Help Desk Technician

Department:

Information Technology

Division:

Infrastructure

Location:

New York, NY

Job Summary:

The Help Desk Analyst is responsible for the timely resolution of technical issues and maintenance of computer hardware, software, mobile devices and associated peripherals so that end users (clients) can accomplish their business objectives. Problem resolution may involve the use of diagnostic and tracking tools as well as hands-on help at the desktop level. The incumbent will troubleshoot problem areas in a timely and accurate fashion and provide client training and assistance as required.

Job Responsibilities:

• Field requests and work with clients to answer questions and resolve problems related to technology products and services.
• Install, configure, test and maintain hardware, software and peripherals.
• Diagnose technical issues and provide creative solutions and alternatives that meet business needs.
• Resolve issues within a specified timeframe or escalate for further investigation.
• Provide just-in-time training or guidance in the use of technology.
• Maintain documentation on incoming calls including steps and actions taken to resolve issues.
• Identify opportunities for process improvement and problem elimination.
• Share experiences with technology support team.
• Continually focus on learning new technologies to support rapidly changing and expanding environment.
• Work as a proponent/advocate for client issues and concerns in all interactions with service providers.
• Present a positive, customer-focused image.
• Participate in infrastructure projects and delivery of technology solutions.
• Assist with all aspects of daily IT operations.

Education:

• 2 or 4-year degree in computer science or related field preferred.

Experience:

• Minimum 2-3 years desktop support in a fast-paced, service-oriented IT environment.

Knowledge/Skills Requirements:

• Intimate knowledge of and proficiency supporting the following:
• Wintel/Apple personal computers and associated peripherals
• Lotus Notes, Windows XP/Vista, MS Office, Adobe Suite, Internet Explorer, Firefox
• Avaya, Interactive Intelligence, Polycom, WebEx
• Blackberry and mobile devices
• Virus protection, spam filtering and network security products
• Working knowledge of spreadsheet construction, word processing and photo/video editing.
• Must be a team player and possess excellent interpersonal, verbal and written communication skills.

Additional Information:

• Must be willing to travel to all ASPCA locations and to participate in an on-call rotation schedule.
• Knowledge of MAC environment and office productivity software a plus.
• Love of animals and an interest in the organizations mission of animal welfare a plus.

LOCATION:

• Our office location is Mid-town Manhattan.

Our generous benefit package includes the following for full-time employees and (if qualified, we offer domestic partner coverage!) Medical, Dental, Vision, STD, LTD, 401(k), Flexible Spending Accounts (FSA), Transit checks, Tuition Assistance Program, Training Seminars, EAP, 50% hospital discount, Vacation, Sick, Personal & Company Holiday time off.