Desk at MSF office
Visit during the Press conference for the opening of the not accompanied minors center in Pantin.
Press conference at the center for unaccompanied minors in Paris.

Médecins Sans Frontières (MSF) ouvrira le 5 décembre à Pantin un centre d’accueil pour jeunes migrants non accompagnés et d’orientation médical et administratif destiné à leur venir en aide.
25 000, c’est le nombre estimé de jeunes qui vont demander le statut de mineurs non accompagnés en France en 2017. Ce centre apportera à ces jeunes qui se déclarent mineurs non accompagnés un soutien grâce à quatre pôles d’activités : juridique, soins somatiques, santé mentale et vie sociale. Avec le soutien de plusieurs associations (ADJIE, Safe Passage, Le COMEDE et les avocats du barreau de Paris et de Seine Saint-Denis), les équipes MSF assureront aux jeunes un suivi de leur situation et un soutien dans leur parcours.
Médecins Sans Frontières will open on december 5th at Pantin a reception center for unaccompanied minors migrants and of orientation medical and administrative intended to help them.
25 000, it is the estimated number of young people who are going to ask for the status of minors not accompanied in France in 2017. This center will bring to these young people who declare themselves minors not accompanied a support thanks to four sectors of activity: legal, somatic care, mental health and social life. With the support of several associations (ADJIE, Safe Passage, Le COMEDE and the lawyers at the Paris bar and Seine Saint-Denis), the MSF team will assure to the young people a follow-up of their situation and a support in their route.
FRANCE 2017 © Antoine Kremer/MSF
Click to hide Text

Current job openings

Doctors Without Borders/Médecins Sans Frontières (MSF) has exciting opportunities in our New York office for individuals who are passionate and dedicated to our mission of providing emergency medical aid to people affected by conflict, epidemics, disasters, or exclusion from health care.

Learn more about our behavioral commitments, and about our commitment to diversity, equity, and inclusion.

To apply for a position, please email your resume and cover letter to employment.msfusa@newyork.msf.org.

Digital Marketing Manager – Advertising and Marketing Automation

Department

Our dynamic Development Department is responsible for raising over $350 million annually in funds in order to meet the financial needs of our organization. The Marketing Team is responsible for executing integrated marketing efforts, including prospect, renewal, and cultivation campaigns and activities via all communication channels to maximize the revenue and increase awareness of MSF’s activities, concerns, expertise, and values.

Project

Doctors Without Borders/Médecins Sans Frontières (MSF) is seeking a talented and ambitious marketer, experienced in driving successful digital campaigns, who blends digital expertise with an analytical mind. In this role, your main priority will be to grow our digital reach and improve performance on paid digital marketing channels to acquire valuable new donors and increase donor retention. You will play an active role in achieving our goal of growing digital revenue by at least 10 percent each year. To be an ideal candidate, you have solid experience managing paid digital marketing channels, with a strong focus on performance. Furthermore, you are an experienced user of marketing automation tools, with a technical understanding that makes you able to pro-actively identify opportunities to continuously drive organizational development through technology.  Working with our agency partner and other relevant stakeholders.

The Digital Marketing Manager – Advertising and Marketing Automation plans, creates and manages growth strategies for paid digital channels such as social media, paid search, display, native advertising, video, mobile, and emerging new media across core business functions: donor acquisition, conversion, engagement, and reactivation.  The Digital Marketing Manager – Adverting and New Media believes in, and champions, a digital marketing approach centered around the donor experience and uses available tools and technologies to build and implement a strong segmentation and automation plan to bring the work of MSF to life for our audiences with the right message at the right time.  By expanding and optimizing channel performance and refining the day-to-day activation of our current lead/donor base, the Digital Marketing Manager - Advertising and Marketing Automation ensures growth in recurring revenue and maximizes client retention. Under the direction of the Digital Marketing Manager for Campaign Strategy and Innovations, and in close collaboration with the rest of the Digital Marketing Team, this position plays a vital role in the success of MSF’s online marketing programs.

