IT Service Desk Technician
Salary: $24.38/hourly
Anticipated Start Date: July 2024
Apply By: NA
Term of Employment: Full-time, Non-Exempt
Base of Designation: Hybrid in Washington, DC; Onsite 3-4 days per week
The Service Desk Technician is the first point of contact for a range of help desk support, network support, software installations, desktop setups, printer and hardware/software inventory.
Occasional evening and weekend work will be required.
Responsibilities
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Works within the IT Service team in addressing, tracking, prioritizing and meeting user requests for support.
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Provides end-user support in all standard PC/MacOS application software and in all aspects of working within the network environment.
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Fields requests for support via telephone, email, ticketing system, in person and remotely.
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Escalates any support requests he/she is unable to resolve to the appropriate team member.
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Works with other IT members to ensure a team approach toward meeting the organization's technical support needs.
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Responsible for fleet of MFP machines for the campus - including placing service calls and maintaining supplies for each device.
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Helps maintain an inventory of all IT related equipment, software, tools and documentation.
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Supports all mobile devices consistent with World Learning policies.
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Conducts preventive maintenance and proactive support to reduce the trouble call load.
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Plays a critical role in planning and implementing the yearly project of upgrading computers.
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As a member of the Service Desk team, runs an in-house repair facility by maintaining an inventory of replacement parts, and hardware repair tools.
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Identifies training needs through trouble call experience with end users and shares with Service Desk Team
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As an IT representative, ensures that standards, purchasing policies, data security, copyright and other corporate policies relative to information technology are understood and followed.
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Assists the IT Infrastructure team in any additional ways required or any work as assigned by Network/System Administrators, Supervisor.
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Provides A/V support and setup to include projection, audio mixing and distribution, video and audio recordings, teleconferencing, etc.
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Adheres to cyber and information security best practices
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Routinely assesses security measures and mitigates security concerns
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Contributes to project deliverables and supports project managers as needed
Requirements
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Associates degree or equivalent related work experience.
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Work experience in a professional environment.
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Track record demonstrating strong customer service skills and patience to work with end users of varying technical ability.
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Possesses strong written and verbal communication skills.
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Expertise in all standard software applications including Windows, Office 365, Adobe.
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Exposure to Mac OS (installation of Office/Adobe software, OS updates)
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Experience creating and updating user accounts in Active Directory.
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Familiarity and experience with computer management, installation maintenance and integration with network services.
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Demonstrates ability to use software diagnostic tools for troubleshooting both network and local problems.
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Demonstrates initiative, creativity, attention to detail, and ability to multitask effectively.
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The ability to work calmly and enthusiastically in a trouble call response mode with a heavy workload and demanding user base.
Desired
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Help desk or dispatching experience preferred, but not necessary.