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Dr. Phillips Center for the Performing Arts · 1 month ago

Help Desk Technician II

Dr. Phillips Center, 155 E ANDERSON ST, Orlando, Florida, United States of America

Full-time

Onsite

Entry, Mid Level

1+ years exp

Dr. Phillips Center for the Performing Arts is seeking a Help Desk Technician II to provide technical support for desktop hardware and software to end users. The role involves assisting with the installation and configuration of new systems and maintaining professional relationships with colleagues and clients.

AssociationHealth CareNon Profit

Responsibilities

Record, track, and document support requests in the help desk ticketing system

Assist in the installation and maintenance of all workstations, printers, and peripherals

Troubleshoot desktop hardware/software (MacOS/Windows)

Deliver both remote and onsite troubleshooting support for multiple systems

Diagnose and resolve issues with network hardware and wireless connectivity

Installation of new software and necessary service support

Perform operating system updates, upgrades and patches as needed

Provide support for printing and copying equipment

Provide support during Events and Performances

Assist with network wiring and technical setup for events, board conferences, and executive-level meetings

Responsible for maintaining accurate inventory levels and an organized work environment

Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values

Ability to manage time, prioritize tasks, and work independently or as part of a team

Provide real-time guidance to users, ensuring clear communication and a positive support experience. Maintain a customer-focused attitude with strong communication and professionalism

Ability to multitask, prioritize workload, and stay organized in a fast-paced environment. Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy

Maintain Dr. Phillips Center standards of customer service at all times

Able to effectively communicate in English in both written and oral forms

Other duties as assigned

Qualification

Technical support experienceCompTIA A+ certificationWindows/MacOS troubleshootingMS Excel proficiencyNetworking knowledgeInformation security conceptsCustomer service skillsCommunication skillsTime managementTeamwork

Required

Technical or associate's degree in a related field; or, in lieu of a degree, at least one year of technical support experience with CompTIA A+, Net+, or comparable certifications; or an equivalent combination of education and experience

2+ years utilizing MS Excel, MS PowerPoint, and SharePoint to create and manage infrastructure documentation

Strong knowledge of basic IT systems and concepts including OSI Layer Model, TCP/IP networking, Information security concepts, workstation management

Skilled in diagnosing and resolving issues related to wireless network performance and connectivity

Experience with Windows/MacOS/Android/iOS troubleshooting

Must have a working knowledge of the Apple operating system and Apple software

Familiarity with the Windows operating system and baseline level functions

Must be able to troubleshoot common computer issues (Internet connectivity, basic computer set-up, customization and preferences, software installation, various web browsers, etc.)

Basic knowledge of server hardware models and hardware monitoring tools

Basic knowledge of storage, database, networking, and server technologies

Ability to manage time, prioritize tasks, and work independently or as part of a team

Ability to multitask, prioritize workload, and stay organized in a fast-paced environment

Able to remain calm under pressure

Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy

Maintain Dr. Phillips Center standards of customer service at all times

Able to effectively communicate in English in both written and oral forms