Help Desk Technician

Houston Ballet offers a mission-driven environment where excellence, collaboration, and patron-centered service are part of everyday work. In this onsite Help Desk role in Houston, TX, you’ll support staff with reliable IT help across phones, email, remote services, and onsite visits, keeping approved devices, software, and connectivity working smoothly.

What you’ll do

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

What you bring

• At least 1 year of IT experience (2+ years preferred).
• Hands-on experience with Windows 11, Microsoft Office Suite, Microsoft 365, AI, and VOIP.
• Basic understanding of desktop network connectivity, including wired and wireless Ethernet.
• Basic understanding of AD (Active Directory) administration, including imaging computers and/or loading an Operating System on new computers.
• A methodical, troubleshooting-focused approach.
• Awareness of proper procedures to protect customer data from loss under different circumstances.
• Ability to type and demonstrate personal organizational skills.
• Comfort using a ticketing tool or using spreadsheets to document work.
• Professional, clear communication via email and phone with customers and internal teams.
• Professional appearance and demeanor, with empathy for end users.
• Ability to work in a team environment and also independently when needed.
• Resourceful troubleshooting while knowing when to seek help.
• Open-mindedness toward different computer systems (Windows, Apple, Google, etc.).
• Detail-oriented with the ability to balance accuracy and speed, and to document tickets concisely with complete information.
• Good attendance record.
• Industry certifications such as A+, Network+, Microsoft, or others are preferable but not required.

Core support tools and technologies

You’ll work with Windows 11, Microsoft Office Suite, Microsoft 365, AI, VOIP, Active Directory (AD), Ethernet, Apple, Google, along with a ticketing tool, spreadsheets, and email/phone communication.

Houston Ballet benefits

• Healthcare Benefits: Comprehensive coverage for medical, dental, and vision, with low-cost or zero monthly premiums. Includes paid life and AD&D insurance and versatile spending accounts.
• Retirement Plan: A 403(b) plan with a substantial 5% annual contribution from Houston Ballet.
• Paid Time Off: 3 weeks paid vacation, 10 paid sick days, and 10 paid holidays, plus paid parental leave is also available.
• Professional Development: Access to online training and professional growth resources specific to arts management.
• Discounts and Perks: Discounted and complimentary tickets, plus exclusive partnerships with local businesses and eateries.
• Wellness Programs: On-site gym access and counseling services through the employee assistance plan.

Culture and core values

• EXCELLENCE: A focus on results and delivering quality at the highest standard.
• ENGAGED: Pride in producing art and training artists, with strong advocacy for education and community engagement.
• DRIVEN: Accountability and continuous improvement through goal-focused execution.
• COLLABORATIVE: Shared information, respectful teamwork, and a commitment to inclusion, diversity, equity, and access.
• PATRON-CENTERED: Keeping patrons at the center of decisions, with excellent service in every interaction.