I.T. Helpdesk Technician

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

Network and Infrastructure Support

I.T. Management

Information resource collaboration (shared files and project planning systems)

Serve as an essential contributor to culture and success

Other Responsibilities :

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 :

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

Preferred Skills & Nice-to-Haves :

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 :

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 . 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.