IT Support Specialist

Position Purpose: The IT Support Specialist provides Tier 1 and Tier 2 technical support to ensure all staff can work effectively with the organization's technology resources. This role manages the IT Help Desk, supports hardware and software systems, coordinates onboarding and offboarding-including Microsoft 365 provisioning-and delivers exceptional customer service., * Help Desk Support and Issue Resolution. This position will serve as the first point of contact for IT-related issues via Jira, phone, and email. Will diagnose and resolve Tier 1-2 issues related to hardware, software, network connectivity, printers, and peripherals.

• Prioritize and manage tickets according to Service Level Agreements (SLAs).

• Provide Ordway Internal Meeting Technology Support.

• End-User Support, Onboarding, and Offboarding. Install, configure, and maintain hardware and software for staff on endpoints. Provide basic training and guidance to users on technology tools and best practices.

• Network and Phone support. Assist with phone system maintenance, updates, and troubleshooting. Perform basic network troubleshooting, reboots, and general systems maintenance.

The position requires a strong willingness to learn, curiosity, adaptability, and excellent critical-thinking skills to diagnose issues, evaluate solutions, and support staff in a positive and professional manner., * High school diploma or GED required, B.A. or Associates degree in MIS, Computer Science or related field, or equivalent experience preferred.

• One to two years of help desk experience required.

• Experience with Microsoft and help desk software required.

• Experience working in nonprofit or performing art center preferred.

• Basic understanding of Windows-based enterprise environments (Active Directory, DHCP, DNS, LAN connectivity, network printers).

• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint, OneNote).

• Troubleshooting experience across hardware, software, and network issues.

• Enthusiastic about expanding technical skills and learning new technologies.

• Ability to identify root causes and recommend effective solutions.

• Comfortable making decisions in ambiguous or time-sensitive situations.

• Communicate clearly with users of varying technical skill levels.

• Produce accurate, user-friendly documentation and instructions.

• Work collaboratively with all departments and contribute to process improvements.

• Demonstrate patience, empathy, professionalism, and a strong customer-first mindset in all interactions.

• Flexibility to support occasional evening or weekend projects.

• High attention to confidentiality and data security.

The Ordway: The Ordway Center for the Performing Arts is one of the leading performing arts centers in the United States and a catalyst for vibrant arts in Minnesota. Powered by hundreds of talented and dedicated staff members and volunteers, the Ordway is renowned for its multidisciplinary programming, welcoming atmosphere, and comfortable environment. The Ordway welcomes audiences of all ages and backgrounds for year- round eclectic and entertaining offerings, including Broadway musicals, concerts, dance, vocal artists, and new works. Performances take place in the 1,900-seat Music Theater and a 1,100-seat Concert Hall. The Ordway serves tens of thousands of students and families each year through its arts education and community impact programs, and is a proud member of the Arts Partnership, a collaboration comprising the Ordway, Minnesota Opera, The Saint Paul Chamber Orchestra and Schubert Club.