About FSG FSG is a mission-driven consulting firm that advises foundations and corporations interested in creating large-scale, lasting social change. Through our combination of customized consulting services, powerful insights, and groundbreaking initiatives, we help clients and partners create a more equitable and sustainable world. At FSG, our people are our most valuable asset. We recognize that hiring and retaining talented and engaged individuals is vital to the ongoing success of our firm and the change we hope to ignite and support in the world. Learn more about FSG here. Help Desk Specialist (Greater Boston area) We’re looking for a detail-oriented colleague to join our 3-person, in-house Information Technology (IT) Team. As our Help Desk Specialist, your primary focus will be to manage the Help Desk, our system for receiving and solving technical issues, and offer technical assistance to our colleagues. This includes guiding all procedures related to the identification, prioritization, and resolution of end user help requests – including the monitoring, tracking, and coordination of all Help Desk functions. The Help Desk Specialist will be the primary support person for our 140-person firm, including our staff in Asia, Europe, and the United States, and will escalate any relevant issues to other members of the IT team. The Help Desk Specialist will report to FSG’s IT Director, Jeremy Medicus. Responsibilities • In partnership with the IT Team, resolve requests, incidents, and problems submitted to the Helpdesk by FSG staff (including contractors) • Provide day-to-day user support, including troubleshooting for desktops/laptops, servers, phones, printers, and system security • Determine root cause of issues and communicate clear, timely, and appropriate responses to our staff • Create and manage an FAQ and solutions database for common IT problems to be used by employees • Advise management on situations that may require additional client support or escalation • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs • Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase • Identify and advise on appropriate software and hardware used by the organization • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals • Responsible for helping maintain local IP phone systems • Provide on-going system related training for new and current employees • Perform imaging of machines using technologies (Filezilla) • May perform other tech-related tasks as assigned Requirements • Strong technical knowledge of PC operating systems, protocols, and standards, including but not limited to: • Active Directory • Office 365 • Microsoft Outlook / Exchange • Symantec Encryption • Core Microsoft Office Products (and supplemental programs Visio, Project, One Note, etc.) • Video conferencing (including Zoom) • iPhone IOS and Android devices for e-mail, calendaring, and contact setup and troubleshooting • Excellent planning, organizational, problem solving, and decision-making skills • Thorough knowledge of Help Desk operations, including a knowledge of IT best practices and industry trends • Developed customer service skills (experience coordinating technical support preferred) • Excellent interpersonal, written, and verbal communication skills, with the ability to communicate technical guidance and instruction to all stakeholders and staff members • Proficiency in Microsoft office products, Windows 10/11, MS Office, VPN, Wireless, Printing, Desktop and Laptop Hardware, and Mobile technology • An understanding of Microsoft Active Directory and Microsoft Security • Experience imaging laptops and troubleshooting hardware issues • 2-3 ears of experience in an IT role and/or relevant education experience preferred (e.g., a Bachelor of Science degree or technical certifications), A+ and Microsoft certifications preferred • ITIL experience a plus Position This position is based out of Boston, the city where our servers and technology are currently located. This is a hybrid full-time position – remote work is an option for all US-based FSG staff, but in-office presence will be needed 10% - 20% of the time to attend to the duties of this position. This position also may require travel to other FSG offices 1 – 2 times per year, as needed. The starting salary for this role is $70,000 USD. Salaries are set according to an explicit compensation policy, and relevant market data is analyzed when setting salaries for each role. We also offer a generous benefits package including: health insurance with 100% of premiums covered by FSG, 3 weeks paid vacation, a 401(k) retirement plan with employer match, cell phone stipend, disability and life insurance, and more. Note: Visa sponsorship is not available for our U.S. offices. In addition, we are unable to support the OPT Training Visa, as this visa will eventually require sponsorship. Hybrid Work Model In general, US-based staff can opt-in to work in our offices in Boston and Washington, DC – independently and for in-person meetings – in accordance with local regulations and office safety measures. Please see the above section for location requirements that are specific to this role. FSG is continuing to monitor the pandemic and develop responsive policies while holding the health, comfort, and safety of our staff at the forefront of these decisions. As these policies form, FSG staff have access to a variety of technological and well-being resources to support our people as we navigate our current environment together.