Service Desk Technician I

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

• Works within the IT Service team in addressing, tracking, prioritizing and meeting user requests for support.

• Provides end-user support in all standard PC/MacOS application software and in all aspects of working within the network environment.

• Fields requests for support via telephone, email, ticketing system, in person and remotely.

• Escalates any support requests he/she is unable to resolve to the appropriate team member.

• Works with other IT members to ensure a team approach toward meeting the organization's technical support needs.

• Responsible for fleet of MFP machines for the campus - including placing service calls and maintaining supplies for each device.

• Helps maintain an inventory of all IT related equipment, software, tools and documentation.

• Supports all mobile devices consistent with World Learning policies.

• Conducts preventive maintenance and proactive support to reduce the trouble call load.

• Plays a critical role in planning and implementing the yearly project of upgrading computers.

• 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.

• Identifies training needs through trouble call experience with end users and shares with Service Desk Team

• As an IT representative, ensures that standards, purchasing policies, data security, copyright and other corporate policies relative to information technology are understood and followed.

• Assists the IT Infrastructure team in any additional ways required or any work as assigned by Network/System Administrators, Supervisor.

• Provides A/V support and setup to include projection, audio mixing and distribution, video and audio recordings, teleconferencing, etc.

• Adheres to cyber and information security best practices

• Routinely assesses security measures and mitigates security concerns

• Contributes to project deliverables and supports project managers as needed

Requirements

• Associates degree or equivalent related work experience.

• Work experience in a professional environment.

• Track record demonstrating strong customer service skills and patience to work with end users of varying technical ability.

• Possesses strong written and verbal communication skills.

• Expertise in all standard software applications including Windows, Office 365, Adobe.

• Exposure to Mac OS (installation of Office/Adobe software, OS updates)

• Experience creating and updating user accounts in Active Directory.

• Familiarity and experience with computer management, installation maintenance and integration with network services.

• Demonstrates ability to use software diagnostic tools for troubleshooting both network and local problems.

• Demonstrates initiative, creativity, attention to detail, and ability to multitask effectively.

• The ability to work calmly and enthusiastically in a trouble call response mode with a heavy workload and demanding user base.

Desired

• Help desk or dispatching experience preferred, but not necessary.