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Helpdesk Analyst

Job Description: 

About the Obama Foundation

 

Founded in January 2014, the Obama Foundation is the platform for former President

Obama and First Lady Michelle Obama’s philanthropic activities and an integral part of

their voice for continued civic engagement. The Obama Foundation will be a living,

working center for citizenship in the 21st century -- to identify, train, and connect the next

generation of leaders and engaged citizens. The Foundation is developing the Obama

Presidential Center on the South Side of Chicago to serve as headquarters for the projects

it will undertake across the city, the nation, and around the world.

As President Obama said in his farewell address, "I am asking you to believe. Not in my

ability to bring about change — but in yours.” That concept is one the Obamas championed

from the beginning, and it is now a cornerstone of the Obama Foundation’s efforts to

support and develop the next generation of active citizens and emerging young leaders at

home and around the world.

Real change—big change—takes many years, and requires each generation to believe that

its participation matters and embrace the obligations and opportunities that come with the

most important office in a democracy: that of Citizen. Together, we have made

extraordinary progress. Because there is more to do, this work lives on in the Obama

Foundation.

For more information on the Obama Foundation, please visit www.obama.org .

About the Role

The IT Team is looking for an IT professional with strong technical, organizational and

customer service skills to join the team in our Chicago headquarters. The Helpdesk Analyst

will ensure that Foundation staff members in Chicago have the technology they need in

order to do their jobs. This includes both reactively responding to Help Desk issues as well

as proactively identifying and addressing trends in tickets submitted and putting into place

training and resources designed to decrease tickets submitted in the future. In addition,

the Helpdesk Analyst will support the IT Manager in expanding IT infrastructure to other

offices. The Helpdesk Analyst will report directly to

 

the IT Manager.

Outcomes

The Helpdesk Analyst will be responsible for achieving the following outcomes:

All staff members in the Chicago office have the technology tools and resources

they require.

IT team is supported throughout implementation of IT infrastructure in future

offices.

All IT inquiries sent to helpdesk@ receive an initial response as soon as possible.

Thorough and detailed documentation is created to address recurring and future IT

issues.

Helpdesk survey is rolled out and feedback is analyzed for trends.

Within one month of receiving feedback from survey, implement improvements to

IT resources/training with the goal of decreasing helpdesk tickets in the future for

select issues.

Responsibilities

The ultimate aim of the Helpdesk Analyst is to achieve the outcomes listed above. In order

to achieve those outcomes, we imagine that the Helpdesk Analyst will spend his/her time

in the following ways:

Provisioning

Manage and monitor internal assets to ensure accurate inventory records.

Create accounts and configure hardware for new users.

Work with new staff members to ensure the have the technology resources and

training necessary to do their jobs.

Helpdesk

Respond to support requests and ensuring timely resolution.

Analyze Helpdesk tickets for trends and create resources (e.g., tip sheets) and/or

trainings designed to reduce the number of tickets submitted for specific issues

Create and implement a Helpdesk survey, analyze results, propose and implement

next steps.

Other

Manage security systems and ensure they are up to date.

Deploy and configure phone systems.

Work with the IT Manager to implement IT infrastructure in future offices.

Qualifications

The Helpdesk Analyst will possess the following skills, qualities, and characteristics:

2+ years of experience in an IT support role

Experience in G Suite to include, user and group creation, best methods for intaking

and dispersing those requests, app policy changes, auditing and alerts, quarantine

Experience with SSO environment and connecting third party Apps

Familiar with OSI reference model, can isolate hardware vs software issues

Networking concepts and fundamentals - knows difference in equipment types,

able to tone/trace cables, identify what network layer issues exist

Security focused - understand what constitutes as an unacceptable and acceptable

practice

OSX genius - able to perform all Apple software administrative tasks and know how

to remedy hardware issues

Experience with advanced AV Systems and their interactions with VC solutions

Exceptional customer service, establishing rapport easily with other people

Exceptional communicator, verbal and written; track record of communicating

effectively with people across teams and at all levels

Team player who is positive and approachable for many different teams and levels

-- passionate about the IT-scope of work being done efficiently and correctly

Actively seeks to be helpful and correct problems to the fullest extent

Proven track record of working under pressure and juggling multiple requests with

minimal or no supervision, proactive

Excellent time management and knowledge of how to prioritize effectively

Commitment to our mission of supporting and developing the next generation of

active citizens

To Apply

To express interest, please send an up-to-date resume to itanalyst@obama.org by Friday,

September 29th.

The Foundation is committed to creating a diverse environment and is proud to be an

equal opportunity employer.

We encourage individuals of all backgrounds to

 

 

 

Your Company or Organization:
The Obama Foundation

 

 

City:
Chicaho

 

 

State:
Illinois

 

 

Zip Code:
60654

 

 

Occupational fields:
Technology

 

 

Fields of study:
Computer science / IT

 

 

Employment type:
Internship

 

 

Years of experience:
0 - 2 years

 

 

Required degree level:
Bachelors degree

 

 

Additional Information:
To Apply To express interest, please send an up-to-date resume to itanalyst@obama.org by Friday, September 29th. The Foundation is committed to creating a diverse environment and is proud to be an equal opportunity employer.

 

 

Job Expiration Date:
09/29/2017

 

 

Your Company or Organization: 
The Obama Foundation
City: 
Chicago
State: 
Illinois
Zip Code: 
60612
Occupational fields: 
Technology
Employment type: 
Full time
Years of experience: 
0 - 2 years
Required degree level: 
Bachelors degree
Job Expiration Date: 
10/21/2017