IT Helpdesk Analyst Co Op (Summer or Fall)

Department: Information Technology

Reports to: Systems Administrator

Position Status: Part Time, Hourly Non-Exempt, Fixed term, At Will

Schedule: 28 hrs per week; schedule to be determined, onsite availability required

Duration: Summer or Fall Co-Op session

Overview: The Institute of Contemporary Art/Boston (ICA) invites qualified students to apply for a part-time, IT Helpdesk Analyst Co-op position. This paid co-op position offers a student the opportunity to experience the varying aspects of museum IT at one of the leading contemporary art museums in the country.

The work of the IT department is integral to strengthening institutional infrastructure, investing in and embracing evolving museum technologies, and supporting the diverse individuals that utilize them. We contribute to the organization’s technological readiness by identifying data needs and data management systems that will offer institution-wide integration, addressing growing requirements across museum departments. Our cross-departmental collaborations support not only our visitor experience but also our fellow staff through our infrastructure and support desk.

The IT Helpdesk Analyst Co-op contributes to a culture of collaboration, community, 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.

About the role: The IT Helpdesk Analyst Co-op will have two primary areas to focus on: aiding with helpdesk tickets and managing at least one long-term project.

Responsibilities:

Helpdesk ticketing

• In this area you will be exposed to all aspects of IT at the institution. Tickets from our automated system will be assigned to you and initially you will work with the IT staff to collaboratively complete the request. As your level of comfort increases you will be expected to take ownership of tickets assigned to you including any research required, opening vendor tickets, etc.

Long term project

• After the third week of the co-op term, we will collaboratively select a long term project to be completed within the term. This will be guided by the specific interests of the student and can include generating documentation, researching a specific problem/technology solution, doing a security audit, developing a tool to solve a need, etc.

Sample ticket duties

• Front line management of trouble tickets submitted by end users or generated internally from the IT team including cross platform support for MS Office, file and print access, application access, presentation support etc.
• Onboarding/offboarding of associates including creating/disabling user IDs, mailboxes, phone profiles etc.
• Just in time training/support for end users as needed.

Sample long term projects

• Manage device inventory as well as imaging of devices and management of end user software portfolio.
• Assist in maintaining local network (switches, VLANs, cable plant, VMWare infrastructure) and wide-area communication networks and maintenance/ configuration of firewall to ensure reliable and secure network access for business applications.
• Participate in project management of large deployments/upgrades.

Skills and Qualifications:

Ideally a successful candidate will have some experience and exposure to the core technologies we support at the ICA:

• Microsoft Windows and Apple desktop operating systems
• Microsoft Windows servers including file services, active directory
• Microsoft Office 365 as well as SharePoint
• Wireless and wired networks

Technology is not everything, we also expect the successful candidate to bring the following:

• Good communications skills with non-technical users.
• Ability to work independently as well as collaboratively and to discern when each is called for.
• An appreciation and enthusiasm for the role cultural institutions play in our community.

Physical Requirements:

• Must be able to exchange accurate information with staff and vendors.

• Prolonged periods of remaining stationary, standing and/or moving about throughout the museum’s three locations.

• Occasionally lift up to 30lbs; climb a ladder on occasion.
• Possess mobility to move about in an office to access monitors, printers, and other equipment.

Rate: $19 per hour

Starting compensation is based on meeting minimum qualifications.

Interested candidates should send a letter of interest and resume to jobs@icaboston.org and jabellas@icaboston.org. When applying include “IT Helpdesk Analyst Co Op” in the subject line.