Project HOPE
Help Desk Technician
Project HOPE, Washington, District of Columbia, us, 20022
Help Desk Technician, IT
Location: Washington, DC
Project HOPE
is an international NGO with more than 1,000 engaged employees and volunteers who work around the globe, responding to the world’s most pressing global health challenges. Throughout our 65-year legacy, Project HOPE has treated millions of patients, provided more than $3 billion worth of medicines to local health care organizations around the world, helped build hundreds of health programs from the ground up, and responded to humanitarian crises worldwide.
POSITION SUMMARY:
The Help Desk Technician is responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to support requests from both remote and on-site end users, vendors, and customers; diagnose and isolate problems, and determine and implement solutions.
PRINCIPAL RESPONSIBILITIES:
Resolve computer support problems reported to the IT Help Desk.
Provide first- and second-tier support for all users with hardware, software, and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. Use advanced troubleshooting skills to provide prompt resolution of IT help desk issues.
Act as a liaison between end users and internal support staff to assure accurate problem interpretation. Maintain communications with end users during the problem resolution process. Participate in projects as needed and promote the direction and vision of the IT.
Create new users in multiple IT systems (Active Directory, Office 365 Admin Center, Teams, SharePoint).
Configuration of new laptops.
Interface with various vendors to resolve systems/applications and network issues.
24x7 availability to provide emergency support as needed.
Server and Network Administration:
Perform server administration duties as needed using applications such as Active Directory, Office 365, Teams, SharePoint, Azure, and Windows servers.
Assist in the monitoring of server applications, services, and resources to ensure efficiency.
Interface with ISP vendors to install and repair wide area network connections.
Training, Documentation, and Quality Improvement:
Provide training to end users for software/applications and devices such as office phones, laptops, desktop PCs, printers, copiers, and mobile devices.
Provide IT orientation to new staff hires upon their arrival.
Develop and maintain documentation on IT procedures.
Assess needs and processes and make improvement suggestions; assist with implementation.
Review and recommend modifications of procedures with senior IT staff.
Other duties as assigned.
MINIMUM QUALIFICATIONS:
A minimum of three (3) years’ experience with Windows Server administration (Active Directory, Exchange, SharePoint) and Windows desktop support (Windows 10/11), including Microsoft Office applications, Teams, Adobe Creative Suite, printer, and copier hardware.
Strong customer service skills, proven problem-solving, and troubleshooting ability. Maintain established documentation.
Expertise in setting up and troubleshooting conference room A/V devices/equipment.
Experience with cybersecurity tools, patching, data backup/disaster recovery software, and virtual private networks (VPN).
Self-starter, great interpersonal skills, and excellent written and verbal communication. Must be a team player. Effective organization skills and customer service oriented; should possess superior problem-solving skills consistent with their responsibilities.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands:
While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment.
Must be able to communicate in verbal and written form.
Work environment:
Typical office environment with exposure to a minimal noise level.
Salary range starting at $57,000 USD per year based on candidates residing in the US. Compensation for the role is dependent on several factors including a candidate’s location, qualifications, skills, and experience. Project HOPE offers comprehensive benefits as part of the total compensation package including health, dental, vision, and life insurance, 403(b), paid leave, and much more. For more information about our benefits please visit our benefits page.
Due to the substantial number of inquiries, we receive, only candidates who have met the required experience & qualifications for this position will be considered. No phone calls please.
However, since we are active around the world in the field of public health, we may wish to retain your CV in our database for other/future opportunities, unless you direct us otherwise.
Thank you very much for your interest in Project HOPE.
#J-18808-Ljbffr
Location: Washington, DC
Project HOPE
is an international NGO with more than 1,000 engaged employees and volunteers who work around the globe, responding to the world’s most pressing global health challenges. Throughout our 65-year legacy, Project HOPE has treated millions of patients, provided more than $3 billion worth of medicines to local health care organizations around the world, helped build hundreds of health programs from the ground up, and responded to humanitarian crises worldwide.
POSITION SUMMARY:
The Help Desk Technician is responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to support requests from both remote and on-site end users, vendors, and customers; diagnose and isolate problems, and determine and implement solutions.
PRINCIPAL RESPONSIBILITIES:
Resolve computer support problems reported to the IT Help Desk.
Provide first- and second-tier support for all users with hardware, software, and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. Use advanced troubleshooting skills to provide prompt resolution of IT help desk issues.
Act as a liaison between end users and internal support staff to assure accurate problem interpretation. Maintain communications with end users during the problem resolution process. Participate in projects as needed and promote the direction and vision of the IT.
Create new users in multiple IT systems (Active Directory, Office 365 Admin Center, Teams, SharePoint).
Configuration of new laptops.
Interface with various vendors to resolve systems/applications and network issues.
24x7 availability to provide emergency support as needed.
Server and Network Administration:
Perform server administration duties as needed using applications such as Active Directory, Office 365, Teams, SharePoint, Azure, and Windows servers.
Assist in the monitoring of server applications, services, and resources to ensure efficiency.
Interface with ISP vendors to install and repair wide area network connections.
Training, Documentation, and Quality Improvement:
Provide training to end users for software/applications and devices such as office phones, laptops, desktop PCs, printers, copiers, and mobile devices.
Provide IT orientation to new staff hires upon their arrival.
Develop and maintain documentation on IT procedures.
Assess needs and processes and make improvement suggestions; assist with implementation.
Review and recommend modifications of procedures with senior IT staff.
Other duties as assigned.
MINIMUM QUALIFICATIONS:
A minimum of three (3) years’ experience with Windows Server administration (Active Directory, Exchange, SharePoint) and Windows desktop support (Windows 10/11), including Microsoft Office applications, Teams, Adobe Creative Suite, printer, and copier hardware.
Strong customer service skills, proven problem-solving, and troubleshooting ability. Maintain established documentation.
Expertise in setting up and troubleshooting conference room A/V devices/equipment.
Experience with cybersecurity tools, patching, data backup/disaster recovery software, and virtual private networks (VPN).
Self-starter, great interpersonal skills, and excellent written and verbal communication. Must be a team player. Effective organization skills and customer service oriented; should possess superior problem-solving skills consistent with their responsibilities.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands:
While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment.
Must be able to communicate in verbal and written form.
Work environment:
Typical office environment with exposure to a minimal noise level.
Salary range starting at $57,000 USD per year based on candidates residing in the US. Compensation for the role is dependent on several factors including a candidate’s location, qualifications, skills, and experience. Project HOPE offers comprehensive benefits as part of the total compensation package including health, dental, vision, and life insurance, 403(b), paid leave, and much more. For more information about our benefits please visit our benefits page.
Due to the substantial number of inquiries, we receive, only candidates who have met the required experience & qualifications for this position will be considered. No phone calls please.
However, since we are active around the world in the field of public health, we may wish to retain your CV in our database for other/future opportunities, unless you direct us otherwise.
Thank you very much for your interest in Project HOPE.
#J-18808-Ljbffr