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Description
~ Greenpeace is the leading independent campaigning organization that uses peaceful protest and creative communication to expose global environmental problems and to promote solutions that are essential to a green and peaceful future. ~
Position Overview
This position is the senior team member of the "Solutions Team" - which assists and supports all staff in the operation of information technology hardware and software. This includes support of all Greenpeace staff based in the United States, either in-person or remotely.
This team member has first responsibility of the support ticket queue by assigning tickets to other team members, advising on resolution of tickets, assisting in the resolution of tickets, or tackling issues directly. This position also works with other members of the Information Technology team to enhance and adjust systems that enable better centralized management of all systems and create a more efficient and effective environment where users can thrive.
Responsibilities
Provide hardware and software support to all staff:
- Provide day-to-day software and hardware support to all Greenpeace USA staff.
- Provide individual and small-group training where necessary.
- Perform software and hardware repairs where needed.
- Provide computer support to travelling employees and employees located in out-lying offices via telephone.
Assist in the coordination of the computer and computer-related operations of Greenpeace USA:
- Assist in the implementation of the strategic plan for the use and development of computers, LAN's, etc.
- Maintain and organize the inventory of organizational owned computers and related equipment.Assist IT Infrastructure Manager with analyses of hardware and software procurement.
- Assist in the installation and repair of computers and related equipment.
- Assist in the implementation of office-wide (sometimes organization-wide) training programs for all end-user software.
Act as a senior member of the Solutions Team, which provides the day-today support needs for all Greenpeace staff based in the USA:
- Prioritize, maintain, and be responsible for, with assistance from other team members, end-user and infrastructure documentation.
- Advocate for better IT solutions for all staff.
- Determine the need for and organize trainings for staff where needed.
- Compile statistics about service from solutions team and prepare regular reports on internal Service Level Agreement goals.
- Overall responsibility for the Solutions team ticket queues.
Assist IT Infrastructure Manager is his/her role as liaison between the IT Department and the rest of the organization:
- Interact with and participate in problem solving and troubleshooting with all divisions.
- Gain an understanding of how IT services are used in all parts of the organization.
- Some occasional night, weekend, and holiday emergency work required.
- Perform any other job related duties as assigned by the IT Infrastructure Manager.
Qualifications
Education:
- BA/BS or Equivalent in Computer Science, Business Information Systems or related field.
Skills:
- Ability to learn quickly and work in a fast-paced and demanding environment, managing several projects at once.
- Ability to deal tactfully, professionally, and politely in stressful situations.
- Ability to work independently and to demonstrate initiative and followthrough.
- Ability to empathize with users that he/she is supporting.
- Advanced knowledge of Windows and Mac OSX operating systems.
- Advanced ability to troubleshoot all types of technology issues and find creative solutions required.
- Knowledge of common networking concepts required.
- Knowledge of OS deployment and client systems management.
- Advanced Windows and OSX scripting knowledge.
- Advanced proficiency with all hardware aspects of supporting and maintaining systems required.
- Basic knowledge of Unix/Linux and ChromeOS desired.
Experience/Accomplishments:
- At least 8 years work experience in the technology field.
- At least 5 years in a senior or management role with responsibility for a service area or team.
- Proven experience of providing excellent service to all levels of staff.
- Interest in environmental issues and knowledge of/or experience with non-profit organizations.