IT Help Desk Specialist (with training experience)
Job Details
New York City / Washington D.C. - ,
Full Time

The IT Help Desk Specialist (with training experience)  is responsible for providing comprehensive training, service desk and technical support activities for the AIUSA’s information technology operations. This position performs planned training, just-in-time education and IT support for the AIUSA user community under the guidance/supervision of the organization’s internal IT executive management. 


  • Present live and web based instructor-led training and technology awareness sessions 

  • Develop and deliver orientation training for new staff on AIUSA network, standard software, and systems 

  • Draft, edit and deliver routine technical training email communications and newsletters 

  • Design, develop, implement, and evaluate training curriculum, exercises, assessments, supporting documentation, and other materials to be used in training 

  • Create and communicate training schedules in consultation with departmental/unit leaders 

  • Maintain learning management system to track training participants’ status and results 

  • Review training materials and documentation and keep them up to date 

  • Create and administer training event feedback mechanisms. 

  • Analyze results, make recommendations for training improvement, and integrate changes in curriculum and/or courses. 

  • Provide end-user technical support and assistance as needed 

  • Participate in evaluating new software applications for potential deployment to the organization 

  • Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes  

  • Loads and configures operating systems and applications such as Office 365, Adobe and video conferencing application 

  • Monitors IT requests and provides direct to assistance to end users in the troubleshooting, set-up, installation, and configuration of office technology hardware and software, including personal computers, cell phones, and other hand-held devices 

  • Accurately document instances of hardware failure, repair, installation, and removal and prepare reports 

  • Recommend, schedule, and perform PC and peripheral equipment improvements, upgrades, and repairs 

  • Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs 

  • Presents a positive image of work group and AIUSA to others 

  • May occasionally represent organization with external coalitions and audiences with guidance from supervisor 

  • Exercises judgment to choose work method/procedure and to schedule tasks appropriately to meet deadlines 

  • Participates in shared responsibility and collaboration with volunteers, internal and external constituents 


Education and Experience: 

  • BA/BS in Information Technology preferred  

  • At least 3 years of technical training experience 

  • Nonprofit experience preferred 

Certifications and/or Qualifications: 

Knowledge of relevant software, hardware and installation processes – specifically MS Office365, desktop applications, networking, and both Mac and PC fluency 


  • Excellent written and oral communication skills, including instructional and presentation skills 

  • Ability to conduct research into course development and delivery concepts, as well as technical software issues 

  • Ability to present ideas in business-friendly and user-friendly language 

  • Excellent interpersonal skills in a customer service or support-providing environment 

  • Excellent organizational skills and attention to detail 

  • Ability to manage multiple tasks simultaneously  

  • Ability to work independently and manage time efficiently  

  • Ability to work autonomously and in a team environment 

  • Diplomatic skills to obtain trust, cooperation, and understanding in order to resolve more complex problems and recommend appropriate solutions 

What do we want?