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About the Role

BAM is seeking a Helpdesk Coordinator to provide first-level technical support to BAM staff. This role resolves routine support requests, assists with hardware and software tasks, and escalates complex issues. The Helpdesk Coordinator handles a defined scope of end-user issues and is not expected to independently diagnose complex problems or support infrastructure.

Responsibilities

• Respond to and resolve Tier 1 end-user support requests including password resets, software access issues, peripheral connectivity, and basic hardware problems using established procedures.
• Accurately log all tickets, updates, and resolutions in the IT ticketing system.
• Escalate tickets requiring analysis, judgment, or infrastructure involvement to the Desktop Analyst with sufficient documentation.
• Assist the Desktop Analyst with hardware setup, configuration, and deployment of devices.
• Assist with conference room and AV equipment setup and basic troubleshooting.
• Replenish printer consumables including toner and paper.
• Maintain service records and update inventory as directed.
• Adhere to all IT policies, procedures, and security guidelines.
• Provide courteous, professional communication to end users.
• Assist end-users with basic office productivity application questions.
• Support IT staff with general logistics including equipment moves and staging.
• Participate in knowledge sharing and development activities offered by more senior IT staff.

Requirements

• Associate degree in Information Technology or equivalent experience, or demonstrated proficiency through prior IT internship or work experience.
• Familiarity with Windows and iOS operating systems and Microsoft Office applications.
• Ability to follow documented procedures accurately and consistently.
• Strong verbal and written communication and customer service skills.
• Ability to manage multiple open tickets reliably and simultaneously.
• Employees must have completed at least 1 year of continuous, active service in their current position.
• Employees must have performed in a satisfactory manner without any corrective actions in the last 12 months.

Skills

• Experience with ticketing systems
• Exposure to Active Directory user account management
• Familiarity with AV or conference room equipment

Location

• Brooklyn, NY 11217

Work Type

• Full-Time
• On-site at BAM 3+ days a week
• Occasional hybrid days

Experience Level

• 1 year of continuous, active service in current position

Education Level

• Associate degree in Information Technology or equivalent experience

Salary/Compensations

• $56,160.00 - $56,160.00

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Retirement plan opportunities (401(k) and pension plans)
• Access to BAM's programming

About the Company

• Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York.
• For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas—engaging both global and local communities.
• BAM showcases the work of emerging artists and innovative modern masters with world-renowned programming in theater, dance, music, opera, film, and much more.

Equal Opportunity

• Brooklyn Academy of Music is an Equal Opportunity Employer.
• BAM recognizes that historic institutional practices lead to a non-inclusive environment and is working to address diversity and inclusion in all forms.
• The Information Technology division supports and continues to take part in this process.