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Help Desk Support Technician I

The Humane Society of The United States (HSUS), the nation’s largest animal advocacy organization is seeking a Help Desk Support Technician I for our Information Technology department. The main responsibility of this position is to provide first-level support in response to users’ request for assistance.

This position will be responsible for:

  • Responding to users’ requests for assistance by phone and in person, handling routine questions about installation, operation, usage of computer system software and business applications;
  • Applying basic diagnostic techniques to identify problems, investigate cases and recommend solutions to correct common failures;
  • Managing some of the routine Information Technology (IT) department related tasks and administrative functions;
  • Providing support for all IT products and services to include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating IT policies;
  • Recording required support request information in IT ticket management system such as updating tickets with a summary of activities and final resolution;
  • Closing all tickets in a timely fashion;
  • Resolving all level I support requests and elevating complex and/or high priority issues to the appropriate support technician for resolution;
  • Managing invoice processing and tracking;
  • Managing corporate cell phone accounts;
  • Purchasing hardware and software and responsible for inventory management;
  • Assisting with the scheduling of webinars;
  • Assisting with technician level II requests or other duties as assigned by supervisor.

Qualifications:

  • High school or equivalent required;
  • Less than 2 years of experience or equivalent relevant work experience required;
  • Basic knowledge in desktop and network support and troubleshooting in a Microsoft Enterprise environment;
  • CompTIA A+ certification is a plus but not required;
  • Must have experience in using basic software applications such as Microsoft OS (v7-10), Microsoft Office (Word, Excel, Outlook, etc.…), and Help Desk or Service Desk ticketing system;
  • Must have working knowledge and experience in an IT Service Desk or Help Desk environment;
  • Must be able to oversee and coordinate the successful completion of multiple service tickets at once;
  • Strong written and verbal communication skills;
  • Must be a team player with a proactive, positive “can do” attitude and a strong work ethic;
  • Ability to multi-task and work well under pressure and in a fast-paced environment;
  • Excellent attention to detail with strong organizational skills;
  • An energetic, enthusiastic, team player with the desire to grow both personally and professionally;
  • A professional presence and good customer service skills with the ability to maintain composure and respond respectfully and appropriately to inquiries from management, employees, and the general public.

Please submit a cover letter and resumé using this form or fax to 301-548-7701. This position is located in Gaithersburg, MD.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, and disability, marital or parental status or protected veteran status.

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