The Helpdesk Analyst will be responsible for providing front line support and response for all end-user support requests; as the primary manager of the ticket queue, the Helpdesk Analyst will assume full responsibility for dispatching tickets to second tier support and vendors while managing moves, adding and deleting users, imaging and deployment to user devices; providing on-time training for end users, in addition to other task. This is a full-time, non-exempt position.

Note: 

  • All ICA employees are required to reside in Massachusetts or within a reasonable commuting distance from our Seaport location as of their first day of work.
  • All ICA employees are required to be fully vaccinated for Covid-19 by Monday, October 25, 2021. All new hires onboarding after Monday, October 25, 2021 will be required to be fully vaccinated for Covid-19 no later than their first day of work.

Responsibilities

  • Provide front line management and resolution of trouble tickets submitted by end users or tickets generated internally from the IT team including cross platform Windows and Mac — support for MS Office, file and print access, application access, presentation support etc.
  • Maintain detailed service records in the ticketing system to document end user issues and resolution and/or escalation details.
  • Provide onboarding and off-boarding of associates including user IDs, mailboxes and phone profiles.
  • Provide just in time training and support for end users as needed.
  • Manage device inventory, in addition to imaging of devices and management of end user software portfolio.
  • Manage software updates and mass software deployments.
  • Maintain IT documentation related to frontline support including new employee onboarding documents, frequently asked questions and how-to instructions.
  • Assist with maintaining local network (switches, VLANs, cable plant, VMWare infrastructure) and wide-area communication networks and maintenance and configuration of firewall to ensure reliable and secure network access for business applications.
  • Participate in project management of large deployments and upgrades; contribute to defining departmental direction and prioritizing long term projects.

Qualifications

  • A minimum of two years’ experience in a frontline support role in a multiplatform environment particularly Windows and Mac in a professional organization, ideally in a nonprofit, cultural, or public facing institution.
  • A Bachelor’s degree preferably in a technology-related area, or an Associate’s degree in a technology-related area plus equivalent work experience, or an equivalent mix of applicable certifications and work experience.
  • A demonstrated ability to work collaboratively and independently.
  • Must be able to work odd hours and be on call after work hours and weekends as needed.
  • On occasion, may need to lift up to 60 lbs or get on a ladder.
  • This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While the above is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Interested candidates should send a resume and letter of interest to jobs@icaboston.org. When applying, please include “Help Desk Analyst” in the subject line.

The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation (Red and Silver Line).

The ICA is dedicated to building a culturally diverse and pluralistic workforce committed to working in a multicultural environment. Qualified candidates from groups historically underrepresented in the museum professions are strongly encouraged to apply.

The ICA is an Equal Opportunity Employer, committed to being a diverse and inclusive workplace. We are an EOE/AA employer dedicated to fair and inclusive employment practices for all individuals.