IT Technician

The Organization

The Columbus Association for the Performing Arts (CAPA) is more than just a performing arts organizationit's a cornerstone of creativity, culture, and community in Central Ohio. At CAPA, we are committed to inspiring and transforming lives through the power of the performing arts. With a rich history and a dynamic vision for the future, we manage iconic theaters, host world-class performances, and foster a love of the arts in audiences of all ages.

The Opportunity

• Do you get genuine satisfaction from being the person who solves the problemwhether it's a laptop that won't boot two minutes before a show or a network hiccup threatening a sold-out performance?
• Are you energized by variety, supporting everything from desktops and printers to firewalls and Wi-Fi, across historic downtown theatres and the partners CAPA serves?
• Do you take pride in delivering technical fixes with patience and clarity, so colleagues, and partners alike walk away feeling helped rather than talked at?

Primary Function

The IT Technician plays a crucial role in ensuring the smooth operation of the organizations IT infrastructure while providing top-notch support to CAPAs end users, which includes employees in multiple locations in Columbus, OH and one in New Haven, CT. In addition to CAPA systems, this position also supports the IT systems for shared services partners, which includes Franklin Park Conservatory and Botanical Gardens, Columbus Symphony Orchestra, Jeanne B. McCoy Community Center for the Arts, Drexel Theatre, Opera Columbus, and The Contemporary Theatre of Ohio. This position requires exceptional troubleshooting capabilities and a strong focus on internal customer service.

Duties and Responsibilities

• Provides expert-level technical support to end-users, including hardware, software, and network-related issues.
• Diagnoses and resolves IT problems efficiently, ensuring minimal downtime for users.
• Collaborate with team members to identify and address complex technical challenges.
• Delivers exceptional customer service by communicating technical solutions in a clear and understandable manner.
• Prioritizes and addresses user issues promptly, keeping users informed about the status of their requests.
• Maintains a positive and professional demeanor when interacting with users, ensuring their satisfaction.
• Utilizes exceptional troubleshooting skills to identify and resolve IT issues, both remotely and in person.
• Analyzes, researches, and implements solutions to recurring problems, aiming to prevent future issues.
• Documents troubleshooting processes and solutions for reference and knowledge sharing.
• Installs, configures, and maintains hardware components, including desktops, laptops, servers, and printers.
• Assists in the deployment and maintenance of software applications, ensuring licensing compliance and security protocols.
• Assists with the setup and maintenance of network infrastructure, including firewalls, switches, and wireless access points.
• Troubleshoots network connectivity issues.
• Educates end-users on best practices for information security. Maintains and enforces IT security policies to protect the organization's data and assets.
• Creates and updates documentation for IT procedures, configurations, and troubleshooting guides.
• Maintains an accurate inventory of hardware and software assets.
• This job description is not designed to cover or contain an exhaustive list of duties, responsibilities, and key performance objectives that are expected of the employee. These items may change, or new job-related items may be assigned from time to time.

Knowledge, Skills and Abilities

• Excellent problem-solving skills and the ability to troubleshoot complex problems in a network computing environment.
• Strong technical knowledge of Windows and Apple operating systems in a hybrid AD environment.
• Strong technical knowledge of hardware, software, TCP/IP, DNS, DHCP, and Layer 2 switching.
• Excellent customer service and interpersonal skills.
• Ability to work both independently and as part of a team.
• Effective written and verbal communication skills.
• Periods of time may be spent delivering and moving computer equipment. Some lifting or otherwise moving materials weighing up to 50 pounds is required, with or without accommodation.
• Extended periods of time may be spent in a stationary position at a computer terminal.
• Ability to walk between downtown theatre locations; ability to provide own transportation for driving to/from non-downtown locations
• Preferred Knowledge, Skills, and Abilities:
• Proficiency with VMWare VSphere.
• Active Directory / Entra, SharePoint, Exchange, and Teams administration
• Strong knowledge of Windows Group Policy.
• Familiarity with IT security best practices and protocols.

Credentials and Experience

• Successful background check.
• Associate degree or certification in computer science, information technology or a related field, or an equivalent combination of education, training, and experience.
• Must own and carry a mobile phone and be available for IT emergencies, including weekends and evenings.
• Valid Drivers License with the ability to provide own transportation between local work sites.
• The base bay for this role is $58,000 - $60,000 and is full-time, exempt.