Woods Hole Oceanographic Institution is currently searching for a Helpdesk / Desktop Support Analyst to join the Information Services Department. This is a temporary, full-time, non-exempt position, and is eligible for limited benefits with a temporary assignment anticipated to last six (6) months.
The Helpdesk Support Analyst is an entry level position designed to provide professional development opportunities along the desktop support career track. This position is the first point of contact for customers seeking technical assistance through the Information Services (IS) Help Desk. Applies basic desktop concepts to day-to-day work assignments. Coordinates small projects, identifying appropriate resources. Performs remote troubleshooting and escalating unresolved issues to next level of support personnel.
The Desktop Support Analyst is a key member of the End User Technology Systems team within the Information Services Department. The position uses learned IT knowledge and skills to provide desktop technology, telephony, AV, and mobile device support for all staff and students conducting science, research, engineering or business activities within the Institution. In addition, the position supports desktop and end user computing in IT projects (currently including a M365 e-mail migration project) that span the various communities at the Institution. This role is responsible for meeting customer satisfaction and continuous service delivery benchmarks by providing a high level of customer service to end users. This is a customer-facing role that makes field visits to the departments in need.
This role may require temporary onsite work once campus re-opens.
Broad knowledge and experience with Microsoft 365 applications and services.
Hands-on experience with Exchange/IMAP to M365 migrations is a must.
Must have familiarity with non-Microsoft email and calendaring applications such as Mozilla Thunderbird and Apple Mail and Calendar
Must have strong knowledge of mobile device native email and M365 apps
Solid understanding of the M365 application suite including web and desktop client applications (Word, Excel, Outlook, PowerPoint, Teams, OneDrive, OneNote)
Solid understanding of Microsoft Exchange 2016, M365 and Active Directory.
Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
Escalate tickets proactively to responsible senior team members or specialists where necessary
Diagnose and resolve problems associated with application software and operating systems
Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function
Assist all users with IS related incidents as requested and take ownership of issues by carrying out problem analysis implementing temporary or permanent fixes to restore service to the customer as soon as possible
Configure, deploy, maintain, troubleshoot and support computer workstations, desktops, laptops, printers, mobile devices, telecommunications, and A/V equipment
Install and support Windows, Apple, and Linux desktop and laptop operating systems.
Install and support multi-function printers, monitors, televisions, video conference units, peripherals, and mobile devices
Demonstrate flexibility to provide coverage within the department as needed in order to ensure consistent and continuous support to the WHOI community
Support accounts for a variety of cloud based and on premise, servers and services.
Install, test, and troubleshoot software and equipment for virtual meetings
Analyze and make recommendations for hardware and software standardization
Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
Effectively seek out opportunities for continuous improvement for all End User Technology processes
Serve as the first point of contact for customers seeking technical assistance over the phone, by email, in person, or through the IS ticketing system.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate IS team.
Identify and suggest possible improvements on procedures.
Assist all users with network file shares, cloud services and inquiries regarding Unified Communications tools.
Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Communicate and resolve technical problems with non-technical users.
Willing to learn and be trained in new IS skills and IS processes.
Demonstrate flexibility to provide coverage within the department as needed in order to ensure consistent and continuous support to the WHOI community.
Performs other duties deemed necessary by supervisor
Education & Experience
Bachelors degree in related field or equivalent experience including a diploma from a technical or vocational school may be considered based on technical experience and skill level; additional certifications a plus.
At least three (3) years of desktop support experience is required.
Experience and broad knowledge of Microsoft technologies (i.e. Windows 10, M365, Active Directory), Apple system platform technology (OSX 10) and Linux/UNIX system platform technology for desktop computers (Ubuntu, Debian, CentOS, RedHat).
Knowledge of malware/antivirus application configuration and management.
Knowledge of IT network infrastructure components and the various related technologies, such as switches, routers, TCP/IP, DNS, DHCP, wireless.
Knowledge of VOIP telephony services including Cisco CUCM and Jabber; Unified Communications.
Proficient with mobile platforms technologies (i.e. iPhone, iPad, Android, Surface)
Knowledge of mobile phone technology and app configuration.
Strong customer service skills; must demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills.
Ability to communicate effectively with technical and non-technical colleagues at all levels in the Institution.
Must be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leader.
Must maintain a strong sense of urgency and judgment identifying when to escalate difficult situations or seek additional support.
HelpDesk Support Anlyst Requirements:
Matriculating undergraduate in information technology related degree in your 3 rd or final year of the undergraduate degree program; or Associates degree in related field +1-year related experience, or High School diploma or equivalent +2 years related experience.
Strong written and verbal communication.
Ability to deliver professional customer service.
Must have a sense of urgency and accountability.
Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues.
Ability to follow up on assignments from the ticketing system and complete tasks in a timely manner.
Recent graduate in Information Technology related degree, diploma or certificate
Must have access to remote home office including reliable internet access
This position requires you to lift or carry items up to 10lbs. Physical requirements include occasional standing or walking, repetitive motions, kneeling, bending, stooping, twisting, pulling, pushing, reaching (above & below shoulders), and use of hands for basic grasping and manipulation. Occupational requirements include depth perception, far vision, near vision, peripheral vision, ability to ditsinguish between basic colors, hearing, talking, working around and with others, and working alone.
Internal Number: 2021-1437
About Woods Hole Oceanographic Institution
Woods Hole Oceanographic Institution (WHOI) is the world's leading, non-profit organization dedicated to ocean science and engineering, exploration and education. Come join a diverse organization whose curiosity, creativity, and commitment help improve the world's understanding of the ocean's importance to the plant and to society. Experience a culture of excellence, dedication, innovation and discovery.Please visit https://careers.whoi.edu for a listing of all of our openings and apply today!