Tasks

Essential Functions and Responsibilities

Digital Marketing Strategy and Management (70%)

  • Work with agency partner and relevant stakeholders to create and manage growth strategies for maximizing revenue from paid digital channels such as social media, paid search, display, native advertising, video, mobile, and emerging new media.
  • Monitor campaign performance across multi-channel digital advertising program with a focus on a select set of KPIs to improve acquisition, retention, and engagement.
  • Forecast program performance and manage expenses with a high degree of accuracy.
  • Build and implement a strong segmentation, personalization, and automation plan, leading audience targeting practices and audience-first thinking within the digital marketing department to drive recurring revenue and maximize client retention.
  • Discover, research, and test new and emerging digital channels to help drive incremental revenue and new traffic.
  • Optimize content and creative strategy in collaboration with media agency, coordinate advertising deliverables, and traffic to the agency, conducting quality assurance checks to ensure that campaigns meet expectations.
  • Provide direction to consultants and partners to ensure in-depth, timely analysis of all digital marketing efforts. 
  • Play a key role in relevant strategy meetings with MSF staff, direct marketing consultants, and others, helping to prepare the agenda for meetings and providing supporting analysis when necessary.
  • Work in close collaboration with MSF’s Editorial Team, finding opportunities to leverage content, operational updates, and events to help meet digital revenue and brand awareness targets.
  • Work in close collaboration with a host of creative freelancers, where you’ll prepare briefs and facilitate a project from perception to end.
  • Attend conferences, events, and trainings to improve upon your skill set and to keep abreast of the latest trends happening in the digital space.

Planning & Budgeting (30%)

  • Collaborate with Senior Digital Marketing Manager, Digital Marketing Manager - Campaign Strategy and Innovations, marketing vendors and members of the team on the creation and implementation of an Annual Plan and Budget for digital advertising, designed to meet the fundraising needs of MSF as well as to promote MSF field activities and advocacy efforts.
  • Participate in the planning and implementation of MSF-USA’s digital development strategies, policies, and procedures.

Working Conditions, Travel and Environment

  • Availability to travel (national/international) up to 3 weeks/year is required.

Requirements

  • Minimum 3-4 years directly relevant experience in digital marketing, plus BA, or equivalent combination of education and experience.
  • Proven experience working with audience targeting practices and the use of Marketing Cloud, such as Salesforce Marketing Cloud Journey Builder and Automation Studio or equivalent.
  • Experience working with audience targeting in a Data Management Platform (DMP).
  • Advanced knowledge of Google Analytics and AdWords.
  • Advanced knowledge and experience using the Facebook advertising platform.
  • Familiarity with techniques to acquire new online donors and build awareness through social marketing channels, mobile, and SMS marketing.
  • Experience performing in-depth analysis of channel conversion and ROI and making recommendations and implementing strategies for improvement.
  • Experience managing complex vendor relationships and maximizing productivity of vendors and consultants.
  • Strong interpersonal, written, and oral communication skills.
  • Organized, detail-oriented, creative problem solver with strong analytical skills.
  • Comfortable working in a high-energy, fast-paced environment.
  • Collaborative team player with strong relationship skills.
  • Ability to work independently, move projects from conceptual stages to launch, and handle multiple and often competing deadlines.
  • Non-profit experience preferred, but not a requirement.
  • Partner with hiring managers to build an overall understanding of position requirements, provide training for best hiring practices, conduct background checks/ references review and set recruitment standards
  • Strong decision-making skills
  • BS/BA or equivalent required

 

Type

HQ

Pay Class

Full Time Exempt

Contract Type

Open ended Contract

Additional Information

Starting salary mid 70s to high 70s (commensurate with experience).

Desired Hiring Date

3, December 2018

Working Time %

100,00

How to Apply

To apply, send a letter of interest/cover letter and resume to employment.msfusa@newyork.msf.org,

ATTN: Digital Marketing Manager – Advertising and Marketing Automation” position.

Submissions without a cover letter will not be reviewed. No phone calls, please.

Application Deadline: October 20, 2018

Workplace Giving Coordinator

Department

Our dynamic Development Department is responsible for raising over $350 million annually in funds in order to meet the financial needs of our organization.

