IT Help Desk Technician II

The IT Help Desk Technician II delivers advanced technical support and contributes to projects that sustain Jazz at Lincoln Center’s desktop, network, and audiovisual infrastructure across offices and event spaces.

Responsibilities

• Provide expert troubleshooting and technical assistance for hardware, software, operating systems, printers, mobile devices, conferencing systems, and network-related issues.
• Respond to escalated tickets from level one technicians, maintaining timely communication, thorough documentation, and follow-up with end users.
• Diagnose and resolve complex problems involving user accounts, permissions, Active Directory, Microsoft 365, networking, VPN connectivity, file access, and endpoint management.
• Analyze system and network performance by reviewing logs and running diagnostics to identify root causes of recurring issues.
• Assist with onboarding and offboarding activities, including workstation setup, account provisioning, hardware deployment, software installation, and access management.
• Maintain enterprise infrastructure, including desktops, laptops, AV systems, printers, wireless connectivity, and remote access tools.
• Collaborate with senior IT staff and external vendors on system upgrades, deployments, maintenance, and special technology projects.
• Develop, maintain, and improve technical documentation, standard operating procedures, and internal knowledge base articles to support consistent service delivery.
• Provide user guidance and training on software applications, collaboration tools, cybersecurity awareness, and IT best practices.
• Monitor recurring issues and propose process improvements, automation opportunities, and technology enhancements to improve efficiency and reduce support volume.
• Accurately record incidents, troubleshooting steps, resolutions, asset inventory, and system changes within the IT service management platform.
• Troubleshoot audio-visual and connectivity for conference rooms, live events, and organizational meetings.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, or equivalent professional experience.
• 3 to 5 years of experience in Help Desk, Desktop Support, or Technical Support roles.
• Strong knowledge of Microsoft Windows and macOS operating systems.
• Experience supporting Microsoft 365, Active Directory, Exchange, endpoint management tools, VPN technologies, and common business applications.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.
• Experience with ticketing systems, remote support tools, and IT asset management platforms.
• Ability to troubleshoot hardware, software, and peripheral issues independently and efficiently.
• Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment.
• Excellent verbal and written communication skills with a strong customer service mindset.
• Ability to maintain confidentiality, exercise discretion, and work collaboratively across departments.

Technologies

• Windows
• macOS
• Microsoft 365
• Active Directory
• Exchange
• Endpoint management tools
• VPN technologies
• IT service management platform
• AV systems
• Conferencing systems
• Remote access tools
• TCP/IP
• DNS
• DHCP
• Wi-Fi

Benefits

• Comprehensive health benefits
• Retirement plans
• Access to Jazz at Lincoln Center programming including live performances, Dizzy's Club, and Swing University

About Jazz at Lincoln Center

Jazz at Lincoln Center is dedicated to entertaining, enriching, and expanding a global jazz community through performance, education, and advocacy.

Jazz is viewed as a metaphor for democracy, celebrating personal freedom and individual expression through improvisation.

As a leading cultural institution, jazz represents a profound and enduring contribution to American history, informed by the nation’s struggles and democratic ideals, and continually evolving. The organization supports performance, education, and advocacy as three interdependent pillars.

Position Description

The IT Help Desk Technician II acts as an advanced technical resource within the IT support team, handling escalated issues that require deeper troubleshooting and analysis. This role helps ensure the stability, security, and performance of desktop systems, applications, hardware, and network connectivity across Jazz at Lincoln Center operations from Columbus Circle to Fredrick P. Rose Hall.

How to Apply

Click the apply button to submit your application. Please include a cover letter and salary requirements with your materials.

Work Environment

The position operates within a fast paced hybrid technology environment, supporting both onsite and remote users. Occasional early morning, evening, or weekend work may be required to support system maintenance, live events, or other critical needs. A professional, responsive, and technically capable approach is essential to contribute to a collaborative IT culture.

Working at Jazz at Lincoln Center

The organization values the presence of music in both everyday life and work. Teams thrive when they feel connected to the larger mission and culture, embracing the roles of Fans, Advocates, Musicians, and Educators who honor history while envisioning the future. A strong sense of passion and engagement remains a defining attribute for staff, influencing everyday contributions and long term fulfillment.