Helpdesk Associate

• Position Title:  Helpdesk Associate
• Department: Information Technology
• Reports to:  Systems Administrator
• Hours: Full-time, Salaried, Non-Exempt
• Salary Range: $50,000 – $60,000 DOE
• Work Location: Downtown Seattle. The 5th Avenue Theatre administrative office is located within • Skinner Building (1326 5th Avenue, Suite 735)

Company Overview:

The 5th Avenue Theatre is one of America’s leading musical theaters.

As a nonprofit company and our region’s largest performing arts employer, we spread the joy of great musicals, enrich the community with this art form, and give the Pacific Northwest a front-row seat to original powerhouse productions that light up marquees and audiences all the way to Broadway.  Through our nationally acclaimed education programs, we reach more than 75,000 young people with programs designed to develop new musicals and ensure the next generation of great musical storytelling.

We share a core belief that Musical Theatre is critical to uplifting and reflecting the humanity around us, and that The 5th Avenue is a vital resource for Seattle, Downtown, and The Pacific Northwest.  Our diversity of people and talents are unified behind these truths, working hard to make great art and sustain a great work culture of belonging & inclusion.

Applications from those who have been traditionally underrepresented in the theatrical and/or IT industry are strongly encouraged. We are striving for our staff to be inclusive of a diverse and vibrant community that represents multiple identities, perspectives & influences.

Position Overview:

The 5^th Avenue Theatre, a Seattle-based performing arts organization, is seeking a bright and motivated individual to work as our Helpdesk Associate.

The Helpdesk Associate provides first-level desktop support for both PC and Macintosh users in a Windows Server environment.  This entails supporting software applications, workstation hardware, printers, phone endpoints, and troubleshooting basic network connectivity issues.

Primary Duties & Responsibilities

• Troubleshoots Windows 10 Pro, Windows 11, and OS X operating system issues.
• Supports Microsoft Office 2016, Microsoft Office 2016 for Mac, Microsoft 365
• Configures new workstations, and wipes and restores existing workstations as needed.
• Creates new user accounts in Active Directory and Exchange.
• Installs workstation software and updates.
• Assists staff with configuring mobile devices to receive Exchange email and connect to local guest wireless network.
• Install internal workstation hardware components such as hard drives and memory.
• Inventories new equipment, and updates hardware and software inventory databases.
• Lifts and moves equipment up to 50 lbs., such as computers, printers, and monitors, and cleans equipment when necessary.
• Maintains storage of equipment, software, and supplies, and inform manager when new supplies needed.
• Performs password resets upon request.
• Good listening skills and the ability to translate technical information into clear, understandable language for a non-technical audience.
• Works in tandem with the IT Director and Systems Administrator to help maintain an efficient helpdesk, and to assist with occasional projects.
• Escalates issues when necessary.
• Manages the SpiceWorks helpdesk ticketing system.
• Ensures workstations and laptops are up regularly updated and have current antivirus software.
• Helps create and update internal IT documentation.
• Assists Data Operations team with testing ticket scanners prior to each show.

Essential Knowledge & Qualifications

• Experience supporting Windows 10, Windows 11 and Mac OS X end users in a networked environment.
• Ability to troubleshoot both PC and Mac workstation hardware, including the replacement of internal hardware components.
• Strong knowledge of Microsoft Office Suite for both Macs and PCs.
• Skill in troubleshooting basic networking issues, including wireless issues.
• Basic understanding of Active Directory terminology and concepts.
• Skill in following an efficient and logical troubleshooting path when faced with a problem, and motivation to research and seek out solutions using a variety of resources.

Desired Competencies:

• College-level IT coursework and 2-year, job-related experience preferred.
• Tessitura experience a plus.
• CompTIA A+ (or comparable) certification a plus.
• Ability to work in a fast-paced environment and deal with stress in a positive manner.
• Excellent people skills and customer service experience desired.
• Strong written and verbal communication skills.
• Desire to further build upon current skill set.

Physical Requirements:

• Ability to perform administrative work using a computer for extended periods of time; up to 8 hours a day.
• Must be able to physically navigate dynamic workspaces among multiple floors including a theater auditorium, workshops, and office spaces, occasionally in low lighting.
• Lift/move/push up to 25 pounds periodically, occasionally alone.
• Required to stoop, bend and reach with arms.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job, with or without reasonable accommodation.

Additional Benefits

The 5th Avenue Theatre employees enjoy a comprehensive benefits package including Medical, Dental, & Vision package; Sick, Personal, & Vacation time; ten paid holidays per calendar year, commuter benefits (Orca Card and reduced-price parking); Life and Disability Insurance; enrollment option in the company’s 401(k) retirement plan and tax-advantage savings accounts; complimentary performance tickets.

Additional Requirements

Employment is contingent upon successful completion of background and reference checks.

To Apply

Candidates should submit a resume, cover letter, and three references to careers@5thavenue.org.
Please include Help Desk in the subject line.

www.5thavenue.org/../current-openings/it-help-desk-associate