Position:  I.T. Helpdesk Technician

Department: I.T. and Data Services

Reports to: Director of Business Systems (Seattle Rep)

Classification: Regular, Full-time, Non-exempt   

Compensation: $35.00

Grade: 26

Position Summary:

The I.T. Helpdesk Technician serves as a primary resource and point of contact for theater employees to identify, diagnose, mitigate, and resolve computer technology issues. This role is a key member of the I.T. and Data Services team, whose function is to provide a reliable and productive computing environment for employees and other theater constituents, including maintenance and improvement of each theater’s physical server and network infrastructure, computer equipment, cybersecurity posture, and usage of cloud-based software and services.

Seattle Children’s Theatre (SCT) and Seattle Rep are engaged in a resource-sharing initiative where certain administrative services are shared across the two organizations, including a combined box office and I.T. staffing. The I.T. Helpdesk Technician role is based primarily on-site and in-person at SCT, although assigned tasks and responsibilities may span across both theaters. The combined computing environment across both theaters consists of approximately 170 year-round and seasonal staff with 100+ laptops, shared workstations, server and network hardware, and miscellaneous other PCs and devices.

About SCT:

Seattle Children's Theatre (SCT) has served more than 4 million children since its founding in 1975 through professional theatre and arts education in the Puget Sound region and beyond. Our mission is to provide children of all ages access to professional theatre, with a focus on new works and theatre education.

SCT is committed to equity, diversity, accessibility, and inclusion in all areas of our work. We encourage applicants of all races, ethnicities, religions, gender identities and expressions, sexual orientations, abilities, ages, and backgrounds to apply. We value nontraditional career paths and transferable skills.

Essential Duties & Responsibilities:  

I.T. User Support

• Act as primary point of contact for theater staff to resolve I.T. issues and requests, offering both in-person and virtual support (e.g. hardware, software, and printer troubleshooting; software installations and support; cybersecurity response and virus/malware removal)
• Maintain computing device inventory and perform general maintenance tasks (e.g. PC imaging, component swaps, BIOS troubleshooting, hardware decommissioning)
• Respond to incoming I.T. requests, prioritize by urgency, track status, and document progress, notes, and resolution via helpdesk ticketing system
• Manage user account lifecycles, directory updates, distribution lists, access permissions, security controls, and policies across hybrid Windows Server and Microsoft 365 business environment
• Serve as general resource for training and education of staff members with a wide range of comfort and skill levels using business technology, modeling clear communication, patience, compassion, and positive support
• Assist users with technical support for other business systems, including basic investigation, troubleshooting, and liaising with external support contacts as needed
  • Examples: Tessitura CRM, Zoom, Adobe, DocuSign, RingCentral, Square POS
• Support cybersecurity posture and resources, including incident identification, mitigation, and resolution, and security awareness training and simulated attack campaigns

Network and Infrastructure Support

• Troubleshoot network and server infrastructure issues in collaboration with other I.T. staff and contractors
• Serve as collaborator for larger network and server projects, such as upgrades, replacements, and decommissions

I.T. Management

• Partner with other I.T. staff and contractors on general technology projects:
  • Information resource collaboration (shared files and project planning systems)
  • Network and server infrastructure updates
  • Incident response and disaster recovery processes
• Help with management of end-user I.T. and system process documentation (how-to articles, training resources, and shared policy libraries)
• Maintain familiarity with I.T. budget and resource allocation and strive to find creative and cost-effective solutions to technical needs
• Collaborate and communicate effectively with Data Services, Finance, HR, Facilities, and other teams across the theaters to support daily work, projects, and initiatives

Serve as an essential contributor to culture and success

• Add constructively to the collaborative and collegial health of the two organizations
• Add actively and constructively to the EDI (equity, diversity & inclusion) work of the two organizations
• Engage with and strive to embody SCT and Seattle Rep’s missions, visions, and values in all aspects of work

Other Responsibilities:

• Contribute positively to the organization's culture and success.
• Actively participate in equity, diversity, accessibility, and inclusion initiatives, including attending all-staff meetings & training.
• Embody the organization's mission, vision, and values in all work aspects.
• Other Duties as assigned

Qualifying Skills:

We recognize that experience can come from many places. This reflects our commitment to skills-based hiring, which focuses on a candidate’s ability to perform essential job functions—regardless of whether those skills were developed through formal education, professional experience, community work, or lived experience. If you meet most of the qualifications and are excited about this role, we encourage you to apply.

