IT Help Desk Technician II - Hybrid Support Pro

Jazz at Lincoln Center; New York, Northern (NY, KY); Hybrid; USD 70,000 - 80,000; Full time

Job summary

Jazz at Lincoln Center is seeking an IT Help Desk Technician II to support desktop systems, applications, hardware, and network connectivity from the Columbus Circle offices to the Rose Hall venue. The role requires deep technical expertise and strong communication to guide non‑technical users through fixes.

You will handle escalated tickets, assist with system rollouts, user training, and documentation improvements, ensuring reliable access for staff during performances and live events.

Qualifications

• Associate’s or Bachelor’s degree in IT, CS, or related field or equivalent experience.
• 3–5 years in Help Desk/Desktop Support roles.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Microsoft 365, Active Directory, Exchange, endpoint management, VPN, and business apps.
• Understanding of TCP/IP, DNS, DHCP, Wi‑Fi, and network troubleshooting.

Responsibilities

• Provide advanced troubleshooting for hardware, software, printers, and networks.
• Handle escalated tickets with clear communication and follow‑up.
• Diagnose complex problems with user accounts, AD, VPN, and file access.
• Analyze performance issues using logs and diagnostics.
• Support onboarding/offboarding: workstation setup, provisioning, access control.
• Maintain desktops, AV systems, printers, wireless and remote access tools.
• Create and maintain technical docs and SOPs for consistency.
• Educate users on software, collaboration tools, cybersecurity, and best practices.
• Identify recurring issues and suggest process improvements and automation.
• Log incidents, steps taken, resolutions, assets, and changes in the ITSM system.
• Troubleshoot conference room AV and connectivity for events.

Skills

Windows/macOS familiarity

Microsoft 365 support

Active Directory

VPN troubleshooting

Ticketing systems

End-user training

Education

Associate's or Bachelor's in IT or related field

Tools

IT asset management

Remote support tools

Job description

Jazz at Lincoln Center is seeking an IT Help Desk Technician II to support desktop systems, applications, hardware, and network connectivity from the Columbus Circle offices to the Rose Hall venue. The role requires deep technical expertise and strong communication to guide non‑technical users through fixes.

You will handle escalated tickets, assist with system rollouts, user training, and documentation improvements, ensuring reliable access for staff during performances and live events.