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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 onsite (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
  • Maintain and troubleshoot classroom audiovisual
  • Document issue resolution using the help desk
  • Maintain inventory of all hardware and software resources and surplus equipment
  • Maintain excellent communication with all end-users and other members of the technology
  • Edit and update digital display units
  • Monitor and maintain self-service portal
  • Create User
  • Package, test, deploy, and update
  • 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 tasks
  • Other duties as assigned

Qualifications

Basic Qualifications

High school graduate with three years of experience in an IT environment.
  
 Minimum two years of experience providing customer service. 

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=56296BR

 Dumbarton Oaks is an Equal Opportunity Employer (EOE).