Coordinator, Help Desk

At Sundance Institute, the Help Desk team keeps end-user technology running smoothly by responding quickly to day-to-day questions and coordinating hardware and software needs. As the Coordinator, Help Desk, you will support users through ticketing, calls, and email, while also providing onsite coverage during the Sundance Film Festival. This full-time role is hybrid, based within the greater Salt Lake City area, with remote work available as needed.

What you’ll do

• Provide rapid end-user support and coordinate hardware and software needs through ticketing, calls, and emails.
• Work under the direction of the Manager, Help Desk.
• Resolve tier 1 and tier 2 end-user support requests within 24 hours or as soon as possible, escalating when necessary.
• Administer Windows OS and MacOS, including assigned software updates and patches.
• Manage access to files and resources using Google Drive, Shared Drive, and other permission-based systems.
• Maintain printers by replacing toner, clearing jams, and proactively ordering replacement toner.
• Set up and manage communication platforms such as Zoom and Slack, including end-user phone provisioning, video conferencing access, and chat functionality.
• Set up, configure, and test new employee workstations prior to their first day.
• Conduct new employee tech orientations and provide ongoing training on systems and equipment as needed.
• Travel to the Festival and other event worksites to support setup and onsite needs.
• Create and maintain end-user Google G Suite Apps.
• Track and organize hardware and software inventory, coordinating loaned hardware checkout and check-in while following procedures.
• Perform equipment repairs as needed, including laptops, memory, battery, and hard drive replacements.

Required experience and skills

• 2 years of experience configuring and administering a Mac/PC mixed environment of computer equipment and mobile devices.
• Valid driver’s license and successful completion of an MVR background check.
• Strong customer support skills, with the ability to explain complex technical issues in easy-to-understand terms.
• Ability to de-escalate tense situations and upset end-users.
• Ability to work autonomously and in a team environment.
• Experience with network switches, network cabling, and troubleshooting network printers and copiers.
• Knowledge of Google Apps for business, including Gmail, Docs, Sheets, and Slides.
• Outstanding verbal, written, and interpersonal communication skills.
• Excellent organization with the ability to multitask.
• Legal authorization to work in the United States.

Preferred

• Experience with video conference, audiovisual equipment, and projectors.
• Experience with help desk issue tracking software.

Tools and technologies

• Windows OS, MacOS
• Google Drive, Shared Drive
• Zoom, Slack
• Google G Suite Apps and Google Apps for business (including Gmail, Docs, Sheets, Slides)
• Help desk issue tracking software

Location and schedule notes

This full-time position is based within the greater Salt Lake City area to work onsite in a hybrid capacity throughout. There will be ample opportunity for work to be performed remotely. The role requires extended hours, including mornings, evenings, and weekends at key points to support an on-call rotation as assigned. The ability to move items up to 50 lbs and travel between worksites to respond to onsite tech issues is required, and travel to other Institute offices and events will also be necessary.

Compensation and benefits

The hourly pay range is USD 20 to 25 per hour (final rate determined based on geographic location, relevant experience and skills, and internal equity among similar positions). In addition to hourly pay, Sundance Institute offers a comprehensive benefits package including:

• Health, vision, and dental insurance
• 25 paid Institute holidays plus accrued vacation time
• Paid sick, family, and medical leave
• Employee Wellness initiatives
• 401(k) with automatic 3% employer contribution after one year of employment
• Sundance Film Festival passes and benefits (varies each year)