Senior Service Desk Technician

The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and worldwide, including many technologically challenging locations.

Job Overview/Summary: The Senior Service Desk Technician will provide IT support to our end-users globally and handle escalations from tier 1 to tier 2 support. Daily tasks may include:

• Incident logging, categorization, prioritization, and response

• Provide resolution of service incidents in partnership with other IT departments

• Conduct testing as part of the building, designing, or upgrading to ensure smooth transitioning and implementation of the new systems and services.

• Responsible for timely ticket resolution and escalation to meet service-level agreement (SLA).

• Monitor incident trends and create problem tickets as needed to ensure engagement of necessary IT departments to identify root causes and resolution.

• Mentor and oversee less experienced colleagues to build a high-performing team.

Major Responsibilities:

Customer Service and Communication

• Provide over-the-phone and onsite assistance to users: problem identification, instruction, resolution of problems, and escalate complex or unresolved incidents when necessary.

• Systematically interprets user problems and identifies solutions and possible side effects.

• Demonstrate an ability to communicate technical terms and IRC IT policies to end users in a service-oriented fashion; provide technical advice and guidance relative to problems involving technical user issues.

• Provide exemplary customer service across all levels of the organization.

• Exercise discretion and independent judgment to act upon the urgent request, such as immediate terminations or security breach incidents.

• Work with the Business Relationship Management team to craft communication about outages or service changes that affect IT and staff globally.

Technical Skills

• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

• End User Device administration/configuration/support/troubleshooting.

• Responsible for implementing, installing, maintaining, and supporting End User Infrastructure.

• Support equipment, software, and connectivity for Windows workstations, PDAs, PCs, Macintosh and printers, LAN, AV, Video conferencing, and MS Teams calling.

• Design technical solutions for project modules; systematically interpret user problems; identify solutions and possible side effects; select appropriate work procedures or approaches to address technical challenges.

• Conducts complete diagnostics of most business problems; anticipates implementation obstacles.

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

• Provide troubleshooting for Microsoft Office and other business applications.

• Troubleshoot VPN connections, network printers, email setup, and connectivity issues and escalate tickets to tier 3 as needed.

• During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

• Responds to standard requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.

• Maintains records, inform users about the process, and advises relevant persons of actions taken.

Administrative Tasks & Record Keeping

• Responsible for creating and validating new, updating, and publishing existing business-facing and technical knowledge articles; worked with Manager and Quality Analyst to establish quality control to ensure adoption and accuracy.

• Ensure documentation of incidents by entering sufficient technician work notes in the tickets.

• Analyze service request/incident trends and joint complaints and problems and serve as an escalation point to resolve various service problems within SLA; anticipate potential problems to identify and deliver new solutions for proactive resolution and process improvement.

• Manage IT inventory, licenses, services, and support incidents; log real-time written journal entries documenting actions taken on all ticket requests.

• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.

• Records and tracks issues from the outset to the conclusion.

Mentoring / Management

• Supervise and mentor less-experienced staff with responsibility for their technical development, including internship programs.

• Provide statistical and performance feedback and regular coaching to team members.

• Participate in Performance Management Reviews and report any trend of common issues that may require creating a Problem ticket.

Key Working Relationships:

Position Reports to Director of User Services

The technician will work independently and in a team; the setting is on daily bases. They will interact with vendors as needed.

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

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

Job Requirements:

Education: College degree or equivalent certification: A+ Certification, Network+ (CompTIA), Active Directory and ADManager Plus, PowerShell, Network experience (TCP/IP, DNS, DHCP, VPN, etc.), Office 365, Sophos, Proofpoint, MS phones, MS Intune Management, ITIL, SCCM

Work Experience:

• At least three years of experience in a help desk/desktop support role

• Excellent consultative and communication skills, analytical ability, decisiveness, decisive judgment, and the ability to work effectively with clients, IT management, staff, and vendors.

• Strong organizational skills, able to prioritize and multitask.

• Strong interpersonal skills and customer service skills.

• Ability to work collaboratively in a team environment.

• Must be dependable and have excellent written and verbal communication skills.

• VIP support included the ability to interact with various levels of employees throughout the organization.

• Ability to relay technical information to non-technical business units.

• Strong documentation skills.

Working Environment: This onsite position is based in New York Manhattan, and you should be able to work from home—flexibility to work late afternoon shifts.

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.

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.

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.

Qualifications