IT Help Desk Analyst

Employment Opportunity

Classification: Part-time (eight to twelve hours per week, including weekend shifts)

Location: Historic New England office location TBD, or remote work

Description: Historic New England seeks applicants to join its growing in-house technology team. Successful candidates will have the right combination of technical skills, problem-solving ability, and friendly personality to provide efficient remote support to front-line staff at our historic sites and regional offices throughout the region. This is a part-time position, and will include regularly scheduled weekend shifts. Work may be performed remotely, and/or from one of Historic New England’s offices.

Responsibilities: Provides help desk coverage during scheduled shifts. Responds to help desk calls and tickets from end users throughout the organization, using telephone, screen sharing, and other communications technologies to provide real-time remote support, promptly resolving problems that impact line-of-business activities. Periodically reviews outstanding tickets and works to address underlying concerns. Identifies and escalates systemic issues for longer-term review and resolution. Maintains familiarity with procedures for use of key business applications, including Tessitura, Microsoft Office, Cisco Call Manager/Unity Voicemail, etc. Ensures that issues are documented in the help desk database, taking care that tickets are closed in a timely manner and that the resolution process is well-documented for future reference. Develops and maintains documentation to reduce incidence and operational impact of technology issues. Assists with system deployment and administration tasks as assigned.

Qualifications: This position requires excellent technology skills and the ability to learn new systems and applications quickly, along with a strong customer service focus and excellent verbal communication skills. The ability to provide technology training and support to users of varying skill levels is crucial. Candidates must have at least one year of related experience, and minimum of a high school diploma (or equivalent education).

Other preferred qualifications include previous work in a customer service-focused environment, previous experience managing user accounts and supporting users in a Windows-based computing environment, familiarity with basic principles of computer networking, and experience with Tessitura CRM system and/or other database-driven business systems.

This position may include occasional on-site deployment or troubleshooting activities at Historic New England sites. Valid driver’s license and access to a motor vehicle is a plus.

Applications: Please send résumé, cover letter, and salary requirements to [email protected] by May 29, 2019.

Historic New England is an equal opportunity, affirmative action employer with a strong commitment to supporting equality of opportunity and respect for diversity. We are committed to providing equal opportunity in employment to all qualified persons without regard to non-work-related factors such as race, color, religion, sex, age, disability, national origin, gender identity, or sexual orientation.