Helpdesk Coordinator

Job Details

Job Location:

Peter Jay Sharp Building – Brooklyn, NY 11217

Position Type:
Full-Time

Salary: $56,160.00 per year

Job Category: IT

Brooklyn Academy of Music (BAM) is a multi‑disciplinary arts center located in Brooklyn, New York. With over 150 years of history, BAM is home to theater, dance, music, opera, film, and more, showcasing emerging artists and innovative modern masters.

• 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 senior IT staff and apply acquired skills within the scope of this role.

• Associate degree in Information Technology or equivalent experience, or demonstrated proficiency through prior IT internship or work experience.
• Familiarity with Windows and iOS operating systems and Microsoft Office applications.
• Ability to follow documented procedures accurately and consistently.
• Strong verbal and written communication and customer service skills.
• Ability to manage multiple open tickets reliably and simultaneously.
• Experience with ticketing systems.
• Exposure to Active Directory user account management.
• Familiarity with AV or conference room equipment.

The salary for this position is $56,160.00 per year. This role is represented by Local 2110 and will be paid in accordance with the BAM/UAW Local 2110 Collective Bargaining Agreement. The position is full‑time, non‑exempt, and eligible for benefits. BAM provides a comprehensive benefits package including medical, dental, vision, retirement plan options (401(k) and pension), and access to BAM programming.

Primarily office‑based across BAM's four‑building campus with the ability to work remotely as approved by the Associate Director of IT, Director of IT, or CTO. Expected to lift up to 60 pounds and move throughout facilities as required. On‑site at BAM 3+ days a week, with occasional hybrid days consistent with workload and departmental needs.

All candidates must complete an online application through BAM's website; phone calls, emails, or walk‑ins will not be accepted.

Internal applicants must apply through BAM's website by 5 PM Friday, July 24, 2026.

Employees will be considered for an interview if they meet all of the following criteria:

• Completed at least one year of continuous, active service in the current position (excluding temporary or probationary assignments).
• Meet the experience and skill requirements as outlined in the job post.
• Performed satisfactorily with no corrective actions in the last 12 months.

Brooklyn Academy of Music is an Equal Opportunity Employer. BAM recognizes that historic institutional practices have led to non‑inclusive environments and is working to address diversity and inclusion in all forms.