Help Desk User Support Specialist (Alexandria, VA)

• Resolve day-to-day customer technical problems by responding to requests submitted through the online helpdesk system, via phone, email, or in person.
• Respond promptly to and resolve technical support questions and issues from employees entering internal Helpdesk tickets.
• Troubleshoot technical problems both in-person and remotely that users encounter while using the company-provided computers and software, provide user account maintenance, and supply solutions derived through research and troubleshooting.
• Emphasis on providing desktop support for various macOS/Mac hardware issues.
• Emphasis on providing desktop support for a variety of windows OS/Windows hardware issues.
• Communicate professionally with users and co-workers, as well as track/update.
  information in the Helpdesk Tracking System.
• Collaborate with technical staff internally to resolve outstanding issues.
• Image and deploy hardware for both new hires as well as break-fix issues.
• Provides basic server troubleshooting and support for the association's audio, visual, and conferencing systems.
• Resolves basic local area network (LAN) and wide area network problems.
• Performs most system and software applications installation, maintenance tasks, and troubleshooting on various Windows and MAC laptop platforms.

• Bachelor's degree in information technology, computer systems, or a related field is preferred.
• Required certifications include A+, Microsoft operating Systems (MOS), and or MSDST.
• Requires a fundamental understanding of LAN support and technology.
• Knowledge of technology and applications for collaboration, information sharing, and document management systems is preferred.

• Excellent customer service, interpersonal, and verbal and written communication skills.
• Must have a passion for providing excellent customer support to all types of customers, as well
  as impeccable verbal and written communication skills.
• Must possess organizational proficiencies to multitask and work in a fast-paced environment
  with minimum supervision.
• Must be a team player and have the ability to interact with multiple levels of personnel within
  the organization.
• Must be highly motivated, self-starting, and committed to achieving results, and have a strong
  sense of ownership and follow-through to resolution.
• Must have strong problem-solving skills and be able to come up with creative and flexible
  solutions.
• Must have the ability to work independently with minimal guidance, learn new hardware systems and software quickly, troubleshoot over the phone, and handle multiple demands in a customer service environment.
• Demonstrated ability to provide instructional training to staff with all levels of ability.
• Proven and excellent diagnostic and communication skills to resolve and provide support to remote users.
• Must have the ability to work independently with minimal guidance, learn new hardware systems and software quickly, troubleshoot over the phone, and handle multiple demands in a customer service environment.

• Over 4-7 years of related working experience.
• Good understanding and experience supporting MS products and services, including Windows and O365.
• Good understanding of Google Workspace.
• Good understanding and experience supporting Network related services (TCP/IP, LAN, WAN, VPN & Cloud).
• Excellent communication skills and a positive 'can-do attitude
• Capable of interacting effectively at all levels, from end‐user to senior management
• Ability to work with minimal supervision and follow corporate guidelines.
• Flexible and able to support clients out of business hours when needed.
• Exceptional organizational and time management skills and proven ability to manage multiple requests and priorities.
• Advanced analytical and problem-solving skills.
• Experience with Cloud Technologies such as AWS or Azure is a plus.

• Normal demands associated with a deadline-driven office environment.
• The noise level is generally quiet to moderate.
• Daily contact with external customers, vendors, colleagues, associates, supervisors, and staff at all levels of the organization.
• Occasional planned and unplanned evening and weekend work or night coverage may be required to respond to technology-related emergencies outside of normal working hours.

• Ability to remain at a desk for extended periods.
• Ability to communicate and exchange information with others.
• Ability to move about to coordinate work in areas of varying heights.
• Ability to perceive and inspect records in a document management system.
• Ability to operate general office equipment.
• Ability to set up, adjust, assemble, control, test, and operate the equipment.
• Ability to travel occasionally to off-site meetings.
• Ability to lift, carry, move, or position objects weighing up to 50 pounds.

This is a non-management position
This is a full time position
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