Help Desk Technician

Junior Achievement aims to inspire and prepare young people to succeed in a global economy. Junior Achievement is the world’s largest organization that gives students relevant, hands-on learning experiences that teach them to manage their money, plan for their economic future, own businesses, develop readiness for careers, college, or technical training, and make smart academic and financial choices.

JA Worldwide, representing all Junior Achievement organizations globally, was nominated for the 2022, 2023, and 2024 for the Nobel Peace Prize. JA was nominated due to the organization’s global reach, success in delivering economic empowerment to youth at scale, and its ability to find unity in diversity. For centuries, unemployment and poverty have led to political instability, violence, and war. By economically empowering youth on all continents, JA serves as a conduit for peace.

Position Summary

The Help Desk position is responsible for receiving, classifying, investigating, documenting and resolving technical support inquiries from JA Areas and JA USA staff. Inquiries that cannot be resolved at this level will be documented and escalated to other level II or level III technicians at JA USA. This position provides timely and useful technical assistance and advice on supported 3rd party applications and interacts with all JA USA internal departments and JA Areas.

Essential Functions

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person. Enter all inquiries into the helpdesk ticketing system with accuracy and consistency. Perform day-to-day duties of the Help Desk which includes creating tickets and completing initial troubleshooting and support of issues for JA USA, JA Area associates, and teachers and volunteers who deliver JA programs.
• Ask pertinent questions about customer issues, document issues completely, and deliver timely resolutions through diagnostic and troubleshooting techniques.
• Meet the SLAs set for ticket management.
• Assign tickets to other support groups in escalation as appropriate.
• Follow up with customers as needed to verify that problems have been resolved to the customer’s satisfaction.
• Manage active directory users. Create / Update / Delete users for Active Directory and Office 365.
• Develop and deliver training on supported applications as needed (i.e., MS Teams, O365, Dynamics 365).
• Manage laptops and desktops for JA USA. Build / troubleshoot and repair laptops and desktops for JA USA personnel.
• Perform other related duties as assigned or requested.

Required Qualifications

• 1-3 years of experience in Help Desk roles.
• Tech savvy with working knowledge of computer systems, mobile devices, and other technology applications.
• Demonstrated expertise diagnosing and resolving basic technical issues.
• Proficiency with Microsoft Office 365 applications.
• Strong customer service skills with an ability to communicate effectively on technical topics with non-technical customers.
• Proven ability to communicate and work productively with other technicians and staff of various backgrounds and positions.
• Ability to multi-task and follow through with tasks to completion.
• Strong troubleshooting skills.
• Adept with a variety of multimedia training platforms and methods.

Compensation

The pay range for this position is $22 to $25 hourly, with the exact pay depending on prior work experience and the assessment of one's fit for the role.

Benefits

JA USA’s health care benefits provide coverage when needed—focusing on programs that support and encourage healthy living and your overall well-being. We offer medical, dental, vision, life insurance, long-term disability, holidays, paid time off, and 401(k).

Equal Opportunity Employer / Veterans / Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

JA USA’s success depends on our ability to create a diverse, equitable, and inclusive environment. We’re committed to attracting, developing, retaining, and promoting a diverse workforce and infusing DE&I throughout all our internal practices. Every JA USA employee brings diverse talents to our work, and we encourage people from underrepresented backgrounds and all walks of life to apply.

Additional Information

JA USA does not provide sponsorship for employment visas for this position. All candidates must be legally authorized to work in the United States without the need for sponsorship, now or in the future.

Application Process

Apply via LinkedIn. The application deadline is February 5, 2025.