Helpdesk Coordinator

INTERNAL CANDIDATES ONLY!!

Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York. For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas-engaging both global and local communities. With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.

BAM is seeking a Helpdesk Coordinator to provide first-level technical support to BAM staff under regular supervision. The Helpdesk Coordinator resolves routine, well-defined support requests and assists the Desktop Analyst with hardware and software tasks. This role handles a defined and narrow scope of end-user issues and escalates anything outside that scope to the Desktop Analyst. The Helpdesk Coordinator is not expected to independently diagnose complex issues, support infrastructure, or operate on non-routine problems.

Essential Duties and Responsibilities

* Respond to and resolve Tier 1 end-user support requests including password resets, software access issues, peripheral connectivity, and basic hardware problems using established procedures and known solutions.

* Accurately log all tickets, updates, and resolutions in the IT ticketing system.

* Escalate tickets requiring analysis, judgment, or infrastructure involvement to the Desktop Analyst in a timely manner with sufficient documentation of the issue and steps already taken.

* Assist the Desktop Analyst with hardware setup, configuration, and deployment of devices.

* Assist with conference room and AV equipment setup and basic troubleshooting using established procedures.

* Replenish printer consumables including toner and paper, in coordination with Desktop Analyst or IT Junior Generalist

* Maintain service records and update inventory as directed.

* Adhere to all IT policies, procedures, and security guidelines.

* Provide courteous, professional communication to end users throughout the support process.

* Assist end-users with basic office productivity application questions.

* Support IT staff with general logistics including equipment moves and staging.

* Participate in knowledge sharing and development activities offered by more senior IT staff, including supervised hands-on work and structured learning opportunities; apply skills gained through these activities within the defined scope of this role.