Helpdesk Analyst, Boston, United States 41 views

Organization: Partners In Health (PIH)
Country: United States
City: Boston
Office: PIH HQ Boston
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Description
Position Title: Helpdesk Analyst
Department: Strategic Information and Systems
Reports to: Director of Information Technology
Location: Boston ( < 5 % travel) Position Overview The Analyst will assist with maintenance and enhancement projects related to organization-wide data, reports, and systems. The analyst will partner with clinical teams (ex. Mental Health, NCD, HIV) and operational teams (ex. Development, Supply Chain, Finance) across all Partners In Health ( PIH ) sites globally to analyze data and explore ways to increase efficiency, reduce parallel processes, bolster application support, grow end user tool adoption, expand access to cross-functional data, and improve the ability of our stakeholders to make data-driven decisions. The Analyst needs to be able to learn tools and processes quickly while being responsive to fluid stakeholder needs. Responsibilities Hardware and Technical Support ( 6 0 %): 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, servers and wireless networks Training and Documentation ( 15 %): 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 ( 1 5 %): Field requests from Boston and country - based staff on IT related purchases, ensuring proper coding of expense s , making and tracking of orders, managing and tagging of inventory , communicating to requestors , and processing invoices and monthly credit card reconciliations Qualifications Fluency in French and/or Haitian Creole preferred. High School Graduate and 2 years rela ted experience or Associate Technical Degree/Program and 1 year related experience In-depth knowledge of computer systems (Windows and Mac OS) and ability to stay organized Strong interest for computers, technology, and computer systems 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 A+ Certification is useful, but not required Able to travel domestically and internationally, including international travel to remote or hard to access locations with limited infrastructure. Exemplary interpersonal skills; ability to collaborate effectively with culturally diverse staff across departments and country. Interest in social justice strongly desirable. 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, Peru, Rwanda, Mexico, Sierra Leone, Liberia, Malawi, Lesotho, Russia, Kazakhstan, Navajo Nation), 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.