Lead Helpdesk Analyst

Organization Overview:

UNICEF USA (“UUSA” or “We”) relentlessly pursues a more equitable world for every child, upholding the rights of all children and empowering every child, everywhere. We also support the fundamental belief that children should have a voice and role in shaping their futures and the futures of their communities.

Over eight decades, the United Nations Children’s Fund (UNICEF) has built an unprecedented global support system for the world’s children, and has boldly taken on the biggest, seemingly impossible challenges facing children. UNICEF relentlessly works day in and day out to deliver the essentials that give every child an equitable chance in life: health care and immunizations, safe water and sanitation, nutrition, education, emergency relief and more. UNICEF USA advances the global mission of UNICEF by rallying the American public to support the world’s most vulnerable children.

We know that sustainable change is attainable, but it can’t be achieved alone. It takes a committed team – individuals, governments, corporations, volunteers and staff – who demonstrate a relentless commitment to working tirelessly, day in and day out in some of the toughest, hardest to reach places. Big problems need big solutions, and we harness our collective, global voice and energy to do more good, in more places for children. We will never stop supporting UNICEF to develop smarter, more cost-effective solutions; scaling up proven, data-driven programs; and harnessing new technologies to create measurable change for children.

UUSA is organized under the laws of New York State as a not-for-profit corporation. As such, UUSA is a tax-exempt organization as defined under Section 501C(3) of the Internal Revenue Code and is governed by an independent, non-salaried Board of Directors.

Position: Lead Helpdesk Analyst

Location: New York, NY/Hybrid

FLSA Status: Exempt

Salary: The estimated salary range for this position is $70,400 - $87,800. This midpoint for the salary grade is $87,800. Actual pay will vary based on various factors, including but not limited to relevant experience.

Position Description:

The Lead Helpdesk Analyst role will report to the Helpdesk Manager. They will respond to and diagnose Level 1 / Level 2 Technical Issues. Provide Level 1, Level 2, and direct executive office support through various means, such as phone, desk-side support, or remote-control technology. The Lead Helpdesk Analyst will conduct problem identification, research, isolation, resolution, and follow-up, assuring excellent customer service and timely closing of trouble tickets in the ticketing system. They will coordinate additional support to ensure problem resolution, customer satisfaction, and quality assurance. They will work with the Network Operations Manager on monitoring and responding to LAN/WAN/Wifi issues and assist with system administration. The successful candidate will contribute and participate in challenging projects that span the spectrum of IT Operations.

We are looking for motivated, forward-thinking problem solvers to join our team who will have the opportunity to develop their skills while supporting end-user systems, cloud technologies (Azure, AWS, Google), SaaS Applications, collaboration tools and platforms, O365, End-user devices, network administration, and support, etc. This role requires strong communication skills and the ability to work across teams to create optimal business solutions. You should also have the ability to communicate effectively with vendors and service providers.

Key Responsibilities/Outcomes (include but are not limited to):

· Lead and Provide Level 2 and Level 1 Technical support

· Executive Office support on technical issues and requests

· Work with Network Operations Manager on LAN/WAN/Wifi support

· Assist with monitoring, deployment, system administration of servers, applications, and upgrades

· · Research, test and review new products to enhance support tools and streamline processes

· · Work with vendors on procurement of computer equipment

· · Assist in implementation of strategic projects and initiatives

· · Create and share documentation outlining solutions to common issues or performance of tasks

· · Assist with gathering of Helpdesk Metrics to identify performance of the Helpdesk team members

· · Record all IT requests and input problem information into the ticketing system, focusing on first call resolution for requests on infrastructure and applications while documenting progress

· · Escalate/assign tickets as needed, coordinate meetings or conference calls in situations where cross-team troubleshooting or collaboration is required

· · Provide computer hardware support for PCs, laptops, monitors, servers, and other IT equipment, including image, configuration, and deployment of Mac and Windows computer equipment with required applications

· · Troubleshoot and Document security issues on end-user computers.

· · Support of the Office365 suite of programs

· · Track hardware and software inventory

· · Assist with office moves

· · Keep teammates and management informed of trends, significant problems, and unexpected delays

· · Develop training guides and documentation/user guides for common user issues and platforms

· · Setup and support audio/video/conferencing equipment as needed

· · Troubleshoot network-related issues (internet connectivity, printers, wireless).

· · Manage user and group accounts through Active Directory (unlock account, password reset, update information) and other identity and access management systems

· · Remote into user's workstation to troubleshoot issues

· · Monitor and troubleshoot system alerts and escalate if necessary

· · Manage performance, uptime, and delivery of systems and enterprise applications

· · Improvement and enhancement of Cloud implementations through DevSecOps processes

· · Administration of collaboration tools including Zoom, Slack, and others

Desired Knowledge, Skills, and Abilities:

· · Excellent verbal and written communication skills

· · Attention to detail and exceptional organizational skills are a must for this role

· · Will be required to participate in on-call rotation for holidays, after hours, and weekends

· · Attention to detail and organizational skills

· · Hardware and Software Inventory management

· · Scripting Experience (PowerShell/Shell/Python)

· · Service Desk/ITSM Platform experience

· · Automation and provisioning tools (Chef/Puppet/Terraform)

· · Experience with collaboration tools such as Teams, Zoom, Slack, Webex, etc.

· · Basic Project Management skills

· · Administration experience with Active Directory, Network Devices, Cloud Platforms (Azure/AWS), SQL

· · The ability to quickly understand and solve customer issues using customer service best practices while maintaining a positive attitude

· · Individual should be able to multi-task and establish priorities and have a genuine eagerness to learn new concepts

Qualifications:

· · 2-3 years experience supporting Mac OS or equivalent experience

· · 3 years experience with current Windows Desktop OS, Windows Server internet browsers, LAN connectivity, and network printing in a large environment

· · Must have 2-3 years of experience in relevant dedicated help desk customer support environment

Must possess current and valid US Work Authorization and be eligible to work for any US employer without sponsorship.

Due to the high volume of applications received, only those selected for an interview will be contacted.

UNICEF USA is proud to be an Equal Opportunity Employer
We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. UUSA is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at peopleandculture@unicefusa.org .