Junior HelpDesk Technician

Job Overview/Summary: IRC Service Desk Department is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. In this role you will serve as the first point of contact for IT problem resolutions for the International Rescue Committee service desk and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve various issues, provide an appropriate solution, and provides timely resolution of incidents, or escalation on behalf of the customer to ensure their satisfaction. You will respond to queries either in person or over the phone, email, MS Teams, or voicemail messages for customers seeking assistance.

Major Responsibilities

Customer Service and Communication

• Professionally, respectfully, and effectively represents IT Team members, and IRC services to the users.

• Keep accurate notes of issues and troubleshooting steps taken within our ticketing system.

• Take ownership of incidents assigned to ensure issue resolution and user satisfaction.

• Adhere to internal audit responsibility policies and procedures and communicate the same to the end-users.

Technical Skills - Level I Service Desk Support

• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

• Provide Tier 1 & 2 help desk support over-the-phone and on-site,

• Configure, deploy, maintain, troubleshoot and support Windows 10 and PCs Macintosh workstations and, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

• Create and maintain user accounts in AD Manager and O365 (user, computer, security objects).

• Filter Service Desk calls and provide support and troubleshooting, such as password resets, toner replacement, break/fix, and escalation to higher level support.

• Install anti-virus software and ensure virus definitions are up-to-date.

• Contribute to the continuous process improvement of the Service Desk Area

• Perform post-resolution follow ups with end user and team members as required.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems; alert management to emerging trends in incidents.

• Provide token support to Multifactor Authentication, VPN client based remote access, password/account recovery using SSO (Single Sign On) verification

• Provide troubleshooting for Microsoft office and other business applications

• Perform other duties as required.

Administrative Tasks & Record Keeping

• Validate knowledgebase articles and user documentation.

• Assign tickets and monitor/attend to the unassigned queue(s) in ticketing system.

• System administration and maintenance.

• Close tickets within established service levels.

Key Working Relationships:

Position Reports to: Senior Manager Service Desk

Position directly supervises: N/A

Indirect Reporting: Team Leads

Other Internal and/or external contacts:

The technician will work independently and in a team setting on daily basis. He/she will interact with vendors as needed.

Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager

External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

Job Requirements:

Education: College degree or equivalent certification

Work Experience:

• 1-3 years of experience in help desk/desktop support position

• Experience with Active Directory, and O365

• Excellent communication skills - both written and verbal

• Exceptional customer skills with proven record of genuine desire to patiently help others solve technical issues

• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment

• Experience with Microsoft and MAC Operating Systems

• Working knowledge of a range of software and hardware diagnostic tools.

• Experience working with service desk best practices.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Strong documentation skills.

Certificates or Licenses: A+ Certification, Network+ (CompTIA), Active Directory and ADManager Plus, Office 365, Sophos, Proofpoint, MS phones, ITIL, SCCM

Working Environment: The position will work in the New York and is expected to be on-site. Standard office work environment.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.

COVID-19 Vaccination Requirement:

In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires new hires to furnish proof of vaccination against COVID-19 in order to be considered for any in-office or hybrid positions. All IRC US offices require full vaccination to attend any in-office functions (e.g., meetings, trainings).

Commitment to Diversity and Inclusivity:

IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits:

We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Compensation:

Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

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