Role

You will join a dynamic team that manages a portfolio of 900+ donors valued at over $23 million.  You will be responsible for managing activities related to workplace giving and matching from corporate donors as well as administering third party platform related data and processes.  Daily responsibilities will include: tracking employee giving data and reconciling it into CRM database, processing and coding workplace giving related donations, coordinating logistics for participation in workplace giving events and charity fairs, and analyzing opportunities for expansion of the workplace giving program.  You will report to the Director of Corporate Relations and collaborate with the mighty MSF-USA development team to enhance corporate partnerships.  This is the right position for a motivated and successful multi-tasker with strong data processing and customer service skills with an interest in working for a leading humanitarian aid organization.

Responsibilities

  • Manage gift verification processes and coding for workplace giving related revenue;
  • Manage data transfer and reconciliation of workplace giving donor data into CRM database;
  • Manage relationships and execute processes with Third Party Aggregators (TPAs), federated giving (CFC) partner and matching gifts vendor;
  • Represent MSF and coordinate logistics for participation in workplace giving events;
  • Coordinate production of employee targeted mailings with Operations and Direct Marketing;
  • Develop and administer custom company employee donation pages;
  • Lead vetting and processing of new TPAs;
  • Conduct regular data pulls and analysis of workplace giving performance;
  • Identify, create and promote opportunities for expanding employee giving and engagement;
  • Keep informed about work place giving industry trends and best practices;
  • Attend regularly scheduled staff meetings, program updates and office-wide debates to participate in information sharing across all departments.

Qualifications

Minimum Qualifications

  • Bachelor’s degree plus two years relevant work experience or five years equivalent work experience;
  • Experience with data management and strong analytical skills;
  • Proficiency in fundraising and/or CRM databases;
  • Excellent command of Microsoft Excel, and strong computer literacy overall;
  • Strong oral and written English language communication skills;
  • Excellent organizational skills, keen attention to detail, and ability to keep to deadlines
  • Ability to work independently;
  • Excellent judgment and diplomacy;
  • Interest and commitment to the work of MSF and international and humanitarian issues;
  • Ability to handle a large volume of work under pressure and with deadlines while maintaining sense of humor and keen attention to detail;
  • Available for travel if required.

Preferred Qualifications

  • Knowledge of finance
  • Basic SQL and VBA skills
  • Basic website development skills

Type

HQ

Pay Class

Full Time Exempt

Contract Type

Open ended Contract

Additional Information

Starting salary high 50s to low 60s (commensurate with experience).

Desired Hiring Date

12 November 2018

Working Time %

100.00

How to Apply

To apply, send a letter of interest/cover letter and resume to employment.msfusa@newyork.msf.org,

ATTN: Workplace Giving Coordinatorposition.

Submissions without a cover letter will not be reviewed. No phone calls, please.

Application Deadline: October 22, 2018

If an applicant is not based in New York, please indicate in cover letter ability to relocate. Note that no relocation assistance can be provided. No calls, please. Equal Opportunity Employer.For more information please visit our website: www.doctorswithoutborders.org

Secretary/Member Board of Directors (Volunteer)

Company

Doctors Without Borders/Médecins sans Frontières (MSF) is an international medical humanitarian relief organization with programs in over 80 countries. MSF-USA is a separately incorporated, tax-exempt (under Section 501(c)(3) of the Internal Revenue Code) organization based in New York and founded in 1990. It contributes to the mission of MSF’s international network by:

  • Raising funds to support relief projects conducted by the international MSF network, wherever in the world medical, public health or other humanitarian crises exist. MSF-USA’s revenue for 2018 is projected to be over $390 million.
  • Recruiting volunteer medical and other professionals in the United States to participate in these projects.
  • Communicating our message to the US media and carrying out public education projects to increase awareness of populations at risk.
  • Advocating on behalf of populations at risk by informing the public, the media, the United Nations, U.S. Government agencies, and other nongovernmental organizations of its concerns.
  • Managing field projects in four countries, in conjunction with our office in Paris.

