Job Description

Job Location: Peter Jay Sharp Building - Brooklyn, NY 11217
Position Type: Full-Time
Salary Range: $56,160.00 - $56,160.00 Salary
Job Category: ITINTERNAL CANDIDATES ONLY!!
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. With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.
BAM is seeking a Helpdesk Coordinator to provide first-level technical support to BAM staff under regular supervision. The Helpdesk Coordinator resolves routine, well-defined support requests and assists the Desktop Analyst with hardware and software tasks. This role handles a defined and narrow scope of end-user issues and escalates anything outside that scope to the Desktop Analyst. The Helpdesk Coordinator is not expected to independently diagnose complex issues, support infrastructure, or operate on non-routine problems.

Essential Duties and 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 and known solutions.
- Accurately log all tickets, updates, and resolutions in the IT ticketing system.
- Escalate tickets requiring analysis, judgment, or infrastructure involvement to the Desktop Analyst in a timely manner with sufficient documentation of the issue and steps already taken.
- Assist the Desktop Analyst with hardware setup, configuration, and deployment of devices.
- Assist with conference room and AV equipment setup and basic troubleshooting using established procedures.
- Replenish printer consumables including toner and paper, in coordination with Desktop Analyst or IT Junior Generalist
- Maintain service records and update inventory as directed.
- Adhere to all IT policies, procedures, and security guidelines.
- Provide courteous, professional communication to end users throughout the support process.
- 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, including supervised hands-on work and structured learning opportunities; apply skills gained through these activities within the defined scope of this role.

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

Compensation: The salary for this position is $56,160. This role is represented by Local 2110 and will be paid in accordance with the BAM/UAW Local 2110 Collective Bargaining Agreement. This position is full-time, non-exempt, and eligible for benefits. BAM provides a comprehensive benefits package including medical, dental, and vision insurance, retirement plan opportunities including both 401(k) and pension plans, as well as BAM-related benefits including access to BAM's fantastic programming.
Working conditions: Category 2: Administrative Work with Mobility
- Primarily office-based across BAM's four-building campus with ability to work remotely as approved by the Associate Director of IT, Director of IT or CTO.
- Ability to lift up to 60 pounds (computers, monitors, servers, backup batteries, etc.).
- Ability to move throughout facilities as required.
- Location: On-site at BAM 3+ days a week, with occasional hybrid days consistent with the workload and the department’s needs.
Application Instructions: Must complete an online application through BAM's website  - no phone calls, emails or walk-ins, please.
Internal Applicants must apply through BAM's website by 5pm Friday, July 24, 2026.
Employees must meet all of the following criteria to be considered for an interview:
Completed at least 1 year of continuous, active service in current position. (Positions excluded include, but are not limited to, temporary assignments, and probationary employees):
- Meet the experience and skills requirements as outlined in the job post;
- Be employed in the current position for at least one year:
- Performed in a satisfactory manner without any corrective actions in the last 12 months
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. Individuals in BAM are experiencing their own pace during this process, which is not uncommon when addressing power and privilege. The Information Technology division supports and continues to take part in this process.