About JFF:  
Jobs for the Future (JFF) drives transformation of the American workforce and education systems to achieve equitable economic advancement for all.  
 
About the position:  
Reporting to the Senior Director of IT, the IT Helpdesk Technician will work to support all units of the organization and will interface with JFF staff at all levels across the country (we currently have a team of about 350 staff members).  
 
The Helpdesk Technician will be responsible for managing and resolving technical issues and ensuring the secure and efficient operation of our MacOS and Microsoft365 environments and other SaaS products. This person will be providing on-site and remote support for laptops/peripherals, video conferencing software and equipment, and network access. The Helpdesk Technician will collaborate, as needed, with other members of the IT Team to remediate issues promptly. This person will be knowledgeable and/or have the aptitude to learn our product suite and expected to contribute to new product features and testing. 
 
The IT environment is mostly cloud-based with less than 20% using on-premises systems/applications. In addition, about 90% of our team is using MacOS as our desktop environment, with the remaining on a Windows OS – all operating in a Microsoft 365 environment. Our software environment also includes Azure AD, Windows and Linux servers, Jamf, Zendesk, TeamViewer, and numerous SaaS platforms for Finance, HR, Development, and overall staff productivity. We also use video conferencing equipment such as Cisco Spark Kits and Logitech Webcams. Additionally, we support staff, as needed, with their home/consumer-level networking gear (e.g., cable modems). 
 
This is an exciting opportunity for someone who is an experienced and proactive mid-level IT Help Desk Technician based out of Boston, MA. This position is ideal for an individual who is ready to take on challenges and ensure the smooth functioning of our IT systems.  
   
What you’ll do:   
 
Lead execution of JFF’s IT Help Desk Support 
– Provide support to all staff for all IT related issues remotely and in-person, including identifying the problem and classifying the level, priority and nature of the issue 
– Leverage our ITSM ticketing system (Zendesk) to track and resolve issues within agreed upon service level agreements by prioritizing and managing several open issues (help desk requests) at one time 
– Provide expertise for the resolution of technical problems, troubleshoots products, and modify products to staff member requirements 
– Manage Tier 1 and 2 issues independently and properly escalate Tier 3 or other unresolved issues to IT team members 
– Follow IT policies and procedures, manage user accounts and access permissions, and uphold organizational needs and compliance 
– Document solutions and create knowledge base articles to assist with future incident resolution 
– Continuously build your expertise of new mobile and desktop versions of JFF’s platforms to continuously resolve issues on various operating systems and devices 
 
Contribute to the overall effectiveness of JFF’s IT Team 
– Provide staff training on new software, hardware systems, and/or IT policies  
– Conduct live troubleshooting for connectivity issues and audio/video quality during events and meetings, as needed, leveraging audio/video conferencing systems including WebEx, Zoom, and Teams 
– Collaborate with IT colleagues to identify and implement new policies, processes, and/or tools, with a focus on delivering high-quality service to JFF staff members  
 
Who you are:   
– You bring 5-7 years of relevant IT experience, with prior responsibility for using, troubleshooting, and resolving issues related to Mac and Windows operating systems in both remote and in-person environments 
– You have experience with Microsoft 365 administration, including troubleshooting connectivity and functionality issues, overseeing identity and access management, integrating Microsoft365 with other services and platforms 
– You are skilled at identifying and resolving issues related to video conferencing platforms, network connectivity, SaaS applications, hardware (computers, printers, monitors, etc.) and/or databases (data access, performance, and security) 
– You have a demonstrated ability to effectively use help desk software (such as Zendesk) and remote troubleshooting tools (such as Jamf and TeamViewer) to diagnose and resolve issues 
– You know how to document troubleshooting steps and solutions for future reference and for use in knowledge bases or FAQs 
– You have an understanding of IT security principles and ideally are familiar with ITIL processes (through prior experience or an industry recognized IT certification) 
– You have strong analytical and problem-solving skills with the ability to identify and elevate patterns that may signify larger IT issues 
– You have a demonstrated ability to seek out, learn, and implement new technologies quickly and independently  
– You possess strong customer service skills and prioritize communicating updates and changes with end-users in a timely manner; you are skilled at leading trainings because of your ability to convey complex information in a way that others can easily understand  
– You possess high energy and passion for JFF’s mission and the ability to apply JFF’s core values to all areas of your work 
– You function effectively as a team player, collaborating with colleagues at different levels of seniority within you department and organization, while being able to prioritize your work independently  
– You model inclusive leadership, working effectively with colleagues from a diverse range of backgrounds, and building and stewarding an organizational culture that embraces diversity, equity, and inclusion 
– You are able and willing to commute to the Boston office 2-3 times a week and can travel up to 10%. This includes traveling to out of state JFF offices and JFF led events, as needed (Note: JFF requires covid vaccination for all work-related travel.)  
 
Diversity, Equity and Inclusion at JFF:  
JFF is committed to sustaining a diverse community with a work environment that is welcoming, respectful, and encouraging to all. JFF fosters a culture of inclusion that celebrates and cultivates diversity along multiple dimensions, including race, ethnicity, sex, gender identity, gender expression, sexual orientation, age, national origin, socioeconomic status, religion, ability, culture, and experience. As part of our commitment to diversity, equity and inclusion, JFF strongly encourages people impacted by the criminal legal system to apply.  
 
What We Offer 
At JFF, we’re fueled by the desire to create a world where everyone has equal opportunity for economic advancement. Our team works hard to push the boundaries of what is possible, and in return, we provide a gratifying work experience, competitive salaries, and a comprehensive benefits program that includes flexibility and choice as core values in order to support people wherever they are in their lives and careers. 
  
The salary range for this role is $80,000-90,000 annually, in alignment to JFF’s Senior Manager salary band and our compensation philosophy. Starting salaries for new hires will be determined based on a combination of the new hire’s relevant experience and market demands. 
 
To apply:  
We are accepting applications through July 20, 2023. Applications submitted by that date will be reviewed and candidates will receive updates on their candidacy by the week of July 24, 2023. 
   
Positions at JFF are not eligible for employer-visa sponsorship or open to F-1 student visa holders.  
 
All JFF employees are required to be fully up to date on their vaccinations against COVID-19, unless a medical or religious exemption has been requested and a reasonable accommodation approved.