Required Skills:

• Bachelor's degree or equivalent experience
•  Two to four years of hands-on technical experience (or educational equivalent) and a desire to grow professional skills:

o   Desktop support (Windows, Mac)

o   Mobile devices (iOS, Android)

o   Microsoft 365 applications and administration, particularly SharePoint/OneDrive

o   Familiarity with Windows Server

o   Cybersecurity and antivirus solutions

o   Active Directory and Entra

• Strong interpersonal skills including diplomacy and thoughtful written and verbal communications, especially with employees spanning a wide range of technical expertise and I.T. comfort levels
• Attention to detail and quality of work
• Ability to determine urgency and prioritize among multiple tasks, managing workload and staying balanced during times of fast-paced work or interruptions
• A strong work ethic and demonstrated ability to work independently and collaboratively as part of a team

Preferred Skills & Nice-to-Haves:

• Genuine interest in the performing arts and the work of producing non-profit theater
• Additional areas of technical experience:

o   Cloud solutions (Azure/AWS)

o   Local and cloud backup solutions

o   Network maintenance (IP routing/switching, firewalls)

Physical Requirements & Work Environment: 

SCT will make reasonable accommodations to ensure accessibility for all employees.

Location:

This position is primarily based on-site at SCT, located at 201 Thomas St, Seattle, WA, primarily in a typical office setting. Duties may also be performed on-site at Seattle Rep, located at 155 Mercer St, Seattle, WA, also primarily in a typical office setting. Both sites are accessible via public transportation, and the two theaters are an approximate 5-10 minute walk from each other across the Seattle Center campus. This position’s duties may require moving from one site to another one or more times per day, based on projects, meetings, or escalated I.T. issues that cannot be resolved remotely. This position is eligible for one scheduled day of remote work per week after a 90-day introductory period and subject to the needs of the business and supervisor approval.

Schedule:

This is a full-time, hourly position typically scheduled for 40 hours per week. Flexible scheduling to support work-life balance may be discussed as needed, including earlier or later start and end times while still following a typical 8-hour workday and 40-hour workweek. Off-hour support during evenings or weekends may be required in the rare event of critical I.T. incidents. After a successful 90-day introductory period, this position becomes eligible for one regularly scheduled remote workday per week. Remote work approval is subject to the needs of the business and must be coordinated in advance with the employee’s supervisor.

Salary:

This is a regular, full-time, non-exempt position paying $35.00/hour. 

Benefits:

·       Hourly Pay Range: $35.00 (non-exempt, Grade 26)

·       Vacation: 80 hours annually

·       Sick Time: 96 hours annually

·       Health, Dental, and Vision: Employer-paid coverage

·       Retirement: Optional 403(b) plan

·       Additional: FSA options, ORCA Passport, discounted parking

SCT uses a transparent, negotiation-free compensation structure to ensure pay equity across roles. Grade levels and pay are based on the scope and responsibilities outlined in each job description.

How to Apply

To apply, submit your resume and cover letter through our website at https://www.sct.org/about-us/work-with-us/available-positions/ . Applications will be reviewed and the position will remain open until filled.

If you need accommodations during the application or interview process, please contact shannont@sct.org.

Additional Information:  

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Seattle Children's Theatre provides equal employment opportunities to all employees and applicants for employment. We are committed to building a welcoming workplace for people of all backgrounds and experiences. We believe that diversity of thought, background, and identity makes us stronger and enriches our work.