Junior Support Specialist Jobs

Temporary Junior Support Specialist

(3-6 Months)

About Robin Hood

Founded in 1988, Robin Hood finds, fuels, and creates the most impactful and scalable solutions lifting families out of poverty in New York City. The largest poverty fighting organization in New York City, Robin Hood partners with top nonprofits in New York City and invests in legal services, housing, meals, workforce development training, education programs, and other vital services that give New Yorkers in need the tools they need to buil d 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 its 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.

Building on our 30 years of experience, Robin Hood is expanding our impact with an explicit focus on lifting families sustainably and measurably out of poverty through supporting the most effective community partners; influencing public policy; raising our thought leadership profile; importing and exporting effective ideas and strategies nationally; and building new collaborations with strategic partners. As New York City emerges from the worst of the global pandemic, we are focused on getting families back on their feet; getting kids back on track; and getting New Yorkers back to work.

Robin Hood also understands that if we are to support families li ving in poverty and find permanent pathways out of poverty and towards financial independence, we must become an effective partner with government, especially at the City and State levels. We do this by leveraging the expertise of those who are closest to the challenges of poverty, including community members, community-based organizations, and others with specialized skills and knowledge. We also aim to collaborate with New York City government to fund program and policy innovations that hold the promise of expanding economic opportunity in New York City – providing nimble “risk capital” for high-potential strategies. In this way, we seek to leverage our philanthropic investments by finding ways to advance the highest-impact strategies at scale.

Given its long-standing reputation among influencers and support of over 200 New York City non-profit organizations, Robin Hood has the unique ability to be a catalyzing force for households experiencing poverty, bringing distinct constituencies together to develop and spread the most effective strategies to advance economic mobility in New York City and beyond.

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.

The temporary Junior Support Specialist is on the Information Technology team and will report to the Systems Engineer.

Responsibilities

Responsibilities include, but are not limited to:

• 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

• 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

• Partner with Systems Administrator to ensure user accounts with 100% accuracy, including provisioning and deprovisioning for new hires, existing employees, and any employee changes

• 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

Qualifications

Robin Hood Guiding Principles

As an organization committed to economic mobility, our work is grounded in the following Guiding Principles:

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.

Hourly Rate

$24.00 - $28.00

This role requires the individual to be in the office 4-5 days a week.

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.

Please note that Robin Hood Foundation has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees. As a condition of employment, Robin Hood employees are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.