Service Desk Technician Tier 1

We are partnering with our client to assist with their search for a Service Desk Technician Tier I. Our client is an independent national nonprofit dedicated to transforming the lives of children and families struggling with mental health and learning disorders. They work to deliver the highest standards of care advance the science of the developing brain and empower parents professionals and policymakers to support children when and where they need it most.

The Service Desk Technician will be responsible for the daytoday handson support of the organizations end users. They are looking for someone who enjoys working with endusers and desktop technologies and has relative experience providing desktop support in a dynamic and fastpaced environment. The primary responsibility is to interface with internal users at all levels of the organization to resolve IT issues through timely documented procedures.

Responsibilities:

• Maintains detailed and uptodate licenses and hardware/software inventory
• Creates technical and enduser documents and maintains a knowledge base in ticketing system
• Conducts training on new processes procedures technology and best practices
• Provides rapid responses and ownership of issues and requests reported by end users via Microsoft Teams chat telephone or email
• Supports conference room technology as needed for remote meetings utilizing Zoom / Teams
• Supports Windows and MacOS devices remotely using remote management software
• Performs general technical support and troubleshoots software hardware and cabling
• Performs installs moves additions changes and depreciation of technical hardware
• Responsible for logging tracking and reporting incidents through resolution using Atera
• Manages printer installation configuration and troubleshooting
• Provides enduser training & education on technologies best practices and the organizations policies
• Administers multiple SaaS platforms i.e. Azure AD Salesforce EHR System Microsoft 365 Meraki Atera InTune YAROOM Zoom Phone and Online Meeting Administration

Qualifications:

• Bachelors Degree in an IT related field or combination of 3 years of related work experience
• MacOS desktop and iOS device experience in a networked environment
• Comptia Security A Microsoft and ITIL certifications are highly desired
• Experience supporting Windows operating systems in a domain environment
• Experience supporting EHR systems is a plus
• Strong experience supporting Macs in an Active Directory environment
• Strong knowledge and understanding of Microsoft Office 365/Teams/Outlook for Windows and Mac
• Knowledge of Linux desktop and server platforms
• Knowledge of DHCP DNS TCP/IP and configuring and troubleshooting VPN client software
• Ability to lift/move objects up to 50 pounds required
• Assist with IT Projects as required
• Ability to work independently on daily tasks and projects
• Ability to work occasional evenings or weekends in response to the needs of the end users and organization
• Ability to provide customer service with a high level of communication with staff

The anticipated salary range for this position is $68000 $80000 annually. Salary is based on a range of factors that include relevant experience knowledge skills other jobrelated qualifications and geography.

Special Considerations:
All new hires must be vaccinated and must stay up to date with vaccines against the COVID19 virus unless they have been granted a reasonable accommodation for religion or disability. If you are offered employment with our client this requirement must be met by your date of hire unless a reasonable accommodation for exemption is received and approved by our client.

Our client is an equal opportunity employer and does not discriminate in employment based on race religion (including religious dress and grooming practices) color sex/gender (including pregnancy childbirth breastfeeding or related medical conditions) sex stereotype gender identity/gender expression/transgender (including whether or not you are transitioning or have transitioned) and sexual orientation; national origin (including language use restrictions and possession of a drivers license issued to persons unable to prove their presence in the United States is authorized under federal law Vehicle Code section 12801.9); ancestry physical or mental disability medical condition genetic information/characteristics marital status/registered domestic partner status age (40 and over) sexual orientation military or veteran status or any other basis protected by federal state or local law or ordinance or regulation.

Remote Work :

No