Senior IT Support Analyst

Mellon Foundation

Senior IT Support Analyst

The Mellon Foundation ("Foundation") believes that the arts and humanities are where we express our complex humanity, and we believe that everyone deserves the beauty, transcendence, and freedom to be found there. Through our grants, we seek to build just communities enriched by meaning and empowered by critical thinking, where ideas and imagination can thrive. The Foundation makes grants in four core program areas - Higher Learning, Arts and Culture, Public Knowledge, and Humanities in Place - and through its signature Presidential Initiatives. The Foundation seeks a Senior Support Analyst for our Information Technology department.

Position Summary:

The Senior IT Support Analyst (SSA) reports to the Manager of IT, Infrastructure and Operations. The SSA is responsible for triaging, assigning, and acting on open IT service tickets, working in collaboration and also acting as a point of escalation for the IT Support Analysts, other Foundation staff, consultants, and service firms to resolve customer affecting technical issues in a timely fashion to achieve maximum satisfaction. The SSA installs, configures, troubleshoots, and maintains an extensive variety of software, services, products, and equipment. In addition, the SSA will analyze, identify, and suggest improvements to the existing IT processes and procedures. A degree of creativity, leadership, and tactfulness is expected.

Position Description:

Responsibilities may include, but will not be limited to the following:

Key Responsibilities:

1. Technical Support and Troubleshooting

• Provide onsite and remote technical support in an agile environment via multiple channels including email, phone, chat, and in-person service.
• Administer user accounts in Active Directory.
• Serve as a point of escalation for the Support Analyst to deal with more complex IT and AV issues.
• Diagnose and resolve complex hardware, software, and network issues, utilizing diagnostic tools and methodologies to identify root causes, implement solutions, and restore system functionality promptly, while providing clear and effective communication to staff throughout the process.
• Serve as subject matter expert (SME) and oversee the configuration, troubleshooting and maintenance of Zoom Rooms, ensuring seamless video conferencing, audio-visual integration, and optimal performance of displays, microphones, cameras, and control systems for meetings and events.
• Manage and administer Apple devices using JAMF, including deploying software updates, configuring security settings, troubleshooting issues, and ensuring compliance with organizational policies.
• Perform desk, PC, monitors moves and adjustment.
• Provide technical support for Foundation meetings and events, ensuring smooth execution and resolving any issues that arise.

2. Service Management and Ticket Resolution:

• Provide timely, accurate, and unambiguous updates to IT service tickets to ensure transparency and effective ticket resolution.
• Create, update, and publish, high quality, accurate, engaging, and easy to comprehend user facing knowledge articles and how-to guides for troubleshooting and best practices.

3. Hardware and Inventory Management:

• Manage the allocation of IT equipment to staff and departments based on need, job role, and IT hardware profile policy.
• Consult with procurement team and approved vendors to purchase new IT equipment, ensuring that specifications meet Foundation requirements and standards.
• Maintain and manage desktop hardware and software while ensuring quality and consistency across the organization.
• Arrange warrantied repairs for malfunctioning equipment, either internally or by coordinating with third-party service providers.
• Identify and retire aging equipment that no longer meets performance requirements, documenting the reason for decommissioning.

4. Process management and Documentation

• Maintain a working knowledge of the Foundation's ticketing system, audiovisual technologies, infrastructure, related vendors, and support services.
• Identify areas of potential service improvement to support a continual service improvement strategy.
• Engage in IT provisioning and de-provisioning procedures and processes, utilizing related technologies to ensure seamless operations.

5. Confidentiality and Security:

• Educate staff on best practices regarding data security, such as safeguarding sensitive company information during remote meetings.
• Protect and ensure the confidentiality, integrity, and availability of all the Foundation's information technology assets.

6. Additional Duties:

• Ability to provide after-hours support with prompt response.
• Assist with other IT infrastructure and operations tasks and perform other related duties as assigned by the IT Manager, Infrastructure & Operations or IT Director, Infrastructure & Operations.

Qualifications:

• Requires a bachelor's degree or certifications in areas of specialty such as Microsoft, Cisco, A+, CompTIA.
• Experience in the following systems, applications and network hardware required: Windows 10/11, Apple MacOS, Office 365 Suite, Active Directory, Zoom Rooms, and other audiovisual technologies.
• Experience in the following systems, applications and network hardware preferred. Exchange Online, Crestron, Monday.com, Box.com
• Knowledge or direct experience with a service framework such as Information Technology Infrastructure Library (ITIL) strongly recommended.
• Minimum of 3-4 years of professional experience in the information technology field working with enterprise-level technology infrastructure.
• Demonstrated technical skills in client/server environments (Microsoft), wide area networks, local area networks, storage area networks, email services, internet services, unified communication, and remote system management.
• Experience in the following technologies would be helpful: TCP/IP and other network protocols, firewall and systems security, data backup, software distribution.
• Outstanding oral and written communication skills.
• The ability to support flexible working hours, including periodic off-hours and weekend support.
• The ability to physically lift and move up to forty pounds as needed.

Mellon Foundation is an equal opportunity employer. Mellon offers a generous total reward package that includes base salary and a comprehensive benefits program, as well as an excellent working environment. Mellon is committed to providing compensation that is competitive and equitable within the philanthropic sector. The estimated annual salary range for this role is $90,000 - $105,000. The amount of pay offered will be determined by several factors, including but not limited to qualifications, unique skills, credentials, or experience that is expected to impact the candidate's contribution to the role. We will also consider market data as well as the Foundation's internal pay equity framework.

Please note that Mellon maintains a hybrid work schedule, with three days per week in person at the Foundation's Manhattan offices.

The Foundation will consider each complete application carefully but only contact those individuals it believes are most qualified for the position.