Information Technology Support Technician

ABOUT ORCHESTRA

Orchestra is a new communications company that helps brands and organizations reach audiences in a more effective and precise way. Its growing team of 700 storytellers and strategists is shaping what's next in communications, with experience that spans consumer, technology, climate and sustainability, education, healthcare, philanthropy, real estate, travel, hospitality, and arts and culture, to name a few. Since 2022, it’s acquired nine firms, including: BerlinRosen, Civitas Public Affairs Group, Derris, Glen Echo Group, Inkhouse, M18, Message Lab, Onward and Small Girls PR. It also launched Brightmode, a talent acquisition firm for communications professionals. Learn more at: www.orchestraco.com.

People of all backgrounds and abilities are strongly encouraged to apply. Orchestra is committed to building and maintaining a diverse staff, and recognizes that its continued success depends on hiring and retaining high-quality creative professionals with a variety of backgrounds and experiences. Opportunities for advancement exist, and we are committed to helping all staff develop and grow.

ABOUT THIS ROLE

Orchestra is seeking an IT Helpdesk Technician to play a key role in supporting our organization's growing technology needs by providing efficient and effective technical support to internal users. The ideal candidate will have a solid understanding of IT support processes, be a proactive problem solver and communicate effectively with both technical and non-technical users.

Role location: This role is based in our New York, N.Y. office, in-person four to five days per week.

ACCOUNTABILITIES & QUALIFICATIONS

As an IT Helpdesk Technician, you will…

• Provide timely and efficient technical support via Slack, email and in-person for internal users on hardware, software and network-related issues, acting as the primary point of contact between our staff and our growing IT team
• Diagnose and resolve problems related to our fleet of Windows and MacOS laptops, applications, printers, wireless networking and more
• Install, configure and maintain hardware (e.g., desktops, laptops, printers) and software applications
• Collaborate with senior IT staff on more complex issues and escalate when necessary
• Document troubleshooting steps, solutions and system configurations for future reference
• Provide training and guidance to junior helpdesk staff and assist in knowledge sharing across the team
• Maintain an inventory of IT equipment and supplies
• Assist with IT projects, including system upgrades, deployments and rollouts
• Stay current with IT trends and best practices to continuously improve service delivery

Essential Skills: 

• 3-5 years of experience in an IT support or helpdesk role
• Strong understanding of Windows and macOS operating systems, including troubleshooting and configuration
• Proficiency in troubleshooting common software issues with Google Workspace, Microsoft Office Suite, and other productivity tools
• Familiarity with networking concepts, such as IP addressing, DNS, DHCP and VPN configurations
• Hands-on experience with hardware setup and maintenance (desktops, laptops, printers, etc.)
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users
• Excellent problem-solving skills and attention to detail
• Ability to prioritize tasks in a fast-paced environment and handle multiple requests simultaneously

Preferred skills:

• Experience automating common tasks, utilizing basic scripting tools to effectively take care of problems
• Knowledge of mobile device management (MDM) systems, particularly MacOS and Microsoft Windows management
• Basic understanding of cybersecurity best practices
  

WORKING AT ORCHESTRA

Compensation philosophy: Orchestra offers competitive industry rate salary bands with the goal of retaining and growing talented individuals. We regularly review and adjust our compensation structure as needed to ensure equity across teams and levels.

Salary range (commensurate with experience and skills): $70,000- $80,000

Benefits: 

• Medical, dental, and vision insurance for employees and dependents
• Pre-tax Health Savings Account Savings Plan (HSA-SP) or Flexible Spending Account (FSA)
• 401K with a 4% employer match and no vesting period
• Generous paid time off
• Pre-tax commuter benefits
• Mobile phone reimbursement for data and minutes
• Employer-funded life insurance
• Discounted annual bikeshare membership
• Corporate discounts through Tickets at Work

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