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Help Desk Technician

Position Title: Help Desk Technician

Supervisor: Client Support Technician

Department: IT

Grade: 54, non-exempt union

Hours: Full-time (40 hours per week) with evening and weekend hours as needed.

Summary

Provide a single point of contact for end users to receive support and maintenance with the organization’s
computing and AV environment. This includes installing, configuring, diagnosing, repairing, maintaining
and upgrading all PC (Windows and Mac OS) hardware and equipment to ensure optimal workstation
performance. The Support Technician will install, configure, support and maintain printers, copiers,
scanner and AV equipment. This person will also troubleshoot problem areas in person, by telephone or
via remote connection The IT Support Technician will report to the Client Support Technician and will
work closely with other members of the technology department to support all end users.

Duties and Responsibilities

Under supervision, this position is responsible for installing, repairing, and performing
preventative maintenance on a variety of new and/or complex computer systems, AV equipment
and peripheral devices.

• Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop,
notebook and iPad computers.
• Provide support for events and teaching, including audio and video setup, operating
equipment, and maintenance of equipment and repair.
• Install and configure software, upgrade, and backup of software and hardware
applications.
• Set up and configure printers, scanners, and other peripherals.
• Maintain and troubleshoot classroom audio visual equipment.
• Document issue resolution using the help desk ticketing.
• Maintain inventory of all hardware and software resources and surplus equipment.
• Maintain excellent communication with all end users and other members of the
technology department.
• Edit and update digital display units
• Monitor and maintain self-service portal
• Create User Documentation.
• Package, test, deploy, and update software.
• Must possess the ability to exercise judgment and take the initiative to rebuild, image,
troubleshoot, and manage hardware and applications running on Windows/MAC OS,
including office application, email and other critical applications.
• Other duties as assigned.

Qualifications

Basic Qualifications

High school graduate with 2 years of work-related experience in a fast-pace IT environment or BS
degree in related field.

Minimum two years of related experience providing customer service. Knowledge of a variety of
hardware, software, programming languages, and operation systems. Basic knowledge of network
protocols and some experience with computer applications and operating systems.

Additional Qualifications

College degree strongly preferred. Strong PC technical skills, including hardware and software
configuration. Working understanding of the following technologies: Wireless networking, VoIP, MS
server, file & print services, switching, routing and firewalls, Windows 7/10, Mac OS, imaging and
automated deployment, conference room equipment, TCP/IP, DNS, DHCP, VPN connectivity active
Directory, account provisioning and core configuration, service desk ticketing systems. Working
knowledge of current iOS and handheld hardware.
Excellent communication and customer service skills; ability to multi-task.

Physical Demands

Must be able to push, lift and carry 35 pounds regularly.

To Apply

The position remains open until filled. Please forward résumé and cover letter detailing relevant
qualifications by clicking the link below.

https://sjobs.brassring.com/TGWEbHost/jobdetails.aspx?partnerID=25240&siteID=5341&AReq=49
054BR

Dumbarton Oaks is an Equal Opportunity Employer (EOE).