IT Support Analyst

Information Technology Westlake Village, California


Description

Position at Conrad N. Hilton Foundation

International hotelier Conrad N. Hilton established the grantmaking foundation that bears his name in 1944 to help people living in poverty and experiencing disadvantage worldwide. Today, the work continues, concentrating on efforts to ensure healthy early childhood development and sustainable livelihoods for youth, support young people transitioning out of foster care, improve access to housing and support services for people experiencing homelessness, identify solutions to safe water access, and lift the work of Catholic sisters. Additionally, following selection by an independent, international jury, the Foundation annually awards the $2.5 million Conrad N. Hilton Humanitarian Prize to an organization doing extraordinary work to reduce human suffering. The Foundation is one of the world’s largest, with $7.5 billion in assets. It has awarded grants to date totaling more than $2 billion, $207 million worldwide in 2020. Please visit www.hiltonfoundation.org for more information.

Job summary

As an integral member of the Information Technology (IT) team, the Support Analyst provides a high level of customer satisfaction through the effective delivery of technical support and customer service. Specifically, this position assists staff in the use of network operating software as well as provide general IT service and support with Windows, Mac and other operating systems on servers, desktops, laptops, and other mobile devices.

Responsibilities
  • Provide Desktop Support for staff in a Windows 7, 8, Mac OS and Office 2010/13/16 Environment
  • Install, configure and troubleshoot desktop & laptop systems, workstations, smartphones and VoIP phones
  • Monitor, update, escalate and resolve trouble tickets through Zendesk
  • Manage IT hardware and software inventory
  • Perform IT-related research and special projects as assigned
  • Provide conference room technology support
  • Manage desktop images and corresponding updates
  • Assist with setting up and managing switch ports
  • Maintain excellent incident management skills by following incident closure procedures and providing customer follow-up communications
  • Provide timely support during business hours as well as accessibility during non-business hours, as needed
  • Undertake projects and other duties as assigned
Qualifications
  • A+ and Microsoft Desktop Support and Operating Systems Certifications
  • 2+ years of IT support experience in an office environment
  • IP Telephony experience
  • Excellent written/oral communication, interpersonal skills
  • A positive attitude and demonstrates a high level of responsiveness and customer service
  • Strong organizational, analytical and time management skills with high attention to priority and detail
  • Works well independently and within a team and demonstrates a high degree of initiative, flexibility and collaboration
  • Ability to continually seek information and look for new approaches to processes and practices
  • Database software management experience
  • Advanced knowledge of switching and routing
Desired 
  • Bachelor’s degree preferred or equivalent work experience.
  • Server and Networking Certifications and Routing and Switching experience are preferred.

About our Benefits

We value the health and well-being of our employees, some of the benefits we offer include:

  • Comprehensive and generous health and life insurance options
  • Relocation pay
  • Fitness benefits
  • Paid holidays, time off, and parental leave
  • Flexible work schedules and technology benefits
  • Foundation-funded retirement savings plan
  • Professional learning and development and educational assistance
  • Employee matching gifts to qualified non-profit organizations

The Conrad N. Hilton Foundation is an equal opportunity employer with values grounded in promoting equality and inclusion and embracing diversity. We welcome qualified applicants of all races, colors, gender identities, sexual orientations, economic classes, ages, religions, national origins, and ability/disability statuses. Veterans and individuals with lived expertise are encouraged to apply. We respect and seek to empower every member of our Foundation community. We support and celebrate our collective array of cultures, backgrounds, perspectives, skills and experiences; fully realizing that such diversity is what makes our organization flourish and better enables us to fulfill our mission in the world.