Support Desk Technician

Operation Smile Cleveland , OH 44114

Posted 2 months ago

Operation Smile, headquartered in Virginia Beach, Virginia, is an international childrens medical charity with a presence in more than 60 countries, whose network of more than 5,400 medical volunteers from over 80 countries is dedicated to helping improve the health and lives of children. Since its founding in 1982, Operation Smile has provided more than 220,000 free surgeries for children and young adults born with cleft lip, cleft palate and other facial deformities.

To build long-term self-sufficiency in resource poor environments, Operation Smile trains doctors and local medical professionals in its partner countries so they are empowered to treat their local communities. Operation Smile also donates medical equipment, supplies and provides year-round medical treatment through its worldwide centers.

All interested applicants should apply online at http://www.operationsmile.org/about-us/careers .

Support Desk Technician

General Description:

The Support Desk Technician is a member of the Operation Smile Information Technology team who assists with installation, maintenance, and support of PC/Desktop related issues as well as interfacing with end users on a variety of technical issues. This person is the first responder to helpdesk tickets, telephone calls, email, and personnel requests for technical support.

Working directly with the end user and the helpdesk ticketing system, the Technician documents, researches, tracks and monitors various problems to ensure a timely resolution. There is a requirement for travel to other countries when needed.

Essential Functions:

Open, log, and track helpdesk tickets.

Perform basic installation, configuration, and deployment of desktop/laptop computers and peripherals.

Performs antivirus scans and malware removal.

Interview end users, in person or remotely, to collect information about various technical problems and successfully guide them through diagnostic procedures to determine the source of the issue.

Work with peers & vendors to ensure customer tickets are closed properly and accurately.

Successfully recognize routine technical issues, research, isolate, resolve, and follow-up with the end user.

Troubleshoot core services including file, e-mail, printing, web, portal and network/transport.

Provides basic user training and guidance on computer use and network operations when needed.

Track disposition of computer hardware and to whom the hardware is issued.

Track in-stock computers and accessories and provide recommend stocking levels.

Test software and hardware to evaluate usability and application for specific end user tasks.

Write and/or revise user training materials, processes and procedures.

Provide input and recommendations with the goal of streamlining processes and improving the customer experience.

Experience Required (education/work):
2 to 4 Years job experience in IT helpdesk function using a helpdesk ticket system.

Basic to advanced troubleshooting skills in Windows environment.

Strong knowledge of Microsoft Windows 10, 8 & 7 and associated hardware.

Microsoft Office 365 suite including Skype for Business, Teams, and other components.

Adding/deleting/editing users & computers in an Active Directory environment.

Remote desktop support such as RDP, JoinMe and Dameware.

Supporting MacOS, IOS, VOIP and iPhones.

Basic understanding of AV equipment such as smart boards, Polycom and projectors.

Experience installing and troubleshooting computer hardware.

Virus and Malware remediation skills and PC imaging.

High School Graduate/GED Required plus 2+ years of documented technical training in the field or relevant associate degree, with bachelors degree preferred.

A current passport or the ability to get one.

Characteristics/Skills Required:

A knack for troubleshooting basic IT issues

Strong written and verbal skills

Strong customer service skills

Attention to detail and completeness

Effective planning and organizing skills

Effective problem solving techniques

Excellent time management skills



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Support Desk Technician

Operation Smile