Advanced IT Support Technician

2 weeks ago

Tampa, Florida, United States Straz Center for the Performing Arts Full time
Job Overview

Become an Integral Part of the Straz Center for the Performing Arts

The IT Systems Support Specialist plays a vital role within the Information Technology department, tasked with delivering high-level technical assistance to users and ensuring the seamless operation of the organization's IT framework. This position demands a blend of technical expertise, outstanding customer service, and a proactive mindset towards troubleshooting.

This role encompasses managing escalated support requests, diagnosing intricate technical challenges, and contributing significantly to the overall functionality and productivity of the company's IT infrastructure. The specialist will also be part of an on-call schedule, which includes swing shift hours to support operational needs.

Located in a prominent area, the Straz Center, a major performing arts venue, fosters a collaborative work atmosphere that reflects our commitment to community engagement. We offer our full-time employees a comprehensive benefits package, including health/dental options, discounted parking, food and show discounts, along with a generous retirement plan and ample paid time off.

Key Responsibilities:

Technical Support Excellence

  • Deliver advanced support to all users, addressing complex issues related to hardware, software, and network systems, acting as a technology partner across departments.
  • Resolve escalated help desk tickets in accordance with established service level agreements.
  • Facilitate the onboarding and offboarding processes for employees, vendors, and contractors.

Infrastructure Management

  • Assist in the setup, configuration, and upkeep of hardware and software systems.
  • Coordinate the planning and scheduling for the installation, updates, and removal of technology assets.
  • Manage network cabling installations and conduct Wi-Fi assessments and troubleshooting.
  • Provide operational support for ticket scanners, point of sale systems, and both wireless and wired networks.
  • Execute routine system updates, patches, and preventive maintenance.
  • Maintain an inventory of computing hardware and software.

User Education and Documentation

  • Conduct training sessions for users on new technologies and best practices.
  • Develop and maintain documentation for IT processes and troubleshooting guidelines.

Team Collaboration

  • Work alongside IT team members to identify and implement improvements in processes.
  • Engage with staff, consultants, and technology partners to ensure efficient issue escalation and resolution.

Security and Compliance

  • Enforce IT security policies and procedures.
  • Stay updated on the latest security threats and implement protective measures for organizational data and systems.

Project Assistance

  • Contribute technical expertise to IT projects as needed.
  • Support the planning and execution of system upgrades and migrations.

Vendor Coordination

  • Collaborate with external vendors for support and maintenance tasks.
  • Assess and recommend new technologies to enhance the IT infrastructure.

Monitoring and Reporting

  • Oversee system performance and conduct regular health assessments.
  • Generate reports on IT metrics and system performance.

Additional Requirements:

  • Successful completion of an on-site skills assessment.

Minimum Qualifications:

  • Strong troubleshooting abilities and deductive reasoning skills to identify and resolve issues efficiently.
  • Effective communication skills across all organizational levels and with external partners.
  • Proficient in supporting:
    • Microsoft Office 365 (OneDrive, Teams, SharePoint)
    • Remote Desktop Services
    • Mobile Device Management
    • User management via Active Directory
    • Printer troubleshooting
    • Basic networking diagnostics
  • Detail-oriented with strong documentation capabilities.
  • Able to work collaboratively within a team environment.
  • Capable of managing multiple priorities in a dynamic setting.
  • Willingness to work flexible hours, including evenings and weekends.

Education and Experience:

  • Associate's Degree in Information Technology or equivalent experience in IT support for over four years.

Certifications:

  • Certifications such as A+, Network+, MCP, MCTS, Security+ are highly desirable.

Physical Requirements:

The physical demands outlined here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

  • This position requires on-site work as a standard practice.
  • Regularly required to remain stationary, traverse the facility, and communicate effectively.
  • Occasionally required to lift up to 25 lbs, navigate ladders, and work in confined spaces.

The Straz Center for the Performing Arts is an equal opportunity employer dedicated to fostering an inclusive workplace and values diversity among its employees. All qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

For more information about the Straz Center, please visit our website.

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