Helpdesk Analyst

Position Title: Helpdesk Analyst 

Department: Information Technology  

Reports to: Director of IT Operations & Strategy 

Position Status: Full Time, Salary Exempt, At Will 

Overview: The Helpdesk Analyst is responsible for providing front line support and response for all end-user support requests. This position is responsible for the management of the IT ticket queue, including dispatching tickets to second tier support and vendors, managing moves, addition and deletion of users, imaging and deployment of user devices; providing on-time training for end users, in addition to other IT projects and tasks. The position reports to the Director of IT Operations and Strategy and works collaboratively and autonomously. Occasional nights and weekend work may be required to support the IT infrastructure of the ICA. 

The Helpdesk Analyst contributes to a culture of collaboration, community, and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.  

WORKING AT THE ICA: 

1. All ICA employees are required to reside in Massachusetts and within commuting distance from our Seaport location as of their first day of work.  

2. The ICA offers a hybrid work week, which averages three days a week onsite for employees eligible to work remotely (subject to change, and at managers’ discretion).  

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 staff and other individuals including user IDs, mailboxes, phone profiles, SharePoint and Microsoft Teams. 

• 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 and continually update IT documentation related to frontline support including but not limited to new employee onboarding documents, frequently asked questions and how-to instructions to facilitate ease of access and use of ICA technology. 

• 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 IT 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. 

• Ability to communicate and present information in a clear and concise manner; excellent verbal and written communication skills  

• Ability to problem solve through analysis of issues and use of critical thinking  

• Ability to handle and maintain sensitive and confidential information with a high degree of professionalism and discretion. 

• Commitment to working with a diverse constituent base 

• Must be able to work odd hours and be on call after work hours and weekends as needed. 

Physical Requirements: 

• Prolonged periods of remaining stationary such as when working on a computer, and speaking on the phone 

• Ability to listen and talk for extended periods in person, over the telephone, and computer 

• Possess mobility to work in an office setting and use office equipment, move about throughout the museum and other ICA facilities when necessary 

• Must be able to exchange accurate information with staff, vendors and other constituents 

• Ability to push and pull doors, keyboarding and gripping 

• On occasion, you may need to lift up to 30lbs and/or get on a ladder with the ability to utilize a range of motions overhead. 

This is not necessarily an all-inclusive list of position-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. 

The ICA offers an excellent benefit package that includes health, dental and vision insurance, disability/life insurance, flexible spending accounts, 403(b) retirement plan, and paid time off.  

Starting Compensation: $65,000.00 Annual 

Starting compensation is based on meeting minimum qualifications. 

Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge.   

The position’s grade and respective compensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties.  

Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of the compensation range.  

How to Apply: 

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