Helpdesk Analyst Position Available In Suffolk, Massachusetts

Institute of Contemporary Art Boston 25 Harbor Shore Drive
Boston, MA 02210

Date Posted:

June 17, 2025

Region:

Eastern Massachusetts Category:

Information Systems/Technology Type:

Full-Time
desk

Analyst Description:

Title:

desk

Analyst Department:

Information Technology s to:

Director of IT Operations & Strategy Position Status:

Full Time, Salary Exempt, At Will Overview:

The desk Analyst is responsible for providing front line support and response for all end-user support requests. This position is responsible for the management of the IT ticket queue, including dispatching tickets to second tier support and vendors, managing moves, addition and deletion of users, imaging and deployment of user devices; providing on-time training for end users, in addition to other IT projects and tasks. The position reports to the Director of IT Operations and Strategy and works collaboratively and autonomously. Occasional nights and weekend work may be required to support the IT infrastructure of the ICA. The desk Analyst contributes to a culture of collaboration,munity, and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.

WORKING AT THE ICA

All ICA employees are required to reside in Massachusetts and withinmuting distance from our Seaport location as of their first day of work. The ICA offers a hybrid work week, which averages three days a week onsite for employees eligible to work remotely (subject to change, and at managers’ discretion).

Responsibilities:

Provide front line management and resolution of trouble tickets submitted by end users or tickets generated internally from the IT team including cross platform Windows and Mac – support for MS Office, file and access, application access, presentation support etc. Maintain detailed service records in the ticketing system to document end user issues and resolution and/or escalation details. Provide onboarding and off-boarding of staff and other individuals including user IDs, mailboxes, phone profiles, Point and Microsoft Teams. Provide just in time training and support for end users as needed. Manage device inventory, in addition to imaging of devices and management of end user software portfolio. Manage software updates and mass software deployments. Maintain and continually update IT documentation related to frontline support including but not limited to new employee onboarding documents, frequently asked questions and how-to instructions to facilitate ease of access and use of ICA technology. Assist with maintaining local network (switches, VLANs, cable plant, VMWare infrastructure) and wide-areamunication networks and maintenance and configuration of firewall to ensure reliable and secure network access for business applications. Participate in project management of large deployments and upgrades; contribute to defining departmental direction and prioritizing long term projects.

Qualifications:

A minimum of two years’ experience in a frontline IT support role in a multiplatform environment particularly Windows and Mac in a professionalanization, ideally in a nonprofit, cultural or public facing institution. A Bachelor’s degree preferably in a technology related area, or an Associate’s degree in a technology related area plus equivalent work experience or an equivalent mix of applicable certifications and work experience. A demonstrated ability to work collaboratively and independently. Ability tomunicate and present information in a clear and concise manner; excellent verbal and writtenmunication skills Ability to problem solve through analysis of issues and use of critical thinking Ability to handle and maintain sensitive and confidential information with a high degree of professionalism and discretion. Commitment to working with a diverse constituent base Must be able to work odd hours and be on call after work hours and weekends as needed.

Physical Requirements:

Prolonged periods of remaining stationary such as when working on aputer, and speaking on the phone Ability to listen and talk for extended periods in person, over the telephone, andputer Possess mobility to work in an office setting and use office equipment, move about throughout the museum and other ICA facilities when necessary Must be able to exchange accurate information with staff, vendors and other constituents Ability to push and pull doors, keyboarding and gripping On occasion, you may need to lift up to30lbsand/or get on a ladder with the ability to utilize a range of motions overhead. This is not necessarily an all-inclusive list of position-related responsibilities, duties, skills, efforts, requirements, or working conditions. While the above is intended to bean accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. The ICA offers an excellent benefit package that includes health, dental and vision insurance, disability/life insurance, flexible spending accounts, 403(b) retirement plan, and paid time off.

Starting Compensation:

$65,000.00 Annual Startingpensation is based on meeting minimum qualifications. Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge. The position’s grade and respectivepensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties. Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of thepensation range. How to : Interested candidates should send a resume and letter of interest tojobsicaboston. When ing, please include “desk Analyst” in the subject line. The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation Red and Silver Line.

Other Locations:

Seaport Studio, 100 Pier 4 Blvd.,Boston, MA 02210 ICA Watershed, 256 Marginal Street, Boston, MA 02128 The ICA values building a pluralistic workforce to foster a culture of collaboration,munity and respect. We aremitted to hiring talented, creative and qualified candidates from all backgrounds. As an Equal Opportunity Employer, the ICA ismitted to being a diverse and inclusive workplace. We are dedicated to fair employment practices for all individuals, adhering to all non-discrimination laws. The ICA ismitted to providing access and reasonable amodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable amodation (as defined by the ADA) toparticipate in the job application or interview process, contactHR-EOEicaboston or 617-478-3171.