Helpdesk Analyst

Description

Position Title: Helpdesk Analyst Position Classification: Regular, Nonexempt, Full-time 40 hours/weekReports To: Senior Manager- EUCLocation: This is a hybrid role requiring three days per week in our Boston office other days may be worked remotely Please note that we do not sponsor U.S. work authorization for this role. Candidates must be able to legally work in the U.S. without visa sponsorship. Position Overview: The Helpdesk Analyst is a key member of the IT team, responsible for ensuring the smooth operation of daily technology services across the organization. This role is designed for a proactive, detail-oriented professional with a customer service mindset who thrives in a dynamic support environment.The ideal candidate will deliver timely and effective frontline support for hardware issues, as well as troubleshoot and resolve software problems across Windows, macOS, and commonly used enterprise applications. The Analyst will actively monitor the support queue to provide timely support. In addition to technical support, the analyst will manage laptop provisioning for new hires and existing staff, ensuring devices are properly configured and maintained.This role also includes creating and maintaining clear, user-friendly documentation—such as setup guides, troubleshooting procedures, and FAQs—to support both end users and internal IT processes. The Helpdesk Analyst will actively contribute to larger IT initiatives and departmental projects, collaborating with team members to enhance systems, streamline workflows, and improve overall service delivery. Responsibilities:

• Hardware and Technical Support (50%): Provides helpdesk support and troubleshooting by phone, email, or in person to staff for various systems such as, but not limited to, Windows and Mac systems, MS Office 365 Suite, printers, and end-user connectivity issues.
• Training and Documentation (20%): Supports training efforts to help grow system adoption and understanding organization-wide through specific trainings and the creation of educational materials and manuals.
• Application and Process Improvement Projects (10%): Assists in evaluating and improving processes across the organization using PIH’s stack of applications, delivering solutions that meet staff needs and improves the efficiency and efficacy of PIH’s broader work
• Procurement and Inventory Management (20%): Field requests from Boston and country-based staff on IT related purchases, ensuring proper coding of expenses, making and tracking of orders, managing and tagging of inventory, communicating to requestors, and processing invoices and monthly credit card reconciliations Qualifications: Required Experience, Education, Licenses or Certifications
  • High School Graduate and 2 years of related experience, or Associate Technical Degree/Program plus 1 year of related experience
  • A+ Certification is useful, but not required Skills
    • Experience supporting a Microsoft 365 ecosystem, including Outlook, Teams, SharePoint, and OneDrive.
    • In-depth knowledge of computer systems (Windows and Mac OS) and ability to stay organized
    • Strong problem-solving skills, with an ability to work independently
    • Strong interpersonal skills and willingness to work in user support
    • Ability to describe technical information in easy-to-understand terms
    • Patience, flexibility, and attention to detail
    • Hands-on experience with endpoint provisioning and remote management tools (e.g., Microsoft Intune, Mosyle) is a strong plus
    • Exemplary interpersonal skills; ability to collaborate effectively with culturally diverse staff across departments and countries. Core Values and Competencies
      • Demonstrates the organization’s core values of: Commitment, Humility, Integrity and Pragmatic Solidarity/Accompaniment
      • Accountability – Able to accept responsibility for one's actions, outcomes, and those of their team.
      • Achieving results – Able to set realistic goals, put plans into action, monitor progress, evaluate outcomes, and apply lessons learned.
      • Adaptability – Able to adapt to change, to balance multiple demands, consider new approaches, and persist towards solutions in changing circumstances.
      • Teamwork – Able to work well with others to achieve common goals. Exemplary interpersonal skills; ability to collaborate effectively with staff across departments and countries.. Organizational Profile Partners In Health (PIH) is a non-profit, global health organization that fights social injustice by bringing the benefits of modern medical science first and foremost to the most vulnerable communities around the world. PIH focuses on those who would not otherwise have access to quality health care. PIH partners with the world’s leading academic institutions to create rigorous evidence that shapes more sound and all-inclusive global health policies. PIH also supports local governments’ efforts to build capacity and strengthen national health systems. As of today, PIH runs programs in 11 countries (Haiti, Kazakhstan, Lesotho, Liberia, Malawi, Mexico, Navajo Nation, Peru, Rwanda, Sierra Leone, United States), where it provides direct care to millions of patients, through public facilities and community engagement. Partners In Health (PIH) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of PIH not to discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law. PIH works in and with a number of governments in and outside the U.S., and to the extent applicable, this statement is intended to incorporate the prohibition of any unlawful discrimination covered by applicable laws in such countries, states and municipalities. Partners In Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Any offer of employment is contingent upon the successful completion of applicable background checks. Pay and Benefits The expected starting salary range for new hires in this position is between $55,000 and $65,000/year and may vary depending on multiple individualized factors, including the market for the position, job-related knowledge, skills, and experience. The position belongs to a class of roles that have a salary range between $50,000 and $75,000/year. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan with automatic employer contribution, as well as participate in organization-sponsored medical, dental, vision, short-term and long-term disability insurance, and basic life insurance plans for the employee and the employee’s eligible dependents. PIH offers professional development and home office reimbursements as well as a flexible paid time off policy with no maximum, generous holiday time, summer and winter breaks, and a sabbatical leave policy. Partners In Health will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If a reasonable accommodation is needed, please contact: [email protected].