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Help Desk Support Technician III

The Humane Society of The United States (HSUS), the nation’s most effective 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 guidance and supervision to help desk technicians I and II as needed;
  • 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;
  • Administering the MDM system for corporate mobile device users;
  • Managing the remote desktop management system to include software deployment and patch management processes;
  • 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;
  • Providing basic network troubleshooting;
  • Evaluating and testing new software and hardware technology;
  • Assisting the executive staff with technology related issues;
  • Supporting the Help Desk Manager with the coordination of support request resolution.


  • 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;
  • CompTIA A+ certification is required;
  • CompTIA Network+ and CompTIA Security + certifications are a plus but not required;
  • 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 identify, disability, marital or parental status, or protected veteran status EOE

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