Help desk Technician Vacancies. IRC NGO

Helpdesk Technician Job At IRC

International Rescue Committee is looking for detailed, and serf-motivated candidate to join multicultural, global service desk in support 5,000+ users. Only experienced candidates with a great analytical and problem-solving abilities, with strong customer-service orientation, able to effectively prioritize and execute tasks in a high-pressure environment shall apply.

Help desk Technician Job Responsibilities

• Install, configure, test, maintain, monitor, troubleshoot and resolved technical problems; respond to telephone calls, emails and user request for technical request utilizing Service Now ticketing system.
• Escalate more complex calls to the relevant IT engineer, or third-party support vendor.
• Relies on Knowledge base and pre-established guidelines to perform the functions of the job; research and document solutions to newly identified problems.
• Respond to service tickets and requests for local desktop support and remote desktop support to meet service level agreement
• Troubleshoot and resolve hardware, software, application, network, user access or related issues
  properly triage escalation of the complex issues to the next level support
  manage user accounts (creation, termination, changes)
• Accountable for the successful resolutions of all customer requests
• Assist in managing network resources, including access to file shares, printers, phone system)
• Implement patches and corrective actions needed to mitigate security access
• Test and image desktops and laptops as required
• Support audio/visual/computer equipment as needed for conference or meeting setups
• Take ownership of user problems in order to meet SLA.
• Maintain inventory of IT loaner computers, and computer peripherals, and toners.

Qualifications For Help desk Technician Job

• Formal Education & Certification
• 3+ years of related experience assisting end users in helpdesk or desktop support environment
• Experience with AD, O365, MS Office 2013, remote tools, Windows 7 (80%) and MAC environment (20%)
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Microsoft certification and computer related classes are big plus

Apply here