IT Help Desk Technician

For over a decade, our award-winning nonprofit academy and working production studio have been preparing young adults on the autism spectrum for careers in animation and the digital arts. Exceptional Minds develops a diverse and inclusive workforce of thoughtful and talented artists who were once on the margins, now possessing what every young professional seeks: dignity, hope, and a command of the skills and tools necessary to lead successful careers.

Title: IT Help Desk Technician

FLSA Classification: Non-Exempt 

Job Type: Full Time

Department: Administration

Date: August 2025

Compensation: $25-$28 per hour

JOB DESCRIPTION 

We are seeking a skilled and motivated Help Desk Technician to join our team. You are responsible for supporting and helping users with IT issues and associated services. You will work closely with all departments to identify and address their technology needs and ensure the smooth functioning of our IT infrastructure. And you will work in conjunction with our external IT Service provider to resolve all issues and drive forward our strategic IT goals. 

Responsibilities:

• Facilitate the resolution of technology issues and walk the user through a series of steps to determine the problem; classify level, priority, and nature of problem.
• Document issues by explaining the problem, work done on the incident, and resolution.
• Escalate unresolved issues to our external IT Service provider.
• Monitor and follow up on outstanding issues and update users on the current status.
• Manage and maintain inventory asset management.
• Contribute to the Onboarding/Off-boarding process of employees by deploying and personalizing computer systems in tandem with our external IT Solution provider.
• Create and maintain IT training / instructional materials for new-hire orientation.
• Oversee the installation, maintenance, and upgrade of technology systems and networks. 
• Conduct regular audits of IT systems and processes to identify and address vulnerabilities.
• Develop and implement IT policies and procedures to ensure data security, accessibility, and reliability. 
• Process new IT Equipment / destruction of end-of-life equipment.
• Work with IT Taskforce to ensure proper prioritization for yourself and for external IT Solution Provider.
• Assist with special projects as needed.

Preferred Qualifications:

• Well-developed analytical and problem-solving skills, attention to detail, and highly organized.
• Ability to effectively communicate technical issues to non-technical people at all levels.
• Clear communication and professionalism
• Need for clear and well-documented processes.
• Possesses personal drive to start a project and see it through to completion.
• Ability to perform in a fast-paced environment and handle and manage multiple workloads, priorities, and deadlines patiently and efficiently.
• In-depth knowledge of Microsoft/Apple/Google software to address employees’ day-to-day needs.
• Knowledge of common Animation and VFX related software (Adobe Suite, Nuke, BorisFX Suite) a plus. 

Education and Experience Requirements

• Bachelor's degree in IT and/or related field of study
• Computer repair and troubleshooting
• Familiar with Microsoft Active Directory/Microsoft Domain is a plus
• Experience with Asset Management and ITSM Platforms
• 2 years troubleshooting software; network issues; computers and printers
• Detail and customer service-oriented
• Problem-solving skills to resolve issues
• Dependability and an openness to learning

We are an equal-opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation