Help Desk & Network Support Specialist

POSITION OVERVIEW

The Help Desk & Network Support Specialist is charged with providing end user support, coordinating hardware, software and data resource needs.

Working closely under the direction of the Manager, Help Desk, the Specialist will also assist with supporting our Network technology needs.

This full-time position is based within a commutable distance to Boulder, CO in order to work onsite in a hybrid capacity throughout the year. The role requires flexibility, including extended hours, evenings, and weekends during peak periods throughout the year, as well as travel to Institute locations, events, and meetings as needed. The role will also be assigned to on-call after hours work based on a rotational schedule and have the ability to travel between worksites, or other locations to respond to tech issues.

Sundance Institute is a unionized workforce and this position is in the bargaining unit.

Top priorities include but are not limited to…

• Providing support and working to resolve, up to tier 2 end user support within 24 hours or as soon as possible, escalating as necessary.
• Supporting the Network Administrator in resolving up to tier 2 network issues, escalating as necessary.
• Maintaining network hardware inventory and coordinating repairs with Network Admin and Vendors.
• Tracking and organizing hardware and software inventory and coordinating hardware return, ensuring adherence to all procedures.
• Assisting Network Administrator in setting up and monitoring LAN, WAN and Wireless networks, with planning and setting up Festival networks.
• Administering Windows OS, MacOS, software application updates and patches as assigned.
• Assisting in user account setup and maintenance.
• Maintaining iOS & Android devices to support point of sale, ticket scanning and tracking, venue admittance software.
• Installing, and maintaining wireless point to points.

You have the following direct or transferable qualifications and skills:

• Legal authorization to work in the United States.
• 3 years experience configuring and administering Microsoft Windows 11, MacOS, and Linux.
• 2 years experience with TCP/IP networking.
• Experience setting up and administering wireless networks.
• Understanding of subnets, VLANs and ability to configure managed switches.
• Basic understanding of database technologies.
• Knowledge of Google Apps for business, including Gmail, Docs, Sheets and Slides.
• Excellent communication skills to work effectively with a wide variety of people, and assist users who have varying degrees of computer/application experience.
• Ability to work effectively in a fast-moving environment.
• Strong problem solving skills and the ability to prioritize issues.
• Strong organizational skills, able to work independently and prioritize.
• Must be able to occasionally move items up to 75 lbs.
• Valid driver’s license and successful completion of MVR background check.
• Ability to safely perform work at elevated heights; (ladders, rooftops, scissor lifts)
• Cisco, CompTia A , CompTia Security preferred.

You will be successful in this role if you...

• Ensure tier 2 tickets are consistently resolved or significantly progressed within 24 hours of submission.
• Help Network Administrator setup and troubleshoot networks.
• Adjust your approach to support the team as needed.

In addition to an hourly pay of $22.00 to $27.00*, this position** is eligible for our comprehensive benefits package, highlights include:

• Health, vision, and dental insurance
• 25 paid Institute holidays plus accrued vacation time
• Paid sick, family, and medical leave
• Employee Wellness initiatives
• 401(k) with automatic 3% employer contribution after one year of employment
• Sundance Film Festival passes and benefits (varies each year)

*Final rate of pay is determined based on the applicant's geographic location, relevant experience and skills, and internal equity among similar positions within our organization.

**Applications open 05/11/2026 and will be accepted for at least one week