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Junior Support Specialist (Temporary)

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Publicado hace 24 días

About Robin Hood

Robin Hood is New York City’s largest poverty-fighting organization. In addition to funding 200+ of the most effective nonprofits serving New Yorkers experiencing poverty, we amplify financial support with a range of management assistance.

Building on more than 30+ years of experience, Robin Hood is expanding our impact with an explicit focus on lifting families sustainably and measurably out of poverty through influencing policy, raising our thought leadership profile, importing and exporting effective ideas and strategies nationally, and building new collaborations with strategic partners.

 

Position Overview

The Junior Support Specialist ensures effective and efficient computer operations so that end users can accomplish their goals. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution will involve the use of diagnostics and help request tracking tools, and hands-on assistance at the desktop level.


This is a full-time temporary position at 40 hours per week for 6 months with the potential to convert to a permanent full-time role.

 

Responsibilities

Responsibilities include, but are not limited to:

Support organization helpdesk by assisting end-users and managing tickets

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue, via helpdesk software
  • Ask questions to understand the situation thoroughly and identify the root cause of issues so that an optimal solution is found
  • Prioritize issues and create a plan for resolution within SLA timeframes; escalate problems (when required) to the appropriate experienced technician
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions that are taken, through to the final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to assist in problem resolution
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems

Provide adequate application support to all staff

  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
  • Test fixes to ensure the problem has been adequately resolved
  • Develop help sheets and knowledge base articles for end-users


Ensure ongoing IT operations

  • Apply windows patches according to the agreed-upon schedule
  • Monitor system alerts and proactively perform maintenance when needed
  • Work closely with vendors to ensure seamless operations
  • Manage inventory by checking in and out equipment and understanding organizational needs so that new equipment is ordered when necessary

Partner with Systems Administrator to ensure user accounts with 100% accuracy, including provisioning and deprovisioning for new hires, existing employees, and any employee changes

 

Assist with basic AV setup when required

  • Understand Zoom functionality and assist in managing internal and external meetings/ webinars

Other responsibilities may include backing up the IT Manager with the following:

  • Administer servers and networking equipment
  • Assist users with software issues for a predefined set of software
  • Consult with users at the work unit or departmental level on complex problems/issues and offer appropriate solutions
  • Coordinate and assist with projects rollouts and tasks
  • Develop and provide basic or intermediate user training
  • Participate in the development of effective processes and procedures
  • Research and recommend information security/information assurance policies, principles, and practices
  • Participate in and provide information for the strategic planning process at the departmental level

The temporary Junior Support Specialist is on the Information Technology team and will report to the Systems Engineer.

Qualifications

  •  Strong critical thinker, getting to the root causes of problems and generating effective solutions
  • Exceptional communicator: skilled listener, asks the right questions, builds relationships with others effectively, strong written and verbal communication
  • Exemplary customer service orientation and strong work ethic with the ability to thrive in a fast-paced, entrepreneurial environment
  • Excited not just to solve problems but to proactively make technology at Robin Hood flawless, ultimately ensuring that our staff is more effective in fighting poverty
  • Exceptional judgment; knows when to ask for help
  • Always on time, always reliable, always professional
  • Strong knowledge of Windows 10, Microsoft Office Products, video conferencing applications, virus, and spyware removal, desktop break/fix hardware, configuration and troubleshooting of printers, and AV equipment configuration
  • Knowledge of the Mac environment
  • Knowledge of Windows Server 2016+, Ring Central VIOP systems, Wired & wireless networking a plus
  • Basic security a plus

  

Robin Hood Guiding Principles

As an organization committed to economic mobility, our work is grounded in the following Guiding Principles:

  • Diversity, equity, and inclusion
  • Proximity and humanity
  • Risk-taking and innovation          


Our professional community reflects myriad demographic characteristics, perspectives, and backgrounds, which includes various identities that reflect diversity in gender identity and expression, race, ethnicity, religion, sexual orientation, ability, and socioeconomic status. Our colleagues have access to opportunity and advancement, as we promote fair and equitable treatment and have encouraged participation by underrepresented groups. As a team, we promote a sense of belonging, high levels of engagement, and shared respect.

  • Robin Hood puts people first. Always.
  • Robin Hood is unafraid to take action and create solutions.
  • Robin Hood is data driven and heart led.
  • Robin Hood works the coat check.


Salary and Benefits

Salary is competitive and commensurate with experience. Robin Hood has excellent benefits and encourages strong work-life balance.

 

To Apply

Please visit our website to complete our online application.

Robin Hood is an equal opportunity employer. Applicants from diverse backgrounds and identities are encouraged to apply.


Please note that Robin Hood Foundation has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees. As a condition of employment, Robin Hood employees are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.


About Robin Hood

Robin Hood is New York City’s largest poverty-fighting organization. In addition to funding 200+ of the most effective nonprofits serving New Yorkers experiencing poverty, we amplify financial support with a range of…

Detalles a Simple Vista

  • Flexibilidad
    A Tiempo Completo
  • Tipo de contrato
    Temporal
Salario
Ver abajo
Salary is competitive and commensurate with experience. Robin Hood has excellent benefits and encourages strong work-life balance.

Ubicación

Temporalmente A Distancia
El trabajo se puede realizar en o cerca de New York, NY
Ubicación Asociada
826 Broadway, New York, NY 10003, United States
9th Floor

Cómo aplicar

Please visit our website to complete our online application.

Robin Hood is an equal opportunity employer. Applicants from diverse backgrounds and identities are encouraged to apply.


Please visit our website to complete our online application.

Robin Hood is an equal opportunity employer. Applicants from diverse backgrounds and identities are encouraged to…

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