Associate, IT Help Desk Technician

General Summary of Duties 

The Help Desk Technician III provides advanced technical support to end-users and assists in the maintenance of YoungArts’ IT environment. Reporting to the IT Director, this role serves as the senior point of escalation for help desk issues, ensuring timely resolution of complex problems related to hardware, software, network connectivity, and cloud services. The Technician also supports IT projects, contributes to system improvements, and delivers excellent service to staff across the organization. 

Essential Responsibilities 

• Provide advanced troubleshooting for Windows/Mac PCs, printers, phones, and related peripherals. 

• Support end-users with Microsoft 365 (Teams, SharePoint, Outlook, OneDrive, Planner) and basic Active Directory tasks such as password resets and account permissions. 

• Assist with monitoring system performance and escalating critical infrastructure issues to the System Administrator or IT Director. 

• Support cloud platforms (OneDrive, Dropbox, AWS S3 – basic administration). 

• Provide advanced support for VoIP phone systems, email security, and remote access tools. 

• Document recurring issues and assist with knowledge base articles for staff and IT team members. 

• Maintain ticketing system accuracy, ensuring proper categorization and resolution tracking. 

• Assist IT leadership with departmental projects such as upgrades, migrations, and audit remediation tasks. 

• Provide technical support for on-campus events, adjudications, and programs as needed. 

• Uphold IT security policies and best practices to maintain compliance with standards (ISO27001, SOC2, PCI). 

• Protect the organization’s value by keeping information confidential. 

Safety Responsibilities: 

Adhere to all safety and security policies of the organization including those pertaining to physical safety and practices. Report any potential or actual violations to security and HR as appropriate. 

Compensation : Commensurate with experience, $55,000-$60,000. 

Qualifications and Experience Requirements: 

To be successful in this role, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Commitment to YoungArts’ values of excellence, collaboration, community, experimentation, respect, and integrity as key strategies toward creating and supporting empathy, a sense of belonging, and humanity to foster the greatest potential for innovation, creativity, and collaboration.  

• Proven record as a skilled and empathic manager of people and processes with a strong network of national colleagues in relevant fields.  

• Depth of experience developing artist-centered operational practices.    

• Evidence of knowledge across arts practices, with preference for expertise in performing, visual, and/or literary arts.   

• Experience in developing and managing programs appropriate to artists’ development and individualized goals for success.  

• Evidence of strong leadership skills, including decisiveness, emotional intelligence, prioritization, negotiation, and equanimity in a fast-paced environment.    

• Evidence of experience in utilizing program management software including Excel, Submittable, and AirTable.   

• Outstanding oral and written communication skills.    

• Experience with budget development and management.    

• Flexibility to work outside of regular office hours for programs and events.   

Education and/or Credentialing Requirements: 

• Bachelor’s degree or the equivalent in education and experience   

• 5+ years of progressive experience managing high-performing teams and evidence of responsibility growth in the arts and culture field   

• Experience beyond requirement will be considered in lieu of education requirement   

Working conditions, typical physical/mental demands:  

YoungArts physical campus and headquarters are in Miami, FL or New York, NY. Work is performed in a hybrid (virtual and in-office) setting. Typical operations take place in an office environment and/or in an event/venue setting.   

General working hours are 9:00 am–5:00 pm, Monday through Friday. The nature of our work will sometimes require an adjustment to this schedule, including evenings and weekends. You will normally be advised in advance should your work schedule be adjusted.   

Travel may be required.   

Equal Opportunity Employer: 

YoungArts is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected status under applicable federal, state, and/or local laws. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills, and our values of excellence, collaboration, community, experimentation, respect, and integrity.