Junior Support Specialist (Temporary) at The Robin Hood Foundation

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Jul, 26

Salary

34.0

Posted On

19 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Helpdesk support, Troubleshooting, Windows 10, Microsoft Office, Hardware maintenance, Software installation, Desktop support, AV equipment configuration, Customer service, Technical documentation, Network support, System maintenance, Inventory management, Communication, Critical thinking

Industry

Non-profit Organizations

Description

About Robin Hood Founded in 1988, Robin Hood is a 501(c)(3) public charity that finds, fuels, and creates the most impactful and scalable solutions lifting New Yorkers permanently out of poverty in New York City. We convene philanthropists, civil society organizations, government, businesses, nonprofits, community members, and those living in poverty to develop and advance programs and policies that can make the American Dream real here in New York City. Our investments include best-in-class organizations providing legal services, housing, meals, workforce development training, childcare, education, and other vital services that give New Yorkers the tools to build better lives. The programs it funds are often the first of their kind and serve as demonstration models to identify what works before being replicated in other cities. Because our Board of Directors covers 100% of all administrative, fundraising, and evaluation costs, every dollar donated goes directly to organizations helping New Yorkers in need. While Robin Hood's primary focus is on New York, its impact extends far beyond the borders of the city. Its pioneering, metrics-based approach has become the gold standard for charities around the nation as Robin Hood works to understand and evaluate the impact of its partners to ensure that its philanthropic dollars are utilized to maximum impact. Robin Hood also supports its community partners and their leaders with financial and strategic support and management assistance that allows those organizations to maximize their impact. Robin Hood also understands that if we are to support families living in poverty on the path towards financial independence, we must become an effective partner with government. We do this by collaborating with government partners to build program and policy innovations that hold the promise of expanding economic opportunity in New York City -- providing nimble "risk capital" for high-potential strategies. We also work to advance public policies that research tells us expand economic opportunity. In this way, we seek to leverage our philanthropic investments by finding ways to advance the highest-impact strategies at scale. Robin Hood has the unique ability to be a catalyzing force for those living in poverty, bringing distinct constituencies together to develop and spread the most effective strategies to advance economic mobility in New York City and beyond. Our Approach: 1. Focusing on Results: We invest in best-in-class organizations operating effective programs. We fund research to understand how poverty persists and what strategies are effective in fighting it. And we track grant outcomes and apply cost/benefit analyses to ensure every dollar we invest demonstrably improves the lives of low-income New Yorkers. 2. Building Institutions that Transform New York City: We offer management advice, strategic real estate consulting, board placement services, financial and communications coaching, leadership development, and other technical assistance to help our partners increase scale and impact. 3. Driving Innovation to Solve Unmet Needs: We invest in new leaders, new organizations, and new ideas that have groundbreaking potential. 4. Scaling What Works: We partner with government and other funders to grow proven solutions in New York City and beyond, so more people benefit from investments that work. Position Overview The Junior Support Specialist ensures effective and efficient computer operations so that end users can accomplish their goals. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution will involve the use of diagnostics and help request tracking tools, and hands-on assistance at the desktop level. Please note: This is a temporary position with an anticipated assignment length of approximately four (4) months. Responsibilities Responsibilities include, but are not limited to: * Support organization helpdesk by assisting end-users and managing tickets * Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue, via helpdesk software * Ask questions to understand the situation thoroughly and identify the root cause of issues so that an optimal solution is found * Prioritize issues and create a plan for resolution within SLA timeframes; escalate problems (when required) to the appropriately experienced technician * Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions are taken, through to the final resolution * Apply diagnostic utilities to aid in troubleshooting * Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to assist in problem resolution * Evaluate documented resolutions and analyze trends for ways to prevent future problems * Provide adequate application support to all staff * Identify and learn appropriate software and hardware used and supported by the organization * Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications * Test fixes to ensure the problem has been adequately resolved * Develop help sheets and knowledge base articles for end-users * Ensure ongoing IT operations * Apply windows patches according to the agreed-upon schedule * Monitor system alerts and proactively perform maintenance when needed * Work closely with vendors to ensure seamless operations * Manage inventory by checking in and out equipment and understanding organizational needs so that new equipment is ordered when necessary * Partner with Systems Administrator to ensure user accounts with 100% accuracy, including provisioning and deprovisioning for new hires, existing employees, and any employee changes * Assist with basic AV setup when required * Understand Zoom functionality and assist in managing internal and external meetings/ webinars * Other responsibilities may include backing up the IT Manager with the following: * Administer servers and networking equipment * Assist users with software issues for a predefined set of software * Consult with users at the work unit or departmental level on complex problems/issues and offer appropriate solutions * Coordinate and assist with projects rollouts and tasks * Develop and provide basic or intermediate user training * Participate in the development of effective processes and procedures * Research and recommend information security/information assurance policies, principles, and practices * Participate in and provide information for the strategic planning process at the departmental level The temporary Junior Support Specialist is on the Information Technology team and will report to the Systems Engineer. Qualifications * 1–2 years of experience in IT support, helpdesk, or a related technical support role * Demonstrated ability to troubleshoot and resolve end-user hardware and software issues * Strong critical thinker, getting to the root causes of problems and generating effective solutions * Exceptional communicator: skilled listener, asks the right questions, builds relationships with others effectively, strong written and verbal communication * Exemplary customer service orientation and strong work ethic with the ability to thrive in a fast-paced, entrepreneurial environment * Excited not just to solve problems but to proactively make technology at Robin Hood flawless, ultimately ensuring that our staff is more effective in fighting poverty * Exceptional judgment; knows when to ask for help * Always on time, always reliable, always professional * Strong knowledge of Windows 10, Microsoft Office Products, video conferencing applications, virus, and spyware removal, desktop break/fix hardware, configuration and troubleshooting of printers, and AV equipment configuration * Knowledge of the Mac environment * Knowledge of Windows Server 2016+, Ring Central VIOP systems, Wired & wireless networking a plus * Basic security a plus Robin Hood Guiding Principles As an organization committed to economic mobility, our work is grounded in the following Guiding Principles: * Diversity, equity, and inclusion * Proximity and humanity * Risk-taking and innovation Our professional community reflects myriad demographic characteristics, perspectives, and backgrounds, which includes various identities that reflect diversity in gender identity and expression, race, ethnicity, religion, sexual orientation, ability, and socioeconomic status. Our colleagues have access to opportunity and advancement, as we promote fair and equitable treatment and have encouraged participation by underrepresented groups. As a team, we promote a sense of belonging, high levels of engagement, and shared respect. * Robin Hood puts people first. Always. * Robin Hood is unafraid to take action and create solutions. * Robin Hood is data driven and heart led. * Robin Hood works the coat check. Salary and Benefits The hourly rate for this position is $28.00 –$34.00, commensurate with experience. Per ACA requirements, employees who work 30 or more hours per week become eligible for health benefits after 90 days of employment. To Apply Please visit our website to complete our online application. Robin Hood is an equal opportunity employer. Applicants from diverse backgrounds and identities are encouraged to apply.

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Responsibilities

The Junior Support Specialist will manage helpdesk tickets, perform hands-on desktop troubleshooting, and ensure effective IT operations for end users. They will also assist with hardware/software installations, inventory management, and basic AV setup for meetings.