effectively with a wide variety of people.
• Excellent organizational skills with the ability to multitask.
• Experience with video conference, audiovisual equipment, and projectors preferred.
• Experience with Help Desk issue tracking software preferred.
• Legal authorization to work in the United States.

• You will be successful in this role if you...Have a good understanding of hardware and software installation and a desire to learn.
• Demonstrate the ability to work well in a team environment and communicate effectively across the department.
• Provide end-user support by efficiently resolving tier 1 and 2 help desk requests.

• In addition to an hourly pay of $20.32 to $25.00*, this position** is eligible for our comprehensive benefits package, highlights include:Health, vision, and dental insurance
• 25 paid Institute holidays plus accrued vacation time
• Paid sick, family, and medical leave
• Employee Wellness initiatives
• 401(k) with automatic 3% employer contribution after one year of employment
• Sundance Film Festival passes and benefits (varies each year)

*Final rate of pay is determined based on the applicant's geographic location, relevant experience and skills, and internal equity among similar positions within our organization.