Our very good, direct client in the non-profit space has an immediate need for a temporary helpdesk lead resource. This role is initially thru January. But there is the potential for longer term and even potential permanent opportunity.
This is an immediate need.
A successful candidate will meet many of these requirements, and have the desire and capacity to learn the rest on the job
- Demonstrated ability to solve user problems and organize and track tasks to completion.
- Advanced knowledge of Microsoft Windows, Office, and Outlook (knowledge of Adobe Creative Cloud a plus)
- Experience repairing and upgrading PC desktop/laptop hardware and software (knowledge of Mac hardware and software a plus);
- Support experience for iPad/iPhone hardware and iOS software (Android knowledge a plus) and MDM management software.
- Experience supporting and troubleshooting HP printer hardware and software configurations (Epson wide format plotter experience a plus);
- Basic understanding of Windows networking concepts (IP configuration, DNS, etc.);
- Thorough understanding of Windows groups and permissions, and how they apply to resources within a Windows domain (file and print sharing);
- Experience with Microsoft 365 in an enterprise environment
- Expertise in PC imaging systems, such as Ghost or WDS;
- Experience supporting Point of Sale systems ;
- Ability to multitask and provide good customer service;
- Excellent organizational, written, and oral communication skills;
- Demonstrated ability to pursue goals without daily supervision; and
- Minimum of two years of experience supporting multiple users and servers in a production environment and supporting machines in a networked environment configured with Group Policy.
- Basic understanding of information and systems security and the tools used to protect them.
- College degree or equivalent experience and some relevant experience involving customer service and departmental administration
Responsibilities:
- Serving as the primary point of contact for all issues submitted to the Help Desk (by phone or electronically) and troubleshooting and resolving these issues in a timely fashion to the user’s satisfaction;
- Handling all aspects of advanced user support, including smartphones, specialized software installation, permission and security issues on the desktop, and remote access;
- Routing basic user support questions to appropriate support staff, resolving issues where possible, escalating when needed, and logging and tracking support requests and resolutions in our ticketing system;
- Onboarding new users and providing tutorials and overviews of the applications and services provided by the Technology Department with the goal of helping our staff become comfortable with and proficient in our tools.
- Create documentation for end users.
- Training and supervising additional support staff on technology policies, procedures, and best practices;
- Learning new systems as they are implemented by Technology to be able to support and train Museum staff on these systems.
- Work with the Network Administrator on installing, upgrading, and supporting networked applications and services
- Work with the Network Administrator to maintain patch schedule, virus protection and local firewalls for desktops and servers.
- Perform basic user and security administration on all applications and services, including Active Directory, Google Apps, Exchange, Office 365, and file servers.
- Tracking inventory and condition of computer equipment, printers, and related supplies.
- Hardware maintenance and upgrades (user replaceable parts) on printers, laptops, desktops and servers.
- Working directly with the Network Administrator on the implementation of policies, procedures, and best practices;
- Moving computer and printer equipment up to 50 lbs to facilitate equipment installation or moves.