Project

The United States section of MSF (MSF-USA) is seeking a volunteer to serve as Secretary on its Board of Directors. Whether elected by the Association or by co-optation by the Board of Directors (BOD), the Secretary is expected to understand and commit to the MSF mission, charter, and other foundational documents. If elected or co-opted as a Director, the Secretary is expected to assume all of the rights and responsibilities of membership on the BOD, including full voting authority, participation on BOD committees and active engagement in BOD discussions and decision- making. The Secretary is a position that ensures all rules and bylaws of the organization are adhered to by the Board during meetings and the implementation of Board decisions. The Secretary also ensures that all of the records and documentation for the organization are handled properly.

Legal Expertise

While the Secretary is not required to be a lawyer, the role is legal in nature, and many large not- for-profit organizations choose to have an attorney act as secretary. In addition, MSF-USA’s By- Laws require the BOD to use its best efforts to co-opt at least one director who is a qualified and trained attorney.

Appointment

  • The Secretary is preferred to be, but is not required to be, a Director.
  • The role of Secretary is a volunteer, unpaid position.
  • The Secretary of the BOD is elected every three years by the BOD.

Responsibilities

  • Like all Board members, the Secretary attends Board meetings, reviews meeting materials and actively participates in meetings.
  • Ensures the minutes are taken for all meetings of the BOD and all meetings of committees

authorized to act on behalf of the BOD.

  • Maintains corporate books and records for the BOD and any committees authorized to act on behalf of the BOD. The Board and Executive Liaison Officer has custody of the official books and records.
  • Delivers all notices required to be given by the BOD and acts as designated recipient for

certain notices to the BOD or MSF-USA. The Secretary has delegated responsibility for BOD notices to the Board and Executive Liaison Officer.

  • Keeps possession of the corporate seal.
  • Signs and/or affixes the corporate seal to any instrument when duly authorized to do so by the BOD.
  • Provides certification to third parties of corporate actions approved by the BOD.
  • If an attorney, acts as a knowledgeable resource to the BOD regarding state and federal laws and regulations pertaining to MSF-USA and its activities.
  • Does not provide legal advice to the BOD or to MSF-USA in his or her capacity as Secretary, but he or she may separately provide legal advice if retained as legal counsel to MSF-USA.
  • Performs all other duties pertaining to the office, as requested and/or required by the BOD.

Equal Opportunity

MSF-USA is committed to building and maintaining a diverse Board. All qualified applicants will receive consideration without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity, age, disability, status as protected veteran or any other characteristic protected by federal, state or local law.

Indications of Interest

Please submit a letter describing your interest and relevant skills and your CV by November 1, 2018, addressed to: boardsecretarysearch@newyork.msf.org

This is an unpaid position.

No calls please.

Field HR Associate

Department

The Field Human Resources Department (Field HR) is responsible for the recruitment, selection, placement, and retainment of qualified and well-suited field staff to meet the growing needs of MSF field operations. 

Project

Manages and conducts administrative functions of the Field HR Department to support the departure and return of field staff assigned to MSF-France (OCP) and MSF-Switzerland (OCG).  Supervises the Field HR Assistant, the Field HR Recruitment Assistant, and the Field HR Intern.  Acts as a focal point for the HR Information System (HRIS). 

Tasks

  1. Essential Functions and Responsibilities:

Management of Placement Administration (60%)

