World Learning

Service Desk Technician I

World Learning Washington, DC
World Learning

Service Desk Technician I

World Learning Washington, DC
1 week ago 137 applicants

See who World Learning has hired for this role

IT Service Desk Technician

Salary: $24.38/hourly

Anticipated Start Date: July 2024

Apply By: NA

Term of Employment: Full-time, Non-Exempt

Base of Designation: Hybrid in Washington, DC; Onsite 3-4 days per week

The Service Desk Technician is the first point of contact for a range of help desk support, network support, software installations, desktop setups, printer and hardware/software inventory.

Occasional evening and weekend work will be required.

Responsibilities

  • Works within the IT Service team in addressing, tracking, prioritizing and meeting user requests for support.
  • Provides end-user support in all standard PC/MacOS application software and in all aspects of working within the network environment.
  • Fields requests for support via telephone, email, ticketing system, in person and remotely.
  • Escalates any support requests he/she is unable to resolve to the appropriate team member.
  • Works with other IT members to ensure a team approach toward meeting the organization's technical support needs.
  • Responsible for fleet of MFP machines for the campus - including placing service calls and maintaining supplies for each device.
  • Helps maintain an inventory of all IT related equipment, software, tools and documentation.
  • Supports all mobile devices consistent with World Learning policies.
  • Conducts preventive maintenance and proactive support to reduce the trouble call load.
  • Plays a critical role in planning and implementing the yearly project of upgrading computers.
  • As a member of the Service Desk team, runs an in-house repair facility by maintaining an inventory of replacement parts, and hardware repair tools.
  • Identifies training needs through trouble call experience with end users and shares with Service Desk Team
  • As an IT representative, ensures that standards, purchasing policies, data security, copyright and other corporate policies relative to information technology are understood and followed.
  • Assists the IT Infrastructure team in any additional ways required or any work as assigned by Network/System Administrators, Supervisor.
  • Provides A/V support and setup to include projection, audio mixing and distribution, video and audio recordings, teleconferencing, etc.
  • Adheres to cyber and information security best practices
  • Routinely assesses security measures and mitigates security concerns
  • Contributes to project deliverables and supports project managers as needed

Requirements

  • Associates degree or equivalent related work experience.
  • Work experience in a professional environment.
  • Track record demonstrating strong customer service skills and patience to work with end users of varying technical ability.
  • Possesses strong written and verbal communication skills.
  • Expertise in all standard software applications including Windows, Office 365, Adobe.
  • Exposure to Mac OS (installation of Office/Adobe software, OS updates)
  • Experience creating and updating user accounts in Active Directory.
  • Familiarity and experience with computer management, installation maintenance and integration with network services.
  • Demonstrates ability to use software diagnostic tools for troubleshooting both network and local problems.
  • Demonstrates initiative, creativity, attention to detail, and ability to multitask effectively.
  • The ability to work calmly and enthusiastically in a trouble call response mode with a heavy workload and demanding user base.

Desired

  • Help desk or dispatching experience preferred, but not necessary.

  • Seniority level

    Entry level

  • Employment type

    Full-time

  • Job function

    Information Technology

  • Industries

    Non-profit Organizations

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