Technical Systems Support Analyst 3

Position is based in Yarmouth, MA or Washington, DC

This is a hybrid role with 2 days/week in the office

The Technical Systems Support Analyst 3 is responsible for delivering advanced technical support to a global user community. The Analyst serves as a senior contributor to the helpdesk, ensuring the availability, security, and reliability of IFAW's technology environment. This role helps safeguard IFAW's systems, endpoints, networks, and data by maintaining secure device configurations, supporting incident response activities, and identifying opportunities to strengthen security, operational effectiveness, and service delivery.

Role and Responsibilities

• Provide advanced technical support for hardware, software, operating systems, collaboration platforms, and business applications across a global user community.
• Configure, deploy, and maintain laptops, mobile devices, and endpoint systems in accordance with IFAW security standards and best practices.
• Act as an escalation point for complex support issues, conducting root cause analysis and implementing sustainable solutions.
• Ensure all user requests and incidents are responded to, tracked, and resolved in a timely, professional, and customer-focused manner.
• Ensure compliance with IFAW's information security policies, standards, and controls; identify, document, and escalate security concerns or incidents as appropriate.
• Assist with endpoint security management, vulnerability remediation, patch deployment, and device compliance monitoring.
• Maintain accurate inventories of IT assets, equipment, software licenses, and related documentation.
• Recommend and implement process, system, and service improvements that enhance security, efficiency, reliability, and user experience.
• Provide technical guidance and mentorship to team members and contribute to knowledge sharing and skills development across the helpdesk team.
• Develop and maintain technical documentation, knowledge base articles, and support procedures.
• Remain current with emerging technologies, cybersecurity trends, and organizational initiatives relevant to the user community and IT operations.
• Troubleshoot and resolve LAN, WAN, wireless, VPN, and remote access connectivity issues.
• Collaborate with infrastructure, cybersecurity, application, and vendor partners to support operational and project objectives.

Qualifications and Educational Requirements

• 5+ years of related work experience.
• Deep familiarity with Microsoft Windows operating systems, Microsoft 365 applications, endpoint management solutions, and common business applications.
• Strong understanding of networking concepts and technologies, including TCP/IP, DNS, DHCP, firewalls, VPN, wireless networking, printers, routers, and switches.
• Experience with IT ticketing systems, remote support software, and endpoint management tools (e.g., Microsoft Intune)
• A collaborative team player who shares knowledge, supports colleagues, and works with the team to resolve issues and improve help desk services.
• Strong escalation and problem resolution methods.
• Excellent verbal, written, and visual communication skills; able to explain technical issues to non-technical staff at all levels and connect IT work to IFAW’s operational needs.
• May at times require lifting and moving of technical equipment which is often times heavy, such as a server, PC or monitor. May also be required to move office furniture to allow access for installation of technical equipment.

At IFAW, we aim to create and foster a workforce that reflects and contributes to the diverse, global community in which we work to improve the lives of both animals and people. We are dedicated to fostering justice, equity, diversity, and inclusion so we actively encourage candidates from diverse backgrounds.

Hiring range is $65,000 - $77,000 per year