Application and Desktop Support Specialist

Alvin Ailey American Dance Theater, one of the world's premier dance institutions, is seeking a positive and motivated individual to be the primary support contact for our IT Department.  Reporting to the IT Operations Manager, this specialist will provide application and desktop support to all organization staff, using a ticketing system to track and escalate issues to the Network Administrator or IT Operations Manager as needed.  In addition, this position will provide training and documentation to staff and will assist with departmental projects and other initiatives. This position is currently hybrid (3 days onsite, 2 days remote) until August 15th, at which time it will revert to being fully onsite 5 days (Monday-Friday).

Responsibilities include, but are not limited to:

• Provide remote and in-person desktop support for Windows and Mac users
• Provide desktop and mobile support for Office 365, Adobe Creative Suite, and other desktop applications
• Troubleshoot and resolve issues with user access to cloud services
• Provide teleconferencing and videoconferencing technical assistance (Teams, Zoom, Google Meet, in-studio and in-classroom meeting and streaming systems)
• Provision and administer user accounts and licenses, group memberships, and mailboxes
• Create training and documentation materials and hold regular training sessions for staff; provide new hire IT orientation and onboarding assistance
• Maintain a thorough understanding of existing and emerging Office 365 and related core technologies; stay up to date and well-in-the-know regarding Office 365 updates and roadmap
• Manage all support tickets in the organization’s helpdesk system according to published SLAs
• Attend and participate in weekly and ad hoc team meetings

Skills/Qualifications

• Office 365 application support experience, including but not limited to Office suite (Word/Excel/PowerPoint/Outlook), Teams, and SharePoint/OneDrive; basic Office 365 administration experience a plus
• Zoom and general videoconferencing experience
• Experience with Active Directory and Azure AD
• Basic understanding of networking and Wi-Fi technologies
• Proficient knowledge of Windows and Mac operating systems and iOS/Android mobile devices
• Strong communication skills, attention to detail, and a customer service-oriented attitude
• Experience with any of the following is a plus:
15. Microsoft Remote Desktop Services or similar remote connectivity solutions
16. Cisco Call Manager and/or Cisco Unity Connection
17. Google Workspace (Classrooms, Google Meet, etc.)

Other Requirements

• Fast, stable Internet connection at home (at least 25 Mbps)
• Professional home workspace free of excessive noise or interruptions

Experience/Education

• Minimum 3 years’ experience in a technology support role
• Bachelor’s Degree preferred; technology-related degree a plus but not required

Compensation: Competitive salary. Benefits include employer-provided health/dental insurance, Flexible Spending Account, retirement plan, and savings on transit/parking.

To apply for this position, click on the apply link below and upload one file (accepted formats include .doc, .docx, .txt, or .pdf) that contains the following items: https://www.alvinailey.org/about/job-opportunities

• Resume
• Cover letter detailing your interest in this position at Alvin Ailey Dance Foundation, Inc. and salary requirements
• Contact information for two references

No phone calls, please.