Helpdesk Technician

Title: Helpdesk Technician Department: Information Technology Reports to: Helpdesk Manager Summary: The Helpdesk Technician is part of a team that is responsible for providing phone, in person and remote support for The Philadelphia Orchestra, The Kimmel Center, and Ticket Philadelphia. This position will serve as the first contact for those who need technical assistance and is also responsible for performing troubleshooting, diagnosing and resolving hardware and/or software issues.

Essential Functions

Active Directory work to create and maintain new users. Basic administration of Windows Basic administration of Office 365. Basic Phone administration for adds, moves and changes. Works with outsourced network printer support vendor to maintain network printers. Identifies, researches, and resolves basic PC and phone-related technical problems.

Responds to helpdesk requests for technical support. Tracks and monitors technical problems to ensure a timely resolution. Keeps electronic logs/documentation of work. Facilitates office moves for PC equipment. Complete assigned projects. Education/Experience: Bachelor's degree and one year work experience, or equivalent combination of education/training and experience.

IT certification for RedHat, Cisco or Microsoft and any experience with Cisco Call Manager (UCCM) and Contact Center (UCCX) phone systems a plus. Knowledge/Skills/Abilities: System administration Knowledge of Windows operating system. General understanding of client/server applications. Desktop administration and Help Desk Knowledge of current Windows Desktop and Server Products Knowledge of current Microsoft Office/365 products.

Strong customer services and problem resolution skills. General Strong interpersonal skills. High degree of organization. Able to work as part of a team. Working Conditions/Physical Demands: Employee should be able to lift computer equipment. The employee may be required to perform the essential functions of the job during evening and/or weekend hours.

Employee will be required to be on-call for weekend and weeknights.