  • After placement to a specific field assignment, arranges for travel, lodging, and vaccinations for the assigned pool of US field staff, in a prompt and timely manner. Supervises same for field staff assigned to Field HR Assistant.
  • Verifies the validity of passports and other travel documents. Supervises the procurement of work permits and/or visas for departing US field staff.
  • Supervises, negotiates, and/or guides Field HR Assistants in conducting negotiations with embassies to facilitate the visa process, as necessary.
  • Ensures that information sources regarding international visas are centralized and accessible to the entire department and that they are updated promptly as changes occur.
  • Liaises between Operational Centers (OC), Human Resource Officers (HRO) and expat to confirm briefing dates, departure dates, briefing locations/appointments, and date needed in the field. Arranges travels accordingly.
  • Inputs passport information, emergency contact information, and personal details into the database(s). Updates information as required before/during/after field assignments.
  • Conducts administrative portion of volunteer briefings and debriefings for assigned pool of departing and returning US-employed field staff covering expenses submitted for reimbursement, emergency contact information, distribution of mission orders, directions upon arrival to Operational Center, ticket information.
  • Schedules briefings and debriefings between field workers and office staff including FHR, HR, Communications, Association, Programs, Development, PSCU and any necessary phone briefings with the OCs.
  • Books travel directly to OCP & OCG project countries as necessary and confirms security information, contact information upon arrival, instructions for arrival, and validity of airlines with appropriate administrator in Paris and Geneva.
  • Distributes MSF t-shirts, ID, and other items as required for US-contracted staff bypassing Paris or Geneva enroute to the field.
  • In collaboration with the OCs and/or field projects, makes travel arrangements and books accommodations for returning field staff. Arranges debriefings in the New York Office.
  • Works with the HROs and other relevant personnel to keep e-mail templates, policies, procedures and documentation up to date. Recommends and makes improvements to same. 
  • Confirms assignment start and end dates for US-contracted staff, forwards work orders for HRO’s approval, and updates the database. Ensures the start/end date discrepancies are followed up between the HRO and OC.
  • Forwards mail for field staff who have recently returned from or are still in the field.
  • Communicates with MSF-USA office staff regarding departures and returns of fieldworkers and communicates about Brown Bag Lunches (BBLs).
  • Books travel, when needed, for all Field Management Training facilitators traveling to projects, and liaises with desk and field to confirm coordination of travel.
  • Other duties, as assigned.

Administrative/Management (35%)

  • Centralizes and updates specific HR administrative procedures.
  • Hires, manages and evaluates Field HR Assistants, office volunteers and interns for administrative tasks within the Field HR Department.
  • Delegates tasks, consults with and guides staff to achieve goals. Provides ongoing feedback to staff.
  • Sets clear, attainable objectives for staff and evaluates performance in accordance with established MSF procedures. Assesses staff training and development needs in consideration of department requirements and their professional development and career objectives. Works with staff to establish development pathways, providing guidance and recommendations as appropriate.
  • Manages filing systems and archives, making improvements and ensuring the privacy of personnel records.  Ensures that all Field HR staff are aware of filing systems and supervises maintenance.
  • Supervision of department use of HRIS and works to ensure the integrity of data. Compiles statistics and extracts data through reporting tools, as necessary.
  • Oversees the annual mailing of holiday packages to US-contracted field staff including the recruitment and management of volunteer staff to organize the project, procure donations, assemble and mail the packages.
  • Supervises and/or guides staff in organizing all administrative aspects of the Information Days and recruitment process
  • Maintains stock of books and departmental stationary supplies, requesting orders when necessary.
  • Coordinates cross-training of FHR Assistants to ensure continuity of coverage within the departmental administration.
  • Maintains stock of MSF field t-shirts, MSF guidebooks, and similar items, requesting orders when necessary.
  • Provides regular feedback to the Deputy Director of Field HR on an ongoing basis regarding administrative and relevant field-related items.
  • Interdepartmental Coordination (5%)
  • Attends regularly scheduled staff meetings and participates in information sharing across all departments, to stay informed on relevant MSF topics to be able to contribute to the organization’s ongoing development.
  • Participates in cross-departmental teams and committees as needed, specifically to represent the needs of the Field HR department.
  • Acts as liaison between Field HR and Domestic HR to coordinate administrative processes related to US-contracted field staff departures.
  • Act as a liaison between Field HR and Finance to facilitate the reconciliation of flight bookings, hotel reservations, petty cash, etc., and monitor the processing and reimbursement of expense reports.
  • Act as the travel focal point in Travel Committee meetings, soliciting feedback, preparing documentation and overseeing the implementation of the travel policy and related items, in close collaboration with the Deputy Director of Field HR, and the Director of Internal Operations.
  1. Supervisory Responsibilities:
  • Manages two full-time assistants, one intern and a fluctuating pool of volunteers. Under the guidance of the Deputy Director of Field HR, carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising and managing performance; addressing complaints and resolving problems.
  1. Fiscal Responsibility
  • Manages Petty Cash for the Field HR Department.
  • Manage the reconciliation of flight bookings, hotel reservations, and credit card expenses.
  • Acts as liaison with national travel clinics that are contracted to provide immunizations for departing field staff.  Compiles authorization forms and submits to Finance along with monthly invoices.
  • Confirms credit card expenditures when utilized by other members of the department.
  • Verifies expenditures and processes reimbursements for international staff expenses.
  1. Extent of Public Contact
  • Regularly greets field staff and assists them throughout their departure and return from the field.  Manages hotel, travel, and medical vendors, and supervises relationships with embassies, consulates, etc. to obtain visas and other required documentation, as needed. 
  • Supervises Recruitment Assistant’s interaction with applicants and assists with Information Days planning and presentation.
  1. Physical Demands
  • While performing the duties of this job, the employee is required to sit for long periods and to concentrate on work, including typing, and turn out heavy volumes of work accurately, within the context of a moderately noisy office with many interruptions.  Must be able to proofread own work accurately so that only minor corrections are needed on an infrequent basis.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  1. Working Conditions, Travel and Environment
  • The duties of the job require regular attendance 5 days/week for a minimum of 35 hours.  Must be available to work before 9:00 am, after 5:00 pm or on weekends, as required.  Must be able to travel as required for standard domestic and international business travel.

