Desktop Support Technician

THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London’s West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards. At The John Gore Organization, a diverse, inclusive, and equitable workplace is one where all employees feel valued and respected, and all voices are valued and heard. We are committed to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion. Summary This is a staff position within the IT Group accountable for ensuring support and repair of computer system services for computer users by providing technical expertise, assistance, and project coordination necessary to install computer software products, modify/repair hardware and resolve technical issues. Duties and Responsibilities Diagnose, repair, and support hardware and software problems and issues Assure continuity of computer systems for all system users Repair hardware as necessary and work closely with service vendors to ensure continuity of service Be well organized and detail oriented and be able to multi-task and manage time effectively Work “On-Call” on a rotating basis, as assigned by manager Meet requirements for attendance and punctuality Work overtime as needed Stay abreast of the latest developments in IT technology Recommend upgrades and changes in software and hardware to improve performance when needed Assist Level 2 team when required Be able to provide effective support to both PC and Mac users Knowledge and troubleshooting of IP phone systems Implement and maintain IT security policies and confidentiality Perform other duties as assigned by manager Competencies To perform the job successfully, an individual should demonstrate the following competencies: Experience with MS Office 365 Strong working knowledge of Active Directory Strong interpersonal skills Ability to work without supervision Creative thinker Good time management skills Knowledge of Exchange Management Knowledge of Powershell (Not required but a Plus) Experience with Azure (Not required but a Plus) Education and/or Experience Associate degree in computer science or equivalent experience Two or more years experience as a computer specialist or Helpdesk Technician In depth knowledge of both PC and Mac operating systems Communication Skills Communicate in non-technical terms to an end user. Update tickets with detailed descriptions on actions taken to resolve issues. Show patience and empathy with colleagues. Critical Thinking Finding creative, out of the box solutions, for difficult issues. Certificates, Licenses, Registrations A+ Certification Network+ Certification (Not required but a Plus) Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to: Meet physical demands of the position (Including, but not limited to, the ability to lift and handle up to 45 pounds, bend, stoop, and stretch as required for placement and retrieval of equipment) Acknowledgement The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor. We offer competitive compensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Job Type: Full-time Pay: $27.00 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance Schedule: 8 hour shift Monday to Friday Experience: Customer support: 1 year (Preferred) iOS: 1 year (Preferred) Windows: 1 year (Preferred) Ability to Commute: New York, NY 10019 (Required) Ability to Relocate: New York, NY 10019: Relocate before starting work (Required) Work Location: Hybrid remote in New York, NY 10019