IT Help Desk Technician II

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Full-Time, Hourly New York, NY, US

Salary Range: $33.65 To $38.46 Hourly

The mission of Jazz at Lincoln Center is to entertain, enrich and expand a global community for jazz through performance, education, and advocacy.

We believe jazz is a metaphor for Democracy. Because jazz is improvisational, it celebrates personal freedom and encourages individual expression. Because jazz is swinging, it dedicates that freedom to finding and maintaining common ground with others. Because jazz is rooted in the blues, it inspires us to face adversity with persistent optimism.

Jazz is one of America’s most profound and enduring cultural contributions, inseparable from the story of this country, its history, its struggles, its democratic ideals, and its continuing evolution. We are stewards of that legacy. The three pillars of our work—
performance ,
education , and advocacy —are one mission expressed three ways, each reinforcing and requiring the other two. You cannot perform without honoring the history that gives the music meaning. You cannot educate without the conviction that what you are teaching deserves to outlast you. You cannot advocate without the lived experience of the art itself. We look for people who feel that wholeness in full, across all three pillars.

The IT Help Desk Technician II serves as an advanced technical resource within the IT support team, responsible for resolving escalated technical issues that require deeper troubleshooting and analysis. This individual plays a critical role in ensuring the stability, security, and performance of desktop systems, applications, hardware, and network connectivity from our administrative offices at Columbus Circle to our world‑class venue, in Fredrick P.

Rose Hall.

This role demands strong technical expertise paired with the patience and clarity to diplomatically walk a non‑technical user through a technical fix. You will work collaboratively with internal departments, vendors, and senior IT staff to identify root causes, implement long‑term solutions, and improve support processes and documentation.

In addition to daily operational support, this role contributes to IT projects, system rollouts, user training initiatives, and knowledge base development to enhance organizational efficiency and improve the overall end‑user experience. When the orchestra takes the stage at Rose Theater or a livestream reaches a global audience, the technology behind it has to work. This role’s contributions to IT projects, system rollouts, training, and documentation directly support the audience and business partner experience of the world’s premier jazz organization.

• Provide advanced troubleshooting and technical support for hardware, software, operating systems, printers, mobile devices, conferencing systems, and network‑related issues.
• Respond to and resolve escalated support tickets from level one technician while ensuring timely communication, documentation, and follow‑up with end users.
• Diagnose and resolve complex technical problems involving user accounts, permissions, Active Directory, Microsoft 365, networking, VPN connectivity, file access, and endpoint management.
• Analyze system and network performance issues by reviewing logs, running diagnostic tools, and identifying root causes of recurring technical problems.
• Support onboarding and offboarding processes, including workstation setup, account provisioning, hardware deployment, software installation, and access management.
• Maintain enterprise technology…