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Desktop Support Technician

North Texas Public Broadcasting
KERA TV, KERA 90.1 and KXT 91.7

KERA, the public broadcasting organization for Dallas/Fort Worth, has an immediate opportunity for a highly qualified individual to join the KERA team as Desktop Support Technician. Serving the country’s fifth-largest media market, KERA reaches more than 2 million people weekly through KERA TV, KERA 90.1 FM, Triple-A music station KXT 91.7 FM, an award-winning local news division, robust arts unit Art&Seek, and a constellation of digital properties, including kera.org, keranews.org, kxt.org and artandseek.org. For more than 50 years, North Texans have turned to KERA as a vibrant destination for community engagement and lifelong learning.

POSITION SUMMARY

The Desktop Support Technician works across a broad range of technologies and liaises across multiple areas of the organization to support incidents, problems and requests. Responsible for answering IT requests via digital ticketing system, phone, email or live chat to resolve and/or explain solutions in technical and nontechnical terms in a timely fashion. The Desktop Support technician provides high-quality, friendly in-person customer service for KERA employees and guests. This technician will be the end-users’ primary point of contact for system support. Reports to the IT Manager.

ESSENTIAL RESPONSIBILITIES

• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with IT standards and protocol
• Provide 24×7 end-user support, ensuring a timely response and closure to trouble tickets submitted to KERAs ticketing system
• Troubleshoot end-user devices and software and providing advice and guidance to colleagues regarding incidents
• Maintain installed PCs, laptops, mobile devices, networks, telephone systems and peripherals with routine maintenance
• Identify, log and resolve technical problems with software applications, hardware or network systems
• Identify potential changes and system improvements to present to IT Manager for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines
• Create, maintain and distribute progress reports to IT Manager and VP of Technology
• Maintain client databases with up-to-date solutions and clear record of activities
• Keep IT inventory of hardware and software up to date
• Assist IT Manager with day to day maintenance of network systems

ESSENTIAL QUALIFICATIONS

• Associate’s degree in related technical field; Bachelor’s degree preferred
• Customer-focused and solution-oriented demeanor with comprehensive troubleshooting skills
• Excellent organizational and communication skills, both written and verbal
• Experience with Windows and Mac Operating systems
• Two years of previous troubleshooting and customer service experience, including face-to-face experience required
• Ability to take initiative and move projects forward with limited direction
• Ability to work on multiple projects in a fast-paced environment as part of a team or self-directed
• Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations
• Must be able to lift 25lbs and have the ability to work on ladders
• Must be available/willing to work after normal business hours, and on weekends as needed
• Certifications in Comptia A+ or similar a plus

HOW TO APPLY

Please provide a resume and a cover letter summarizing professional accomplishments and qualifications relative to the position. Please state how you found out about the position. Submit this information as you prefer:

» E-mail to: [email protected]
» Fax to: 214-740-9323
» Mail to: KERA, Attn. Human Resources, 3000 Harry Hines Blvd., Dallas, Texas 75201

We offer a competitive salary and benefits for this regular full-time position.

North Texas Public Broadcasting is an Equal Opportunity Employer.