IT Helpdesk Technician

Description
Position Title: IT Helpdesk Technician
Department: Information Technology (IT)
Reports To: Assistant Director of IT Services
Date: December 2025
Status: Full-Time; Non-Exempt
Essential Functions
To ensure Performing Arts Fort Worth (PAFW) achieves an optimal work environment and equitable treatment of all, employees are guided by two fundamental directives, the PAFW Operating Principles and the PAFW IDEA Statement, in addition to adhering to other terms and policies outlined in the Employee Handbook.
In addition to upholding to these fundamental directives, the IT Helpdesk Technician fully supports the Information Technology (IT) Department.
The IT Department encompasses the following functions of the organization:

• Technology management of PAFW's IT infrastructure and enterprise systems.
• Support of internal users and interaction with outside vendors and consultants.
• Provides training, support, and maintenance of all IT hardware solutions, software systems and enterprise applications.
• Identifies issues, determines action plans that involve resolution, escalation, temporary solutions to allow business continuity.
  

Education, Experience & Skills Required

• Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent certification.
• 1 to 3 years experience working in an IT Helpdesk environment.
• Solid knowledge of computer hardware, mobile devices, networking, telecommunications, wireless technologies, and enterprise office environments, including installation, repair, testing, and troubleshooting.
• Experience supporting Apple macOS devices and related hardware.
• Working knowledge of Wi-Fi systems, ticket-scanning devices, and Point-of-Sale (POS) systems.
• General understanding of enterprise switching concepts.
• Strong interpersonal skills with an ability to deliver exceptional customer service.
• Demonstrated ability to perform thorough technical analysis, apply sound problem-solving, and follow tasks through to completion.
• Demonstrated commitment to continuous learning and professional growth.
• Ability to perform effectively in high-pressure situations.
  

Must maintain a positive attitude and influence others to do the same. Must make decisions consistent with organizational policies and goals and responsibly handle confidential information. Must work with accuracy and attention to numerous details and timelines. Strong verbal communication skills are essential to interact successfully with all PAFW staff and a diverse customer base. Ability to work under pressure, consistently providing calm and effective resolution of customer and PAFW staff concerns, requests and/or complaints in a courteous and informed manner.
Supervisory: Contractors and vendors working onsite.
Position Responsibilities
Key responsibilities include, but are not limited to

• Manage the technology support helpdesk, including logging, tracking, and resolving support tickets.
• Configure, support, and maintain the Microsoft Office 365 environment for users and workstations.
• Administer Microsoft Active Directory, SharePoint, OneDrive, and other enterprise applications.
• Provide end-user support for passwords, printers, phones, laptops, desktops, mobile devices, and software/hardware issues.
• Perform software patching, updates, and system upgrades.
• Provide user support and configuration assistance for Cisco, Office@Hand, or similar phone systems.
• Support mobile devices and apply best practices for Mobile Device Management (MDM) and Apple iPad administration.
• Assist with equipment moves and changes, ensuring proper setup and functionality.
• Troubleshoot basic network, cabling, and Wi-Fi issues.
• Apply network cabling standards and fabricate cables as needed.
• Open and track support cases with vendors and ensure timely resolution.
• Install, configure, and set up phones, computers, and printers for staff.
• Prepare and deploy portable switches, phones, printers, computers, and wireless components for events.
• Maintain clean, organized work practices in alignment with industry best standards.
• Develop and execute daily work plans aligned with operational needs.
• Create work schedules, procedures, and workflows as required.
• Document work clearly and communicate plans with relevant stakeholders.
• Demonstrate strong written and verbal communication skills.
• Work independently with initiative and follow-through.
• Perform other duties as assigned to support PAFW and departmental operations.
  

Please Note
PAFW is in the business of presenting arts and entertainment. To that end, all employees understand and accept that evenings and weekends are part of our operation. This position requires interacting with the public and being onsite for performances often.
This job description is not written to provide an all-inclusive listing of responsibilities and related activities. Job duties and assignments may change at any time with or without prior notice.
Physical/Visual Activities Or Demands
The physical and visual requirements commonly associated with performing the essential functions of this position include, but are not limited to:

• Operation of computers and standard office equipment, including calculators, telephones, copiers, and printers.
• Frequent movement throughout indoor and outdoor areas of the facility.
• Working in close proximity to coworkers, vendors, and members of the public.
• Ability to stand, walk, sit, reach, stoop, climb ladders, and crawl in or through low or confined spaces as needed.
• Manual dexterity, including the ability to use hands and fingers for fine motor tasks; clear speech and effective hearing.
• Visual acuity, including the ability to bring objects into sharp focus and distinguish colors.
• Ability to lift, carry, and move computers, peripherals, and other equipment weighing 50 pounds or more.
• Occasional assistance with lifting or moving equipment weighing up to 100 pounds, as required.
  

Environmental/Atmospheric Conditions
Environmental and atmospheric conditions commonly associated with the performance of the functions of this position include but are not limited to:

• Primarily inside; some work outside with wiring and cable connections.
• General office conditions.
  

Machines, Tools, Equipment And Work Aids
Representative, but not all inclusive of those commonly associated with this position are: mechanical and electrical equipment; computer, printer, copier, fax, phone.
Requirements
Education, Experience & Skills Required:

• Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent certification.
• 1 to 3 years experience working in an IT Helpdesk environment.
• Solid knowledge of computer hardware, mobile devices, networking, telecommunications, wireless technologies, and enterprise office environments, including installation, repair, testing, and troubleshooting.
• Experience supporting Apple macOS devices and related hardware.
• Working knowledge of Wi-Fi systems, ticket-scanning devices, and Point-of-Sale (POS) systems.
• General understanding of enterprise switching concepts.
• Strong interpersonal skills with an ability to deliver exceptional customer service.
• Demonstrated ability to perform thorough technical analysis, apply sound problem-solving, and follow tasks through to completion.
• Demonstrated commitment to continuous learning and professional growth.
• Ability to perform effectively in high-pressure situations.