What are the responsibilities and job description for the Technical Support Specialist - Level I position at The Metropolitan Opera?
The IT Support Specialist provides first line technical support for desktop systems, software applications, peripherals, and end users across the organization. This role supports day-to-day IT operations by troubleshooting hardware and software issues, delivering responsive customer service, and assisting onsite and remote users. The ideal candidate is organized, service-oriented, and communicates effectively with both technical and non-technical users in a fast-paced environment.
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Provide comprehensive day-to-day technical support for PCs, Macs, printers, peripherals, mobile devices, and standard business applications.
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Deliver responsive onsite and remote support to internal staff and off-site users, ensuring minimal disruption to daily operations.
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Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and user access issues in a timely and customer-focused manner.
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Communicate clearly and professionally with users via phone, email, and in person to identify issues and provide effective technical solutions.
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Manage Help Desk requests by accurately documenting, prioritizing, tracking, and resolving support tickets within established service expectations.
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Monitor and follow up on open support requests to ensure complete resolution and a high level of user satisfaction.
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Assist with the administration, maintenance, and troubleshooting of the organization’s phone and communication systems.
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Maintain accurate inventory records for hardware, software, licenses, and IT assets, including deployments and replacements.
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Support workstation configuration, equipment installations, system upgrades, imaging, and device deployments.
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Coordinate with department managers on IT-related administrative tasks, documentation, vendor communications, and operational support activities.
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Contribute to departmental technology initiatives, operational improvements, and special projects as assigned.
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Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent technical training or accredited certification programs will also be considered.
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Minimum of two (2) years of experience in a Help Desk, desktop support, or technical support role.
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Hands-on experience supporting Windows operating systems, Microsoft Office Suite, desktop hardware, and common peripherals.
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Experience with Help Desk ticketing systems and service request management.
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Familiarity with Mac OS environments and mobile device support preferred.
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Basic knowledge of phone systems, remote support tools, and networking concepts is a plus.
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Strong troubleshooting, problem-solving, and organizational skills.
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Excellent interpersonal, verbal, and written communication skills.
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Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
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Demonstrated commitment to customer service and user support.
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Ability to work independently and collaboratively within a team environment.
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Attention to detail and ability to maintain accurate documentation and inventory records.
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On-site.
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Will be required to work evenings, weekends, holidays, and scheduled shifts between 9:00am and 8:00pm as needed to support operational requirements.
The Metropolitan Opera is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, citizenship status, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any protected category prohibited by local, state or federal laws.
Salary : $50,000 - $60,000