Help Desk Technician

Department: Information Technology
Reports to: Help Desk Manager 

Summary:

The Help Desk Technician is part of a team that is responsible for providing phone, and deskside support for The Philadelphia Orchestra, The Kimmel Center, Ticket Philadelphia, The Curtis Institute and the Pennsylvania Ballet.  

Essential Functions:

  1. Basic administration of Windows and Linux network infrastructure.
  2. Basic administration of Office 365.
  3. Basic Phone administration for adds, moves and changes. 
  4. Works with outsourced network printer support vendor to maintain network printers.
  5. Works with organizations’ wiring vendor to supervise installation of new network drops and phones lines.
  6. Identifies, researches, and resolves basic PC and phone-related technical problems.
  7. Responds to e-mail requests for technical support.
  8. Tracks and monitors technical problems to ensure a timely resolution.
  9. Keeps electronic logs/documentation of work.
  10. Facilitates office moves for PC equipment.
  11. Serves as rotating member of after-hours on-call systems support team.
  12. Keeps after-hours on-call rotation calendar up to date.
  13. Knowledgeable of VPN (Remote Access) and limitation.
  14. Procure company issued cell phones for Philadelphia Orchestra and Kimmel Center.
  15. Arranging equipment recycling with vendor with BAN or similar accreditation.
  16. Complete assigned projects.

Education/Experience:

Bachelor's degree and three years’ work experience, or equivalent combination of education/training and experience.  IT certification for RedHat, Cisco or Microsoft and any experience with Cisco Call Manager (UCCM) and Contact Center (UCCX) phone systems a plus.  Experience with IIS, .Net Framework, and with Audio/Visual equipment setup a plus.

Knowledge/Skills/Abilities:

  1. System administration
    1. Knowledge of Windows network operating system.
    2. Knowledge of HP Jet Direct Software, and HP printing hardware
    3. Knowledge Cisco phone switch platforms
    4. General understanding of client/server applications. 
  1. Desktop administration and Help Desk
    1. Knowledge of current Windows Desktop and Server Products
    2. Knowledge of mobile devices and MDM
    3. Knowledge of current Microsoft Office products.
    4. Strong customer services and problem resolution skills.
  2. General
    1. Good interpersonal skills.
    2. High degree of organization.
    3. Able to work as part of a team 

Working Conditions/Physical Demands:

Employee should be able to lift CPUs and monitors for PC installs and moves.  The employee may be required to perform the essential functions of the job during evening and/or weekend hours.  Employees will be required to be on-call for weekend and weeknights one week per month.

 

Due to rapidly evolving developments, and in accordance with the City of Philadelphia’s recommendation that all large gatherings be suspended to limit community transmission of COVID-19, all scheduled Philadelphia Orchestra rehearsals, performances, and events through May 10, 2020, are cancelled. Learn more

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