IT Support Specialist II - Straz Center for the Performing Arts

Be Part of the Show at the Straz Center for the Performing Arts!

Located in downtown Tampa, the Straz offers flexible hours, event-based schedules including evenings and weekends, and a team-based work environment. Straz benefits for full-time staff include options for health/dental, vision, and other benefits plus a generous 403(b) plan.

The IT Support Specialist II is a key member of the Information Technology team responsible for providing advanced technical support to end-users and maintaining the organization's IT infrastructure. This role involves a combination of hands-on technical skills, excellent customer service, and a proactive approach to problem-solving. The IT Support Specialist II will handle escalated support tickets, troubleshoot complex technical issues, and play a crucial role in maintaining the overall efficiency and effectiveness of the company's IT systems. This role will participate as part of the on-call rotation, and the rotation for swing shift hours (Friday through Tuesday, 1:00p.m. until 9:30p.m.) to support the Straz Center operations.

Essential Duties and Responsibilities:

Advanced Technical Support

• Provides advanced level support to all end-users, resolving complex technical issues related to hardware, software, and network systems, acting as an IT Business Partner to all Departments.
• Troubleshoot and resolve escalated help desk tickets within established service level agreements (SLAs).
• Coordinates and/or facilitates the onboarding and offboarding of employees, vendors, and contractors within the operating environment.

Infrastructure Maintenance

• Assist in the installation, configuration, and maintenance of hardware and software systems, including servers, workstations, peripheral components, and mobile devices, as well as networking equipment.
• Document and maintain inventory of computing hardware and software in the company.

User Training and Documentation

• Conduct training sessions for end-users on new technologies, systems, and best practices.
• Create and maintain documentation for IT processes, procedures, and troubleshooting guides.

Collaboration

• Collaborate with IT team members to identify and implement process improvements.
• Work closely with all staff, Consultants, and any IT Business Partners to ensure a smooth escalation and resolution process.

Security and Compliance

• Implement and enforce IT security policies and procedures.
• Stay informed about the latest security threats and implement measures to protect the organization's data and systems.

Project Support

• Participate in IT projects, providing technical expertise and support as needed.
• Assist in the planning and execution of system upgrades and migrations.

Vendor Management

• Liaise with external vendors to coordinate support and maintenance activities.
• Evaluate and recommend new technologies and solutions to enhance the organization's IT infrastructure.

Monitoring and Reporting

• Monitor system performance and conduct regular health checks.
• Generate reports on IT metrics, issue resolution, and system performance.

Other:

• Must pass on-site skills assessment.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• Troubleshooting skills and deductive reasoning sufficient to gather relevant symptoms, deduce probable cause, research information sources, as necessary, and resolve the problem in the minimum amount of time.
• Proven ability to communicate effectively with all levels of employees within the organization, as well as strategic vendors and business partners outside of the organization.
• Working knowledge to support:
  • Microsoft Office 365 - OneDrive, Teams, SharePoint
  • Remote Desktop
  • Mobile Devices
  • User creation through Active Directory
  • Printer troubleshooting
  • Basic networking troubleshooting
• Detail oriented, critical thinker, with strong documentation skills.
• Ability to work and effectively communicate with non-technical staff.
• Ability to work collaboratively as part of the IT team.
• Ability to manage priorities and multi-task in a fast-paced environment.
• Ability and willingness to work a variable schedule, evenings, weekends, and holidays to meet operational needs.
• Microsoft Teams and End Point Manager preferred, but not required.

Education and Work Experience:

• Associates Degree in Information Technology or high school diploma paired with equivalent work experience providing IT support for over four years.
• Certifications such as A +, Network +, MCP, MCTS, Security + are highly recommended.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• The nature of this job requires the employee to work on-site as a regular work routine.
• While performing the duties of this job, the employee is regularly required to sit and use the telephone. The employee is frequently required to walk or stand; reach with hands and arms and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel.
• The employee is occasionally required to lift or move up to 25lbs, climb and stand on ladders, crawl in confined spaces, and bend and reach.

The David A. Straz, Jr. Center for the Performing Arts, Inc. is an equal opportunity employer committed to being an inclusive workplace and strongly believes in the importance of having a diverse group of individuals represented. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Please visit our website at www.StrazCenter.org to learn more about the Straz Center.