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Help Desk Support Technician III

The Humane Society of the United States (HSUS), the nation's largest animal advocacy organization, is seeking a Help Desk Support Technician III for our Information Technology department. The main responsibility of this position is to provide technical assistance and training to system users.

This position will be responsible for:

  • Responding to users’ requests for assistance by phone and in person, generally handling non-routine, advanced technical issues;
  • Installing and modifying personal computer and network hardware, software, and peripherals;
  • Diagnosing hardware, software, and operator problems and taking remedial actions or recommending procedural changes;
  • Performing complex tasks requiring the consideration of multiple variables to determine proper course of action;
  • Providing support for all IT products and services, including some network hardware and software;
  • Recording required support request information in the IT ticket management system which includes updating tickets with a summary of activities and final resolution and closing all tickets in a timely fashion;
  • Assisting remote users with network system access to company resources;
  • Providing advanced anti-virus/malware troubleshooting and support;
  • Maintaining system image library for all existing and new computers;
  • Assisting network team with Active Directory account issues;

Qualifications:

  • High School diploma required;
  • Minimum of 5 or more years of Service Desk or Help Desk work experience required;
  • Intermediate knowledge regarding desktop and network support and troubleshooting in a Microsoft Enterprise environment;
  • A+CE and Network+CE certifications are required; Security+CE certification is a plus;
  • Must have experience in using software applications such as Microsoft OS (v7-10), Microsoft Office, and Help Desk or Service Desk ticketing systems;
  • 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 with a desire to grow both personally and professionally;
  • Ability to multi-task and work well under pressure and in a fast-paced environment;
  • Excellent attention to detail with strong organizational skills;
  • A professional presence and customer service skills with the ability to maintain composure and respond respectfully and appropriately to all inquiries;

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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