Junior Support Specialist (Temporary)

Robin Hood Foundation•New York, NY

3h•$28 - $34

About The Position

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. Please note: This is a temporary position with an anticipated assignment length of approximately four (4) months.

Requirements

1–2 years of experience in IT support, helpdesk, or a related technical support role
Demonstrated ability to troubleshoot and resolve end-user hardware and software issues
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

Nice To Haves

Knowledge of Windows Server 2016+, Ring Central VIOP systems, Wired & wireless networking a plus
Basic security a plus

Responsibilities

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 appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions 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