Desktop Support Specialist
Job Details
Full-time, regular
Non-exempt

Reports to: Information Technology Manager
Staff reporting to this position: None
Department: Administration
Position classification: Nonexempt, full time; Union - Level 4
Minimum compensation: $56,000

 

Summary

American Progress has an immediate opening for a Desktop Support Technician in its Administration department. The successful candidate will join the Technology team as the front-line support person who ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

 

The Desktop Support Technician will help support the technical needs of the organization while upholding American Progress’ mission “to improve the lives of all Americans, through bold, progressive ideas, as well as strong leadership and concerted action, with the aim of not only changing the conversation, but changing the country.”

 

 

Responsibilities:

Strategy & Planning

  • Alert management to emerging trends in incidents.

 

Acquisition & Deployment

  • Deploy approved, pre-packaged, software using distribution tools and processes as requested by end users.
  • Configure new user accounts and set up equipment for end users based on established procedures and within established SLA’s

 

Operational Management

  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Build rapport and elicit problem details from service desk customers.
  • Provide timely updates to end users’ tickets to keep them updated on resolution progress.
  • Prioritize incidents and service requests according to defined criteria to meet defined SLAs.
  • Collaborate on tickets with peers to solve more complex support issues and escalate incidents with accurate documentation to suitable technician, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Test fixes to ensure an incident has been adequately resolved.
  • Develop/update end user documentation on the company intranet or Confluence knowledgebase as needed.
  • Update inventory information in American Progress’ inventory management system.
  • Contribute to technician knowledgebase as needed, including updating any changes to existing processes and procedures.
  • Provide ad-hoc technical training to American Progress’ employees.
  • Provide suggestions for continual improvement.


Requirements and qualifications:

Formal Education & Certification

  • Associate degree or equivalent combination of education and experience.

 

Knowledge & Experience

  • Knowledge of basic computer hardware, including Windows and Mac laptops and desktops, video conferencing technologies, printers and scanners,
  • Experience with desktop and server operating systems, including Windows 10+, Mac OS 10.15+, Android and iOS. Windows Server 2012 R2+ knowledge a plus.
  • Experience using remote monitoring management tools (RMM) to manage devices and enforce compliance policies in staff endpoints, including Kaseya or MDM tools (Jamf, Intune, Addigy, etc.)
  • Extensive application support experience with Office365 suite, Adobe Creative Suite, Google Workspace, web conferencing tools (Teams, Zoom, Slack) and Active Directory user management.
  • Working knowledge of a range of diagnostic utilities, including running Terminal/command prompt and PowerShell scripts
  • Strong documentation skills.
  • Familiarity with the fundamental principles of ITIL preferred

 

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Commitment to the organization’s mission and goals.

Work Conditions

  • 40-hour standard work week, with occasional overtime. Onsite work required at least three days a week.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

 

American Progress offers a full and competitive benefits package. Candidates from diverse backgrounds are strongly encouraged to apply. This position is part of a bargaining unit represented by IFPTE Local 70 and has a budgeted salary of $70,000.

 

When American Progress’ offices reopen, employees will be expected to work in the office three days per week. We will continue to monitor the current health emergency and adjust plans as needed in the future. Any changes to our current policy will be communicated at the time of hire. Updates will be posted on American Progress’ Jobs page.

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