Full-time Help Desk Technician

Houston Ballet Company; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Healthcare Benefits

403(b) Retirement Plan with 5% annual

Paid Time Off (3 weeks)

Professional Development

Discounts & Perks

Wellness Programs

Job summary

Houston Ballet is seeking an experienced Help Desk Specialist to provide end-user IT support across staff, by phone, email, remote access, and on-site visits. You will manage devices, software, and network connectivity, document work, and collaborate with the Service Desk team.

The role offers strong team interaction, potential after-hours coverage, and a focus on excellent customer service. Required are familiarity with Windows 11, Microsoft 365, basic AD, and ticketing tools; attention to

Qualifications

• Experience with Windows 11, Microsoft Office Suite and Microsoft 365.
• Basic understanding of desktop network connectivity (wired/wireless).
• Familiarity with AD administration, imaging computers, and OS deployment.
• Strong troubleshooting, documentation, and customer data protection practices.
• Ability to work in a team and independently with a positive attitude.

Responsibilities

• Monitor Help Desk tickets and respond within SLA.
• Install and maintain computer equipment, printers, phones, and peripherals.
• Install and maintain software and provide basic IT troubleshooting.
• Manage hardware/software inventory and provide weekly status reports.
• Support staff and cover after-hours or offsite events when needed.

Skills

Customer support

Team collaboration

Communication

Documentation

Problem solving

Tools

Windows 11

Microsoft Office Suite

Microsoft 365

AI

VOIP

Active Directory (AD)

Job description

Come work with us at Houston Ballet!Join a leading nonprofit arts organization that’s redefining what ballet can be. We’re committed to inspiring a lasting love of dance through nationally recognized bold performances, new choreography, and education programs. At Houston Ballet, your creativity meets purpose—and your passion takes center stage. Whether on stage or behind the scenes, every role here contributes to something bigger.Your Passion. Our Stage.Visit: www.houstonballet.org for more information.* * * For full consideration, please be sure to combine your resume and cover letter into one document to upload when you apply.Summary:In the Help Desk I role, you'll provide exceptional customer support to staff while providing technical support by phone, email, remote services, and onsite visits for our users. In this role, you will be responsible for supporting all users approved devices, approved software, network connectivity, communicating with users, working with a team on the Service desk, some server administration and documenting work performed.Essential Duties and Responsibilities:Monitor Help Desk tickets and respond to them within Service Level Agreement (SLA).Install and maintain the organization's computer equipment, printers, phones, and peripherals.Install and maintain the organization's Software and provide basic IT troubleshooting.Maintain and Refresh Hardware and Software InventoryProvide a weekly desk status report on all work performed and follow all processes to ensure service delivery consistency and customer satisfaction.Provide assistance to other team members and be flexible on temporary schedule changes and offsite event coverages.Provide Excellent support for the staff and have a great attitude and work ethic in all customer interactions.Flexibility to provide occasional coverage for after-hours events, or offsite events coverage.Qualifications:Experience with Windows 11, Microsoft Office Suite, Microsoft 365, AI, VOIP.Have a basic understanding of network connectivity at the desktop level, including wired and wireless Ethernet.Have a basic understanding of AD (Active Directory) administration, imaging computers and/or loading the OS (Operating System) on new computers.Demonstrate an appropriate, methodical approach to troubleshooting problems.Demonstrate a knowledge or awareness of proper procedures for protecting customer data from loss under a variety of circumstances.Be able to type and demonstrate personal organizational skills.Be able to use a ticketing tool or have basic experience with spreadsheets to document work.Be able to use e-mail and phone communications to clearly, effectively, and professionally communicate both with customers and internally.Professional in appearance and demeanor.Demonstrate a positive attitude toward end users and empathy toward the end user's situation.Possess the ability to work in a team environment but also show the ability to work independently when necessary.Demonstrate resourcefulness in troubleshooting problems but understanding at the same time when seeking help.Possess an open-minded attitude toward different types of computer systems (ie., Windows, Apple, Google, etc.).Must be detail-oriented with the ability to balance the need for detail with the need to get the job done in a reasonable time. Also, show the ability to document tickets concisely, providing complete documentation without using too many words.Good attendance record.Minimum 2+ years IT experience preferred; at least 1 year required.A+, Network+, Microsoft,or other industry certifications are preferable, but not required.BenefitsHouston Ballet presents an enticing benefits package for eligible full-time employees, including:Healthcare Benefits: Embrace our comprehensive coverage for medical, dental, and vision care. Choose from plans with low-cost or zero monthly premiums, complemented by provisions for paid life and AD&D insurance, and versatile spending accounts.Retirement Plan: Secure your future through our 403(b) plan, bolstered by a substantial 5% annual contribution from Houston Ballet, empowering you to save and thrive.Paid Time Off: Embrace a healthy work-life balance with 3 weeks of paid vacation, 10 paid sick days, and 10 paid holidays. Paid parental leave is also available to support your personal milestones.Professional Development: Fuel your career ambition with access to online training and professional growth resources specific to arts management, empowering you to advance your career on your terms.Discounts and Perks: Immerse yourself in the vibrant Houston performing arts scene with discounted and complimentary tickets to captivating ballet performances and other Houston theater district venues. Enjoy exclusive partnerships with local businesses and eateries for unforgettable experiences.Wellness Programs: Prioritize your well-being with access to our on-site gym and counseling services through our employee assistance plan, providing comprehensive support for your physical and mental wellness.Inclusion, Diversity, Equity and Access StatementHouston Ballet is dedicated to creating meaningful change by cultivating a space that honors what is unique in all of us. Inclusion, Diversity, Equity, and Access (IDEA) are instrumental in the fulfillment of our mission and values. We recognize our responsibility to be an inclusive and open organization for students, artists, staff, trustees, and volunteers of all backgrounds.We are an Equal Opportunity Employer. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Join us, together we are Houston Ballet.Core ValuesOur shared values are essential to our success as a world-class ballet company and academy. These values guide our decisions and behaviors and shape our culture.EXCELLENCE: We are passionate about results. Our programs are recognized and awarded for excellence. We are committed to delivering quality programs at the highest standard. Work in all departments matches the caliber of the programming on stage.ENGAGED: We are proud to be a part of a company that produces art and trains artists. We attend performances and are tremendous advocates for the education and community engagement programs we offer. We are all in and well-versed in the mission of Houston Ballet.DRIVEN: We are driven to take goals and run with them. We are excited to deliver results beyond expectations. We are accountable for our actions and work. We reinvent Standard Operations Procedures, leaving our jobs better than we found them. Much of our work product becomes the standard for individuals who will fill our roles in the years to come.COLLABORATIVE: We unite around Houston Ballets mission and support each other in reaching goals. We share information widely and generously and treat our team members, customers, and patrons with respect and sensitivity. We embrace inclusion, diversity, equity, and access. We recognize our responsibility to be an open, welcoming, and anti-racist organization where students, artists, staff, trustees, and volunteers of all backgrounds collaboratively learn, work and serve. We nurture the growth and understanding of how each of us fits into the larger picture and we celebrate organizational achievements.PATRON-CENTERED: Our patrons (subscribers/supporters/donors/stakeholders) are at the center of all we do and are at the top of our minds in our decisions and actions. Our patrons are delighted by the excellent customer service they receive at every interaction at Houston Ballet.