Help Desk Technician in Washington DC

Help Desk Technician - National Trust for Historic Preservation - Washington DC - work from home job

Company: National Trust for Historic Preservation

Job description: JOB SUMMARY

Working with the VP of Information Technology, Network Administrators and Engineers, the Help Desk Technician is responsible for supporting 350+ users at the organization's headquarters office and remote locations, including business offices in Denver and Chicago, Historic Sites and work-from-home locations. This position is the first line of contact for staff issues and is a key part of Information Technology that not only supports our users but helps implement improvements to existing network systems and works to provide the best possible customer service experience for users and collaborators.

DUTIES
• Responsible for monitoring help desk queue to assist with identifying and resolving end user issues in a timely and effective manner.
• Escalates issues as needed for resolution.
• Provides technical guidance, support and problem resolution to end-users for hardware, operating systems and application software.
• Sets up PC workstations for employees.
• Packs and ships computer equipment to staff. Orders equipment as needed.
• Helps support and manage POS (Point of Sale) system at Historic Sites.
• Helps Network Administrators with software/hardware implementations.
• Helps ensure high level of customer service and satisfaction for all users, ensuring prompt and accurate service.
• Travels to off site office or server locations as needed.
• Travels to headquarters (Convene) as required.
• Other duties as assigned.

QUALIFICATIONS
• At least 3+ years relevant work experience, including technical experience supporting Windows networks and PC's. Knowledge of imaging software, Active Directory and Office 365. SharePoint knowledge is strongly preferred. Experience working in a geographically dispersed organization of comparable size; experience in a non-profit setting a plus.
• Certifications in CompTIA, A+/ComptTIA Network, CompTIANetwork +, and Microsoft 365 Certified: Fundamentals are preferred.
• Strong customer service skills required. Ability to work and communicate effectively with remote staff.
• Ability to balance and prioritize work and accomplish tasks with moderate supervision. Able to be part of a fast moving team with desire to learn new technology.
• Basic project-management skills, including project budgeting and planning. Ability to achieve results with moderate supervision.
• Effective presentation skills. Excellent writing, spelling, grammar, and proofreading skills, as well as strong verbal communication and customer service skills. Strong organizational skills. Excellent attention to detail.
• Experience successfully helping manage key stakeholders. Proven ability to collaborate and achieve results. Track record of building and maintaining productive relationships with multiple stakeholders. When working in the office, public contact and ability to work successfully in close proximity to others required. When working off site, ability work effectively in a remote environment, maintaining productivity and communications to meet deadlines and goals, is required.
• Demonstrated success working with culturally diverse colleagues and stakeholders. Bi-lingual language skills a plus.
• Ability to prioritize, multi-task efficiently and respond to a high volume of ongoing requests in a timely fashion. Ability to adapt and be flexible in a dynamic work environment. Ability to work effectively with frequent interruptions required. Able to handle frequently changing and/or unscheduled tasks with accuracy. Entrepreneurial spirit and skill set a plus.
• Ability to continually develop skills related to use of rapidly changing technology and communications best practices.
• Knowledge of Microsoft Word and Excel required. Familiarity with other software, including databases, a plus.
• Ability to lift and or maneuver IT hardware up to 50 pounds.
• Regular and reliable attendance is required.
• Some travel required.

PAY & BENEFITS

This is a full time, non-exempt-level position, eligible for full benefits, including affordable health, dental, vision and life insurance, retirement plan contributions, and 3.5 weeks of paid vacation, plus sick time and holidays.

Hiring range: $30.22-32.97 per hour (annualized to $55,000-60,000 based on a schedule of 35 hours/week)

Expected salary:

Location: Washington DC

Job date: Sun, 16 Jul 2023 03:49:05 GMT

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