Race Forward
  • New York, NY, USA
  • $98,301 to $107,517
  • Salary
  • Full Time

Title: Helpdesk Manager

Reports to: Director of Technology

FLSA Status: TBD

Salary Range:$98,301 - $107,517

Location: TBD

Tentative Start Date: TBD

About Race Forward

Race Forward's mission is to catalyze movement racial equity. In 2017 Race Forward united with the Center for Social Inclusion to become the new Race Forward.

Position Summary

Maintain day to day Helpdesk operations for the organization's IT infrastructure and systems. Provide end user support for network, cloud and desktop account management. Triage and assign tickets for resolution.

Duties and Responsibilities

  • Operate Helpdesk and manage intake queue, offering first line support to end users
  • Triage and prioritize tickets and address issues to end user's satisfaction
  • Investigate issues, research solutions, implement and document within ticketing system
  • Understand the organization's standard desktop environment (both Mac & PC)
  • Draft and keep documentation current
  • Assist with onboarding of new users which includes basic guidance and training where required
  • Assist with offboarding of exiting users
  • Install, test and configure new workstations, peripheral equipment and software
  • Manage changes, moves, adds, deletions for Users and Computers within Active Directory
  • Monitor, maintain and execute timely workstation hardware and software upgrades as required
  • Apply patches to workstations and servers during agreed maintenance windows
  • Validate overnight tasks and investigate where failures are reported
  • Investigate common tickets and seek ways to reduce or remove repeating ticket types
  • Track recurring costs related to client applications, reporting and advising of changes to IT manager
  • Commission and decommission of Azure, AWS, On Premise and Data Center locations.
  • Investigate issues through analysis of logging and other tools to mitigate or report to IT manager for further analysis and reporting
  • Implement automation and look for new methods to improve efficiency within the team
  • Support monitoring of services using current tools and be alert to issues and reactive to problems
  • Maintain and administer computer networks, hardware, software, and related systems including environments, applications, and configurations
  • Perform disaster recovery and data backups
  • Troubleshoot, diagnose, and address network, software, and hardware problems
  • Execute software and hardware upgrades and installations
  • Maintain and monitor virus protection and email applications
  • Execute day to day IT Operations:
    • Network Administration Support the Network Engineer in the maintenance of computer networks (LAN/VLAN/WAN) which includes firewall, routers, performance monitoring, cybersecurity applications, and hardware such as Cisco, Dell, HPE, etc. Monitor and optimize ISP tiers and bandwidth
    • Desktop and user support Deep understanding of business and end-user requirements. Understand the operations, workflows, and service models and address break-fix solutions, user guidance and continuous 24/7 support--emergency after hours support. Be proficient with various operating software and other general programs required by the organization
    • Development Familiarity with coding (Procedural and Object-oriented programming), software development life cycle, database design, and digital best practices are needed to ensure any external vendors can properly be evaluated. Knowledge of Drupal and other content management systems is a requirement for organization.
    • Quality Assurance Run quality testing for IT systems and/or software and provide associated reporting.

Knowledge, Skills and Abilities

To perform successfully in this role, incumbent should possess skills identified below:

  • Good analytical and problem-solving skills
  • Investigate and resolve mindset
  • Ability to work both independently with minimal supervision, and as part of a team
  • Able to communicate concisely and competently, handling matters with the appropriate level of judgement and sensitivity
  • Strong technical skills for both infrastructure and web application
  • Experience with creating and managing infrastructure for web applications
  • Working knowledge in computer hardware, cabling installation and support, wireless technologies, and interface
  • Able to learn new and unfamiliar technology and products using documentation and internet resources
  • Develop documentation and training materials for new and existing technology
  • Assist in end user education of new and existing technologies
  • Able to work with all levels of staff within and external to the organization
  • Self-starter able to work independently but comfortable in a team environment
  • LAN and WAN experience
  • Working knowledge in cyber security best practices and latest developments
  • Organized and detail oriented
  • Excellent problem solving and analytical skills
  • Software development abilities preferred

Qualifications and Experience

  • Bachelor's degree in computer science, software engineering, information technology or related field
  • 1 to 3 years IT experience and/or web development team.

Additional Information

This position requires long periods of time at a desk on a computer and may require time outside of normal business hours. Must be able to lift up to 50 pounds of equipment and climb ladders. May require travel to either of the organization's offices up to 25% of the time.

How to Apply

External Applicants: To apply for this position, please click the link below. To ensure full consideration, please be sure to include both a cover letter and resume with your application.


EEO Statement

Race Forward provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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