Help Desk Technician

Job Details

Job Location:

Houston Ballet
- Headquarters
- Houston, TX 77002

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.

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.

• 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 Inventory
• Provide 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.

• 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.

• 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:
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