Technology Support Technician na Broward Center for the Performing Arts

POSITION SUMMARY

The Technology Support Technician supports the Information Technology department in providing quality support and the highest customer service for the Performing Arts Center Authority’s (PACA’s) end-users.  This encompasses PACA’s end-user computing environment including desktops/laptops, applications, end-user cloud services, printings services, basic network services and IT support for organizational meetings/events always focusing on top tier customer service. 

ESSENTIAL FUNCTIONS

• Provide hardware technical support for end-user systems and peripherals at all locations
• Provide printing and network technical support for end-user systems at all locations.
• Provide Tier 1 support to all applications (cloud and local) on end-user systems at all locations, escalating to Tier 2 and/or 3 when needed.
• Monitor IT Service Desk queue, providing resolution of tickets that are opened including escalation of tickets to Tier 2 and 3 support personnel if needed.
• Configure new end-users and implement changes in existing users in PACA’s Microsoft 365 and local Active Directory environments.
• Assists Director as needed with maintaining productivity suite, Microsoft Office365, Device Management (MDM), and software and other related equipment
• Assists with the creation and maintenance of all written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades.
• Deploy OS images to end-user systems as needed for deployment to end-user environment or when critical errors occur.
• Provide appropriate network access to new employees.  
• Monitor relevant PACA IT supply inventory (Printer/MFP toner, keyboards, mice, desktop UPS units, monitors) and inform IT Team or order replenishment.
• Install end user system upgrades as required.  
• Complete additional responsibilities as assigned.  

CORE COMPETENCIES

• Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies and goals.
• Accountability- Take ownership for deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.
• Innovation- Committing to create and search for new and innovative approaches to activities that enhance performance.
• Strategic thinking- Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization.
• Planning and Organizing- Setting priorities and defining actions, time, and resources needed to achieve predefined goals.

KNOWLEDGE AND ABILITIES

• Able to maintain a physical presence at designated work location, maintain regular attendance and punctuality and work a flexible schedule including nights, weekends, and holidays is required.
• Able to communicate effectively in English, both in writing and verbally. 
• Working knowledge in supporting common desktop and laptop PC hardware and software
• Working Knowledge of tech support in a Microsoft Windows 11 network environment. 
• Working knowledge administering Active Directory and EntraID
• Working knowledge Microsoft Office365 administration and troubleshooting
• Able to quickly learn new technologies and adapt to changing environments.  
• Able to work effectively and positively with others.  

SUPERVISORY RESPONSIBILITIES

• n/a

DESIRED EDUCATION AND EXPERIENCE

• Associate Degree or Higher or any equivalent combination of training and experience.  
• 1-2 years experience in supporting common desktop PC hardware and software.  
• 1-2 years experience in tech support in Microsoft network environment.