Helpdesk / Desktop Support Analyst

About Sesame Workshop

Sesame Workshop is the global nonprofit behind Sesame Street and so much more. For over 50 years, we have worked at the intersection of education, media, and research, creating joyful experiences that enrich minds and expand hearts, all in service of empowering each generation to build a better world. Our beloved characters, iconic shows, outreach in communities, and more bring playful early learning to families in more than 190 countries and advance our mission to help children everywhere grow smarter, stronger, and kinder. Learn more at www.sesame.org and follow Sesame Workshop on Instagram, TikTok, Facebook, and X.

Helpdesk / Desktop Support Analyst Responsibilities

• Perform customer service functions by answering employee email and phone requests.
• Provide first level phone support and desktop support for both PC & MAC users.
• Responsible for logging all calls in ServiceDesk ticketing system and escalating calls if necessary.
• Assist in imaging of new desktops and laptops for distribution.
• Create/Manage Active Directory user accounts and Microsoft Exchange mailboxes, distribution lists and shared calendars.
• Support remote users; understanding of VPN; remote access technology.
• Perform upgrades, implementations and project-related tasks of new technologies as set forth by the IT Operations Department.
• Responsible for setting up and support of all smartphones (Android & iOS devices), including administration of our mobile device management solution.
• Support applications such as Signiant, Zoom, Microsoft O356, Adobe Creative Cloud, and other productivity tools.
• Other related tasks as assigned.

Qualifications

• 3-4 years of combined relevant education & technical experience.
• Excellent MS Office 365 (Outlook, Word, Excel, PowerPoint) knowledge.
• Strong working knowledge of Windows 10 and MAC OS X.
• Basic knowledge of systems hardware (PC, MAC, Multifunction Printers, Scanners, Mifi’s, WiFi, Mobile Devices, VOIP phones, etc.).

Nice To Have

• Bachelor’s Degree or equivalent experience.
• Excellent verbal, communication, and organizational skills.
• Knowledge of Active Directory and Microsoft Exchange administration.

Sesame Workshop Hybrid Work Policy

This position is based at our headquarters office in New York (Manhattan) at 1900 Broadway, New York, NY, and follows a hybrid work model. In-office requirements vary by role and employee group, and currently range from two to five designated in-office days per week.

Key skills/competency

• Desktop Support
• Technical Support
• Windows 10
• MAC OS X
• Active Directory
• Microsoft Exchange
• Office 365
• Mobile Device Management (MDM)
• VPN
• Ticketing Systems