Help Desk Technician

Houston Ballet is dedicated to supporting the people behind the performance. As a Help Desk Technician in Houston, TX, you’ll be part of a team that values dependable service, clear communication, and a positive experience for staff and patrons. You’ll work onsite while helping keep approved devices, software, and network connectivity running smoothly, and you’ll support the organization with documentation and process-driven service delivery.

What you’ll do

• Monitor Help Desk tickets and respond within the Service Level Agreement (SLA).
• Install and maintain computer equipment, printers, phones, and peripherals.
• Install and maintain software and provide basic IT troubleshooting.
• Maintain and refresh hardware and software inventory.
• Submit a weekly desk status report covering work performed, while following processes that support consistent service delivery and customer satisfaction.
• Assist other team members as needed, including flexibility for temporary schedule changes.
• Provide excellent support to staff with a strong attitude and consistent work ethic in every customer interaction.
• Provide occasional coverage for after-hours events and offsite event coverage.

What you’ll bring

• Minimum 1 year of IT experience (2+ years preferred).
• Experience with Windows 11, Microsoft Office Suite, Microsoft 365, AI, and VOIP.
• Basic desktop-level understanding of network connectivity, including wired and wireless Ethernet.
• Basic understanding of AD (Active Directory) administration, including imaging computers and/or loading the OS (Operating System) on new computers.
• A methodical approach to troubleshooting and awareness of procedures for protecting customer data from loss under different circumstances.
• Ability to type and maintain personal organization skills, with professional appearance and demeanor.
• Experience using a ticketing tool or basic spreadsheet skills to document work.
• Ability to communicate professionally via email and phone with both customers and internal teams.
• A team-focused mindset with the ability to work independently when needed, plus resourcefulness that includes knowing when to seek help.
• Open-mindedness toward different computer systems (examples listed: Windows, Apple, Google, etc.).
• Detail orientation balanced with timely execution, including concise ticket documentation.
• Good attendance record.
• Optional, preferred: A+, Network+, Microsoft, or other industry certifications.

Tools and technologies

Windows 11, Microsoft Office Suite, Microsoft 365, AI, VOIP, AD (Active Directory), Ethernet (wired and wireless), and OS (Operating System).

Benefits

• Healthcare Benefits: Comprehensive coverage for medical, dental, and vision care.
• Retirement Plan: 403(b) plan with a substantial 5% annual contribution from Houston Ballet.
• Paid Time Off: 3 weeks of paid vacation, 10 paid sick days, and 10 paid holidays, plus paid parental leave.
• Professional Development: Access to online training and professional growth resources specific to arts management.
• Discounts and Perks: Discounted and complimentary tickets to ballet performances and other Houston theater district venues, plus partnerships with local businesses and eateries.
• Wellness Programs: On-site gym access and counseling services through the employee assistance plan.