Qualifications

Required:

  • Minimum three years directly related experience plus bachelor’s degree or equivalent combination of education and experience
  • Keen attention to detail with the ability to track multiple projects at one time.
  • Ability to prioritize ongoing vs. immediate needs appropriately
  • Demonstrated supervisory skills and experience
  • Strong interpersonal and written and oral communications skills
  • Strong computer literacy, including the ability to use word processing and spreadsheet and HR database software and to search the internet for research purposes.
  • Ability to handle a large volume of work
  • Outstanding proven time management and organizational skills
  • Ability to work with a minimum of supervision
  • Excellent judgment and diplomacy
  • Genuine interest in and commitment to the humanitarian principles of MSF.
  • Ability to write routine business correspondence, and internal memos.

Preferred

  • Fluent French
  • Experience making travel arrangements including visas
  • Experience working in the field with MSF or a similar humanitarian organization

Type

HQ

Pay Class

Full Time Exempt

Contract Type

Open ended Contract

Additional Information

Starting salary high 50s to low 60s (commensurate with experience).

Desired Hiring Date

November 12, 2018

Working Time %

100.00

How to Apply

To apply, send a letter of interest/cover letter and resume to employment.msfusa@newyork.msf.org,  ATTN: Field HR Associate before October 31st, 2018. Any applications submitted without a letter of interest/cover letter will not be considered.

If the applicant is not based in New York, then applicant must indicate their ability to relocate in their cover letter. Note that no relocation assistance can be provided. Equal Opportunity Employer. For more information please visit our website: www.doctorswithoutborders.org

Submissions without a cover letter will not be reviewed. No phone calls, please.

Application Deadline: October 31, 2018

Help Desk Associate

Department 

 

The Systems Department in the U.S. office of Doctors Without Borders/ Médecins Sans Frontières (MSF) acts like the organization's central nervous system, providing the vital information infrastructure to ensure the smooth functioning of all its operations. The Systems Department is responsible for building, configuring and maintaining the technical architecture, both physical and virtual, which ensures MSF can achieve the ambitions of its mission. 

 

Project 

 

The Help Desk Associate reports directly to the Director of Technology on the Systems team and oversees the operations of the MSF-USA Help Desk.  Together with the Help Desk Assistant and the Systems Department interns, the Help Desk Associate provides technical assistance and training to MSF-USA staff, volunteers, and interns and investigates and resolves software and hardware problems for over 150 on-site and remote end-users at MSF-USA.

S/he also supports the Director of Technology and other network engineers on the Systems team in maintaining and backing up servers, implementing basic network, database, and application administration, ordering and configuring new hardware and software, and supporting MSF-USA’s telephone system.

