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: Senior Helpdesk Analyst
Location : NYC Area
FLSA Status: Exempt
Salary: The estimated salary for this position is $85,000. Actual pay will vary based on various factors, including but not limited to relevant experience.
Position Description
The Senior Helpdesk Analyst role will report to the Helpdesk Manager. They will respond to and diagnose Level 1 / Level 2 Technical Issues. They will 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 (Fresh service). They will coordinate additional support to ensure problem resolution, customer satisfaction, and quality assurance. The successful candidate will contribute and participate in challenging projects that span the spectrum of IT Operations.
Key Responsibilities/Outcomes (include but are not limited to):
- Receive, prioritize, document, and actively resolve end user requests.
- Answer calls or e-mail contacts within the required service level time frame
- Triage requests to ensure accurate transfers and escalation.
- Track open tickets and monitor ticket progress and close ticket items when problems are resolved.
- Follow escalation and paging procedures.
- Provide support and service to end users, seeking to resolve as many calls as possible at level 1.
- Provide support for issues related to password resets, MS Office, Windows, security access to printers, printer queues and business applications.
- Identify problems for submission to problem management process.
- Active Directory - candidates need to be able to create/delete users and reset passwords within A/D or at the very least a similar tool.
- Experience supporting Mac OS
- Experience with current Windows Desktop OS and experience in relevant help desk customer support environment
- Outstanding soft skills – strong communication, positive attitude, and ability to coach other members of the team
Ability to document processes and policies that can be used by other team members and end users
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Qualifications:
- Education: Associates or above, A+ or similar IT certifications
- Years of Experience: Minimum 5 years
- Specific qualifications: Active Directory, Windows and Mac Support
- 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.
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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 .