IT Technician

This is a Full Time Job

(S) IT Technician

The IT Technician plays a key role in supporting the SXSW organization. You work closely with the IT Department, including our production wing (Tech Production), to update systems, troubleshoot problems, and provide hands-on support for IT issues. This role requires the ability to work both independently on projects and within a team.

Duties & Responsibilities

Responsibilities
include, but are not limited to:
• Developing/Maintaining critical technical infrastructure with proficiency in macOS, iOS, and networking
• Quality Assurance testing for tech solutions before implementation
• Mobile device management covering both in-office deployment as well as ramp up/down during the event (~500 devices total from February to March alone)
• Hardware/Software Administration - determining proper solutions for tech needs and managing deployment of new solutions, managing license counts, sourcing 3rd party resources where needed, imaging computers with custom software, managing serialized device inventory, and making necessary purchases.
• Technical support documentation - creating and updating support guides for the internal FAQ knowledge base
• Helpdesk Administration - managing configuration and use of our ticketing system, including programming automation necessary for proper ticket flow, updating canned responses with proper language, reporting, and troubleshooting user issues
• Phone System Administration - managing phone system infrastructure (call routing, time frames, automation, integrity, reporting/metrics)
• Basic Apple hardware/software repair and support
• Well-versed in Google Workspace account management

On-Site Responsibilities
• Work closely with the Tech Production team to receive and distribute technical equipment to various areas of the festival
• Provide 1st and 2nd tier support for onsite technical issues
• Assist with onsite networking for production areas
• Adhere to the production schedule to ensure deliverables are met

Qualifications

Qualifications & Skills

Qualifications include:
• Previous experience in a similar role
• Familiarity with MacOS and iOS
• Comfortable leading a team to accomplish tasks
• Proficiency with Google Workspace and Microsoft Office
• Ability to remain calm and communicate effectively in high-pressure situations
• Experience with the administration of software

Physical Requirements

The IT Technician role is a physically demanding job that requires lifting to 50 lbs, climbing a ladder, running cables, which may require working on the ground or in crouched positions, and various other production-related activities. Frequently required to sit, stand, or walk for long periods. Manual dexterity is required for keyboard, computer, and office equipment useThis role will also require substantial walking on concrete and other hard surfaces. Extended hours of physical labor will be needed on specific event days.

Work Location & Schedule

The position is located in Austin, Texas. Core business office hours are Mon-Fri, 10 am 6 pm. Must be available to work additional hours from January to March, including evenings and weekends.