The Help Desk Specialist provides first and second level technical support for all inquiries and issues related to computer systems, software applications, AV systems, network connectivity, printers, and smart phones. This role serves as a customer liaison between users and other IT staff and maintains a high level of customer satisfaction. The Help Desk Specialist will respond to incoming queries and issues through the ticketing system, in-person or over the phone.
Essential Duties and Responsibilities
Provides first and second level support and troubleshooting
Identifies problems, research answers and responds to and guides users through corrective steps.
Coordinates with other IT staff to resolve problems when necessary.
Creates/Terminates user accounts, and resets passwords using Active Directory tools.
Installs, configures, maintains, and troubleshoots end user hardware, software, and peripheral devices.
Research and purchase computers and peripherals for departments.
Maintains computers and other IT peripherals.
Works closely with other internal and external administrators to ensure inter-operability and reliability across platforms.
Supports staff on a wide range of software applications and technology functionality.
Maintains routine documentation.
Provides user support to staff, on-site and remote.
Makes recommendations for software and equipment acquisitions and their deployment.
Participates in prioritization and scheduling of IT related service requests.
Supports data migration activities.
Trains staff on system use and software applications.
Acts as a technical resource for non-technical staff.
Create scripts to automate or speed daily operations.
Performs other duties as assigned for the purpose of ensuring the efficient and effective functioning of the department.
Skills and Experience
Three or more years’ experience in end user support.
Excellent client facing skills, strong oral and written communication skills.
Works well with general guidance, is detailed oriented and possesses strong customer service and interpersonal skills.
Self-learner and the ability to troubleshoot issues and do thorough research to find solutions.
Must have excellent Help Desk and Phone skills and be able to troubleshoot end user problems via the phone.
Working knowledge of fundamental operations of relevant software, hardware and other equipment.
Microsoft Certified Desktop Support Technician (MCDST) or other similar certifications is a plus.
Knowledge of Office365 suite and Microsoft Azure.
Ability to grasp early childhood issues. Must demonstrate the ability to understand and interpret the organization’s message.
Encourages and practices critical thinking
Is self-reflective and empathic
Recognizes the influence of workplace relationships on outcomes and results
Maintains a respectful and accepting approach to others
Awareness of the influence of the larger context on individual behavior
Collaboratively and creatively supports the work efforts of colleagues at all levels and in all areas of the organization
Bachelor’s degree in Computer Science, related field or equivalent experience.
Physical Requirements While performing the responsibilities of the job, the employee is constantly required to use repetitive motion, finger dexterity as well as sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen. Also may need to remain seated for long periods of time, have the ability to perform repetitive motions, and hear well enough to detect nuances and receive detailed information. The employee may be required to walk, grasp objects, push or pull objects, bend, squat, reach, stand, or kneel. Vision abilities required by this job include close vision for preparing and analyzing data. Frequently lifts objects up to 20 pounds. Occasionally lifts objects up to 60 pounds.
Working Conditions The work conditions described here is representative of those an employee encounters while performing this job. Depending on work location, the incumbent will typically work indoors in a heated and air-conditioned office, with a mixture of natural, incandescent and fluorescent light with low to moderate noise levels or be subject to working conditions conducive to a home office. When travel is expected the incumbent will be exposed to outside environmental conditions during those times.
ZERO TO THREE: National Center for Infants, Toddlers, and Families is proud to be an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities
About ZERO TO THREE
Our mission is to ensure that all babies and toddlers have a strong start in life. At ZERO TO THREE, we envision a society that has the knowledge and will to support all infants and toddlers in reaching their full potential.
OUR CORE VALUES STATEMENT
We believe that how we do our work is as important as what we do.
By embracing our values, every member of the ZERO TO THREE community contributes to a healthy and positive culture, a more successful organization, and better outcomes for infants, toddlers and their families.
Passion and persistence in helping infants and toddlers thrive
The centrality of healthy positive relationships, including:
A commitment to family in our work and in staff work-life balance
Consistent and authentic collaboration
Respectfulness, inclusiveness and diversity
The highest standards of excellence in our work, including:
Integrity, openness, honesty and transparency
Opportunities for leadership and professionalism
Evidence-based learning and reflection
The freedom to make and learn from mistakes