 

Who you are 

For this position it is important that you are: 

  • A communications specialist, diplomat, and collaborator as much of the daily duties revolve around interaction with different staff members
  • A problem solver who can de-escalate stressful situations
  • Detail-oriented, with the ability to multitask and prioritize in service to the IT needs of MSF-USA

 

Tasks 

Essential Functions and Responsibilities 

Help Desk Management and End-User Support (70%)

  • Oversees staffing of MSF-USA Help Desk to ensure 100% coverage during business hours and in accordance with any service level agreements set by Systems Department leadership
  • Provides ongoing training, guidance, and support to Help Desk Assistant and Systems Department interns to ensure level 1 and 2 help desk tickets are handled in accordance with Systems Department standards of service
  • Oversees support of the audio-visual technology needs of end-users for meetings, presentations, and special events and provides supervision of Help Desk staff assigned to support A/V for scheduled events and ensures these events are staffed appropriately
  • Answers, evaluates, and prioritizes incoming telephone, voicemail, email, and in-person requests for assistance from end-users experiencing problems with all technologies (hardware, software, and telephony) officially supported by the MSF-USA Systems Department
  • Interviews end-users to collect information about problem and leads users through diagnostic procedures to determine source of error
  • Guides end-users through established resolution paths for Level 1 and 2 help desk tickets; escalates more complex problems (Level 3) to Iteration Manager so they can be addressed by Systems team engineers
  • Logs and tracks phone calls using Zendesk ticket management system; maintains comprehensive records of end-user interactions and documents learning in Systems Department knowledgebase
  • Provides frequent updates to end-users on case resolution status using all appropriate means including email, phone, and in-person communication
  • Prepares standard statistical reports on Help Desk activities, such as help desk incident overview, speed to case resolution, and categorization of end-user requests; makes recommendations to Director of Technology and Director of Systems for improved Help Desk reporting
  • Maintains the tracking and inventory of technical equipment, both issued to end-users and items for repair
  • Oversees the relocation and reconnection of end-user computing equipment in accordance with requests made by department directors/manager

End-User Training (20%)

  • Conducts ad hoc and regularly scheduled trainings on supported MSF-USA applications on an as-needed basis
  • Prepares training materials such as presentations, videos, and hand-outs for applications supported by the Systems Department, including Office 365, Outlook, MSF-USA telephony, and other collaboration technologies used for virtual meetings

Special Projects (10%)

As assigned by Director of Technology and Director of Systems, participates in various Systems Department projects and initiatives, including but not limited to:

  • Vendor and/or software evaluation, selection, and implementation
  • Process improvement (Agile transformation, use of lean methodologies, etc.)
  • Implementation of new procedures related to business continuity, disaster recovery, and information security
  • Carbon footprint reduction
  • Other projects which are aligned with individual skill sets, work experience, and special interests

Supervisory Responsibilities 

The Help Desk Associate directly supervises the Help Desk Assistant and is responsible for hiring and supervising two seasonal interns for the Systems Department. Supervises volunteers and temporary staff as needed.

Extent of Public Contact 

The Help Desk Associate will have frequent contact with people outside the organization, including vendors, consultants, volunteers, donor advisory boards and members of the general public. 

Physical Demands 

This position requires remaining productive and focused within the context of a moderately noisy office with many interruptions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. 

Qualifications 

Required

  • Bachelor’s Degree or equivalent combination of education and experience
  • 4+ years directly-related experience
  • 2+ years of managing a team dedicated to customer service and technical support
  • Ability to troubleshoot hardware and software issues on Windows and Mac operating systems
  • Strong knowledge of Office 365
  • Ability to gather and analyze information skillfully and to develop alternative solutions
  • Ability to communicate effectively about technical matters to non-technical staff
  • Demonstrated ability to prepare logical and easy-to-use training materials
  • Familiarity with Active Directory and setting up user accounts
  • Ability to provide leadership and coaching to team members

Preferred 

  • Experience in NGO and private sector
  • Experience in using Zendesk
  • Experience in using the Jira work management tool

Type 

HQ 

Contract Type 

Open ended Contract 

Additional Information 

Salary high 50s to low 60s (commensurate with experience) 

Desired Hiring Date 

26, November 2018

Working Time % 

100.00 

How to Apply 

To apply, send cover letter and resume to employment.msfusa@newyork.msf.org, Attn: “Help Desk Associate” 

No phone calls and emails, please. Applications without a cover letter will be disregarded. 

Only Shortlisted candidates will be contacted.

Application Deadline: November 5, 2018