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Help Desk Technician

Roundabout Theatre Company—one of the nation’s leading not-for-profit cultural institutions—is seeking a Help Desk Technician who, as a member of the IT team, will provide technical support to end users on a variety of IT issues.
 
Under direction from the Help Desk Manager, and working closely with the other members of the IT team, the Help Desk Technician will serve as the primary line of support for Roundabout’s four venues, five theatres, two offices, and multiple ticketing outlets. Additionally, the Help Desk Technician will work both independently and as part of the IT team on technology projects and IT initiatives that support and help further Roundabout’s mission.
 
About Roundabout Theatre Company
Now located throughout New York City’s Theatre District, Roundabout Theatre Company—founded in 1965—has grown from a small 150-seat theatre in a converted supermarket basement to become the nation’s most influential not-for-profit theatre company, as well as one of New York City’s leading cultural institutions. With five stages on and off Broadway, Roundabout now reaches over 700,000 theatergoers, students, educators and artists across the country and around the world every year.
 
The IT Department at Roundabout Theatre Company is proud to serve:
  • The American Airlines Theatre on West 42nd Street
  • Studio 54 on West 54th Street
  • The Stephen Sondheim Theatre on West 43rd Street
  • The Harold and Miriam Steinberg Center for Theatre on West 46th Street, which includes:
    • The Laura Pels Theatre
    • The Black Box Theatre
    • Education Department Offices
  • Roundabout’s Administrative Offices on West 39th Street
  • Three Rehearsal Studios in Midtown Manhattan
  • Multiple Ticket Booths in Manhattan and Brooklyn

Responsibilities
  • Provide technical support in-person, over the phone, and remotely, utilizing the help desk system to track and document issues and their resolution
  • Provision, install, troubleshoot, upgrade, and repair hardware (PC desktops and laptops), software, peripheral components (keyboards, mice, etc.), and mobile devices
  • Create, manage, and support user accounts and email inboxes
  • Install and support network printers and copiers
  • Install and support desktop phones and customer telephony needs
  • Troubleshoot remote access issues
  • Order and maintain stock of IT equipment, supplies, and consumables
  • Create and maintain user and technical documentation, including IT knowledge-base and inventories
  • Coordinate with outside vendors as required to troubleshoot and solve hardware, software or network issues
  • Complete special projects as assigned
  • Participate in a rotating emergency weekend and holiday on-call schedule
  • Perform other duties as assigned
 Competencies
  • Customer Focused: Maintains excellent “desk-side manner;” Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Works to understand customer preferences without judgment.
  • Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in both individual and group problem solving situations; Uses reason even when dealing with emotional topics.
  • Initiative: Works effectively and efficiently with little oversight; Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Does not require assignment of tasks, but takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Technical Skills: Proactively strives to stay ahead of technical innovation; Actively seeks to improve the end-user’s ability to effectively and efficiently use the technology they have; Seeks out opportunities for using new technologies; Shares expertise with others.
  • Professionalism: Approaches others in a tactful manner; Maintains confidentiality; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Qualifications
  • BA/BS technical degree or equivalent training
  • 1–2 years of Help Desk experience, supporting users at all levels
  • Expertise in the following:
    • Microsoft Windows OS (XP and beyond)
    • Microsoft Office Suite
    • PC Hardware Troubleshooting and Support
    • Imaging and provisioning PC desktops
  • Basic understanding of the following:
  • Mac OS
  • Networking technologies and protocols, such as IP addressing, DNS, DHCP, and remote-access (VPN, etc.)
  • Active Directory
  • Microsoft Exchange 2010
  • Office 365
  • Virtualization (VMWare)
  • PCI Compliance
  • Experience in the following preferred:
  • Able to prioritize and perform a variety of concurrent tasks
  • Sense of humor and ability to work with staff at all levels
  • Available to work a flexible schedule (including before and after hours, and weekends), as required
Physical Demands:
  • Able to lift at least 50 lbs.
  • Able to walk between multiple, geographically distant facilities
  • Able to work in confined spaces
The ideal candidate will also have an interest in the theatre and experience working in the non-profit arts.
 
Please send cover letter and resume, including salary requirements, to jobs@roundabouttheatre.org. Only PDF or Microsoft Word format will be accepted.
 
Please reference job code ITHD0916 in your email. No phone calls please.
 
Roundabout Theatre Company recruits on an equal opportunity basis, with the intent of hiring qualified individuals regardless of their sex, race, religion, ethnic origin, age, disability or other protected classifications.