IT Help Desk Analyst

The application window for this position has an anticipated end date of 12/06/2024.

Company Overview

The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year. 

The DCPA’s workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers. 

Our Mission:  “We engage and inspire through the transformative power of live theatre.”

Culture Statement 

For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts’ success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism. Our commitment to reflect the diversity and priorities of our community — in our workplace, audience and programming — has never been more present. 

We believe that the theater can transform us — and be transformed by us. We invite you to be part of our Team. 

Job purpose

Under general supervision, this role performs a variety of computer systems and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, auditing, and supporting of PC and Mac hardware, software applications, peripherals, and communication devices.  The Helpdesk Analyst will communicate status updates for help desk work orders to both the requestor and to a IT staff.  This position is responsible for analyzing new or existing processes and policies for the help desk system and support team, as well as ensuring ticket SLA’s are consistently met.

Duties and responsibilities

• Serve as the primary point of contact for our DCPA Teammates to report telephone and technology related issues.
• Diagnose and resolve desktop and application-related problems including problems with passwords, printers, email, anti-virus programs, business software and troubleshooting wireless connections with users on PCs and/or Macs
• Diagnose and resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Maintain technical and training documentation
• Monitor Service Desk for tickets assigned to the queue and process based on priority
• Appropriately escalate unresolved problems to the next level of support
• Maintain and troubleshoot access to the network including cabling, wireless, software installation and security standards.
• Responsible for on-boarding and off-boarding employees into the Center’s systems: Active Directory, email, resource access, etc.
• Perform user audits of various IT systems, security groups and softwares.
• Set up and manage the conference room and off-site equipment including but limited to computers, printers and audio / visual equipment and resources (projectors, screens, laptops.) 
• Perform timely workstation hardware and software upgrades as required.
• Support show configuration updates and changes as requested
• Perform training, as needed to our teammates on basic software functionality and use

• Assist in the development and maintenance of documentation for all internal and external-facing FAQ’s and processes and procedures as relate to the position and helpdesk functionality.  
• Coordinate equipment and software repairs, orders, replacements, etc. with vendors as needed.
• Help maintain accurate inventories and assist in ordering equipment as directed; manage the equipment inventory and roll-out to provide a continuous just-in-time availability of equipment for existing staff/positions as well as new and developing ones.
• Assist in monitoring all incident and problem work to ensure Service Level Agreements are met.

Qualifications

• Four or more years of experience, or a combination of relevant education, certifications and/or experience
• Experience and knowledge of: Active Directory, Windows Server, Microsoft Office365, and OSX 10.x+ & Windows 10. 
• Experience with hardware and software installations and troubleshooting. 
• Demonstrate the ability to learn new technologies.
• Excellent customer service and communication.
• Available to work some nights and weekends, if necessary.  
• Able to lift up to 50 pounds. 

Supervisor responsibilities

None

Working conditions

This position operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Direct reports

None

Compensation

$22.00 - $22.50 hourly

Benefits

Full time positions include the following benefits:

Medical, Dental, Vision, Disability, Flexible Spending Accounts, Life Insurance and Pet Insurance

401k Plan with employer contributions

Time off benefits including personal days, sick days, vacation days and 10 paid holidays.

The DCPA is located in Denver, CO and all roles are based at our on-site location: 1101 13th Street, Denver, CO 80204. Some roles at the DCPA may be eligible for hybrid work options. More information is available through the interview process. 

The DCPA does not require applicants to disclose age, date of birth or dates of attendance and/or graduation from an educational institution in their application for employment. Applicants may redact these and other applicable dates from their resume, transcript, and any other material that they submit as part of their application for employment.

In order to provide high quality, culturally competent care to our patrons, students, guests and team members, it is of highest importance that our hiring practices reflect our values by offering an environment that celebrates diversity and embraces inclusion. All of our team members – regardless of race, ethnicity, sexual orientation, gender identity, age, language, abilities/disabilities, socioeconomic status, geographic region, or other defining characteristics – should feel welcome and valued.