Service Desk Technician

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 day-to-day hands-on support of the organization's end users. They are looking for someone who enjoys working with end-users and desktop technologies and has relative experience providing desktop support in a dynamic and fast-paced 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 up-to-date licenses and hardware/software inventory
• Creates technical and end-user 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 end-user training & education on technologies, best practices, and the organization's 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:

• Bachelor's 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 $65,000 $76,000 annually. Salary is based on a range of factors that include relevant experience, knowledge,skills, other job-related qualifications, and geography.

The salary range for the position is posted. Factors such as candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations affect the salary offered within this range. In addition, this salary may be subject to a geographic adjustment (according to a specific city and state and depending on the role), if an authorization is granted to work outside of the location listed in this posting.

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 driver's 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.