What are the responsibilities and job description for the Senior Help Desk Specialist position at Alliance Defending Freedom Career Center?
Everyone says they want to change the world. We’re looking for people who actually will.
Alliance Defending Freedom is an alliance-building legal organization that advocates for the right of people to freely live out their faith. Please review our Statement of Faith and Doctrinal Distinctives.
Senior Help Desk Specialist
Alliance Defending Freedom is looking for a highly skilled Senior Help Desk Specialist to join us in our Lansdowne, VA office. As the Sr. Help Desk Specialist, you are a vital part of the IT Team. In this role, you are responsible for investigating, diagnosing, and resolving advanced technical support issues for the ministry. This individual serves as an advanced support specialist who assists junior-level support personnel when needed and investigates more complex issues.
Your Essential Responsibilities:
In this position, you will:
- Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.
- Rely on experience and judgment, as well as pre-established processes and procedures, to identify, research, and resolve technical issues.
- Document, track, and monitor issues to ensure a timely resolution.
- Coordinate with team leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
- Triage trouble tickets and assign to the appropriate IT support level.
- Primarily be responsible for level 2 (advanced) support issues, but may also work on level 1 issues as needed.
- Assist team members who are experiencing technical difficulties and work to resolve them. Ensure work is being carried out in a timely and proper fashion and in accordance with stated service level agreements (SLA’s).
- Perform diagnostic testing and analyzes test results in order to resolve issues.
- Determine the root cause of problems and identify workarounds or permanent fixes.
- Ensure workarounds and permanent fixes are documented and communicated to junior-level team members.
- Proactively monitor the infrastructure for possible issues and takes necessary action to prevent an outage.
- Serve as Subject Matter Expert (SME) for IT desktop support.
- Collaborate with IT development staff to recreate issues in the test environment.
- Ensure effective and prompt communication throughout the process of all support cases being worked on.
- Actively contribute to ongoing process improvements.
- Work directly with technology vendors when necessary in order to ensure all hardware and software systems are running correctly.
- Maintain IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
- Administer, update, and troubleshoot corporate telephony system.
- Assist in the maintenance of server and network systems as needed.
Other Responsibilities (Non-Essential):
- You will be asked to perform related duties or special projects, as required, in support of the department’s goals.
Skills you need to succeed:
Demonstrated proficiency in:
- Excellent interpersonal skills.
- Proven troubleshooting and problem-solving skills.
- Proven ability to multitask effectively and handle the fluctuating workload.
- Proficient at troubleshooting problems with common office equipment.
Ability to:
- Communicate effectively with end users in non-technical terms.
- Assist and/or coach junior-level team members with advanced technical issues.
- Work responsibly with or without direct supervision.
- Travel as needed.
Education and/or experience:
- 5 years’ experience with desktop and systems support or Bachelor’s degree in a related field.
- Thorough working knowledge of Microsoft Office 365, Apple Computer Support and troubleshooting.
ARE YOU LOOKING FOR AN ORGANIZATION WITH A COMPETITIVE
COMPENSATION AND BENEFITS PACKAGE, TOO?
We have it! Alliance Defending Freedom offers team members a competitive compensation and benefits package that includes major medical insurance, dental care, medical and dependent care reimbursement, paid disability, long-term care insurance, and life insurance. We also offer a 401(k) plan with a generous company match. Work and life balance is important to the well-being of our team members. You will receive paid time off (PTO) that starts accruing from your hire date and 11 paid holidays per year.
