IT Support Desk Specialist

Job Highlights 

The IT Support Desk Specialist serves as the primary point of contact for technology support across the organization, delivering responsive, high-quality service to staff and, as needed, patrons and volunteers. Working in close partnership with the organization's managed services provider (MSP), this position handles day-to-day IT support requests, troubleshoots hardware and software issues, maintains end-user systems, and ensures that technology infrastructure reliably supports both administrative operations and public-facing programming.

The ITSDS is a technically skilled, service-oriented professional who communicates with patience and clarity, thrives in a dynamic arts environment, and takes genuine pride in helping colleagues solve problems efficiently.

This position generally follows a Monday through Friday schedule during standard business hours; however, due to the nature of a performing arts organization, flexibility is required. The role includes periodic evening and weekend availability to support performances, events, and box office operations. Additionally, occasional after-hours work may be necessary for network maintenance, troubleshooting, or coordination with managed service providers. While advance notice will typically be provided, some situations may arise with limited notice. The successful candidate will also be expected to monitor team communications (e.g., email, messaging platforms) and respond promptly to urgent issues as needed.

Join Us!

We are looking for talented, passionate, and dedicated people who are eager to make contributions to our community and our mission. If you are excited about this position but your experience does not align perfectly, we encourage you to apply! You may be just the right candidate for this position or another role at HGO.

About the Houston Grand Opera

The mission of HGO is to enrich our diverse community through the art of opera. We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice. HGO has received a Tony Award, three Grammy Awards, and three Emmy Awards – we are the only opera company in the world to win all three honors.

Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand. We believe every team member enriches our organization by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

Compensation and Benefits

We offer robust benefits to full-time employees, including:

• Comprehensive and affordable health benefits.

• Generous paid time off.

• 403b retirement plan with employer match.

• Flexible work schedule.

• Professional development fund and opportunities.

• Discounted parking in the Theater District garage and nearby lots, plus easy access to Metro transportation.

• Free tickets to our mainstage and community productions and events.

Key Responsibilities

Help Desk & End-User Support

• Serves as the onsite point of contact for IT support requests, providing timely assistance via in-person, phone, email, and ticketing system channels.

• Diagnoses, troubleshoots, and resolves hardware, software, and connectivity issues for staff across all departments.

• Logs, tracks, and closes support tickets in the organization's help desk system, maintaining clear documentation of issues and resolutions.

• Escalates complex or unresolved issues to the managed services provider, serving as a knowledgeable liaison and following through to resolution.

• Provides white-glove support during performances, events, and box office operations, ensuring critical systems are functioning smoothly.

• Delivers a consistently courteous, patient, and professional support experience regardless of the user's level of technical expertise.

Hardware & Device Management

• Configures, deploys, maintains, and retires end-user devices including laptops, desktops, tablets, and mobile devices.

• Troubleshoots and maintains printers, scanners, and other peripheral equipment; coordinates repairs as needed.

• Supports network equipment including routers, switches, wireless access points, and related infrastructure in coordination with the MSP.

• Maintains an accurate inventory of all hardware assets, tracking assignments, warranties, and lifecycle status.

• Supports and troubleshoots the organization's VoIP phone system, including provisioning handsets, managing voicemail, and coordinating with the phone system vendor for advanced issues.

Microsoft 365 & Software Support

• Provides expert-level end-user support for the full Microsoft 365 suite, including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and OneDrive.

• Manages Microsoft 365 user accounts, licenses, distribution lists, and shared mailboxes in coordination with the MSP.

• Assists with onboarding and offboarding workflows, including account provisioning, device setup, and access management.

• Supports staff with additional software applications used across the organization, escalating to vendors or the MSP when needed.

Ticketing, Box Office & Patron-Facing Systems

• Assists box office and development staff with system access, troubleshooting, printing equipment, and point-of-sale hardware during business hours and performances.

• Supports the reliability and uptime of box office systems during high-demand periods, including opening nights, subscription renewals, and special events.

MSP Collaboration & IT Operations

• Maintains a productive, day-to-day working relationship with the organization's managed services provider, serving as the primary internal IT contact.

• Coordinates with the MSP on network monitoring, security patching, endpoint management, backup verification, and other managed services functions.

• Participates in regular check-ins and reviews with the MSP; communicates organizational needs, upcoming events, and changes that may affect IT planning.

• Assists in the implementation of IT projects, upgrades, and initiatives as directed by the IT Director or MSP.

• Monitors and communicates the status of open MSP tickets and escalations, ensuring issues are resolved within established service level agreements.

Security, Compliance & Documentation

• Reinforces cybersecurity best practices among staff, including phishing awareness, password hygiene, and safe data handling.

• Assists with responding to security alerts and incidents in coordination with the MSP.

• Maintains clear and current documentation for IT procedures, system configurations, hardware inventory, and user guides.

Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent combination of education and experience considered.  2+ years of experience in an IT help desk, desktop support, or systems administration role. Experience supporting Microsoft 365 in a business environment required. Prior experience in a nonprofit, arts, cultural, or live events environment a plus. Ability to configure and troubleshoot printers, peripheral devices, and basic network equipment. Familiarity with VoIP phone systems; experience with provisioning and basic administration preferred. Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and wireless networking.

Special Job Characteristics

Exceptional interpersonal skills; approaches every support interaction with warmth, patience, and professionalism.  Strong verbal and written communication skills; able to explain technical concepts clearly to non-technical users. Effective problem-solver who takes ownership of issues and follows through to resolution.  Highly organized with the ability to manage multiple open tickets and shifting priorities simultaneously. Reliable and flexible, with a genuine willingness to work evenings and weekends as required by the performance and event calendar.  Collaborative team player who works well with both technical partners (MSP) and non-technical colleagues.  Enthusiasm for the mission of the arts and an appreciation for the unique rhythms of a live performance organization.

Physical Demands

The physical demands described here are representative of those we consider important for an employee to successfully perform essential functions of this job: extended periods of sitting and performing tasks such as typing and using a computer mouse, with strong visual and auditory focus, occasional lifting (not exceeding 20 pounds), reaching for items, effective communication skills, and fine motor abilities, being mobile within the office for activities like attending performances, events, and meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity

Houston Grand Opera is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at HGO are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by federal, state, or local laws or regulations. HGO will not tolerate discrimination or harassment based on any of these characteristics. HGO encourages applicants of all ages.