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Lead Helpdesk Analyst
We are Guggenheim, a global constellation of museums unlike any other in the world. Four museums on three continents, united by the power of groundbreaking art to connect us to ourselves and to each other. Since our founding in 1937, the Guggenheim has introduced, celebrated and brought to the public the newest voices and visions in modern and contemporary art. When Solomon R. Guggenheim and Hilla Rebay set out to share the joy they first experienced in discovering experimental art, they initiated the creative risk-taking that is today synonymous with “Guggenheim” throughout the world. Across the globe, each Guggenheim stands not just as a backdrop for visionary art but as masterpieces in and of themselves to experience.
SUMMARY OF POSITION:
The Lead Helpdesk Analyst will provide support of Windows and Mac-based hardware and software environments. Working independently and embraces teamwork, under the guidance of the Senior Manager, Helpdesk Operations, the Lead Helpdesk Analyst will take an active role in supporting the day-to-day directives of their managers. The position is also responsible for general application support and other technical requirements.
SKILL AND EXPERIENCE REQUIREMENTS:
KEY RESPONSIBILITIES:
Duties may include, but are not limited to, the following:
WORK DEMANDS and ENVIRONMENT:
EDUCATION:
CERTIFICATES, LICENSES, REGISTRATIONS: N/A
REPORTS TO: Senior Helpdesk Manager
LOCATION: One Liberty Plaza New York, NY 10006 and 1071 5th Avenue New York, NY 10128
WORK SCHEDULE: Hybrid eligible, based on department needs.
POSITION TYPE: Full-time, Non-Exempt, This position is covered by a Collective Bargaining Agreement with Local 2110 UAW.
SALARY RANGE: $85,000 - $90,000 Annually
The Guggenheim is dedicating itself to creating paths that lead to a more inclusive and diverse institution. We encourage inquiries from applicants who will reflect the plurality of our culture and our global audience. The Guggenheim does not discriminate on the basis of age, race, creed, color, religion, marital status, gender identity and/or expression, sexual orientation, veteran status, national origin or disability status.
SUMMARY OF POSITION:
The Lead Helpdesk Analyst will provide support of Windows and Mac-based hardware and software environments. Working independently and embraces teamwork, under the guidance of the Senior Manager, Helpdesk Operations, the Lead Helpdesk Analyst will take an active role in supporting the day-to-day directives of their managers. The position is also responsible for general application support and other technical requirements.
SKILL AND EXPERIENCE REQUIREMENTS:
- Minimum of 3 years of experience in supporting multi-platform environments (PCs and Macs)
- Understanding of best practices, with respect to security and compliance.
- Computer skills with knowledge of Microsoft Office Suite (including Office 365/Azure), Adobe CC Suite, anti-virus platforms
- Knowledge of Active Directory user creation
- Working knowledge with JAMF for all Apple and iOS device support, management, deployment, and troubleshooting.
- Experience with print servers and printer deployments
- Proficiency with image cloning deployments
- Deploy Windows and Mac units, including desk setup for docking stations
- Handle and resolve Dell hardware warranty repair calls
- Collaborate and initiate cross training with team
- Excellent organizational and time management skills.
- Experience authoring and updating technical documentation.
- Excellent verbal and written communication skills, with strong attention to detail.
- Flexibility and the ability to adapt to changing priorities.
- Excellent attention to detail with the ability to handle multiple projects in a fast-paced environment is a must.
- Ability to be proactive, use independent judgment, and initiative.
KEY RESPONSIBILITIES:
Duties may include, but are not limited to, the following:
- Support of the organization’s desktop hardware/software environment (with a primary focus on Windows, as well as Mac OS, Microsoft Office, and other applications), printers, additional infrastructure components, and business applications. This includes installations, moves, adds, changes, remote user support, and technical problem resolution.
- Manage desktop-related projects, such as software standardization, image creation, and anti-virus management.
- Respond as backup for cross trained technologies (example: phone system administration, SSID configuration for events, etc)
- Desktop software distribution, patch management, and upgrades.
- Maintain desktop and laptop inventory.
- Provide mobile device support, and management (iPad, iPhone, etc).
- Stay abreast of emerging technologies and provide recommendations pertaining to the continual evolution of the organization’s technology infrastructure.
- Develop and update documentation for supported systems.
- Participation in special projects.
- Provide technology-related meeting and event support.
WORK DEMANDS and ENVIRONMENT:
- Ability to travel within the metropolitan area as required to perform the above duties at any of the Guggenheim’s owned or leased properties upon request.
- Ability to work nights, weekends, and holidays on occasion.
- Ability to lift at least 25 lbs.
EDUCATION:
- Bachelor’s Degree
CERTIFICATES, LICENSES, REGISTRATIONS: N/A
REPORTS TO: Senior Helpdesk Manager
LOCATION: One Liberty Plaza New York, NY 10006 and 1071 5th Avenue New York, NY 10128
WORK SCHEDULE: Hybrid eligible, based on department needs.
POSITION TYPE: Full-time, Non-Exempt, This position is covered by a Collective Bargaining Agreement with Local 2110 UAW.
SALARY RANGE: $85,000 - $90,000 Annually
The Guggenheim is dedicating itself to creating paths that lead to a more inclusive and diverse institution. We encourage inquiries from applicants who will reflect the plurality of our culture and our global audience. The Guggenheim does not discriminate on the basis of age, race, creed, color, religion, marital status, gender identity and/or expression, sexual orientation, veteran status, national origin or disability status.
Department: Information Technology
This is a full-time position