Help Desk Specialist

With world attention focused on both the environment and the economy, Environmental Defense Fund (EDF) is where policymakers and business leaders turn for win-win solutions. This leading green group, with programs from Boston to Beijing, has tripled in size over the past decade by focusing on strong science, uncommon partnerships and market-based approaches. You can be part of a vibrant workplace that welcomes diverse perspectives, talents and contributions, where innovation and a focus on results are a way of life.

Overall Function

The Help Desk Specialist, based in EDF’s Washington D.C. office, will be a member of our IT team responsible for installing, configuring and troubleshooting computer networks, systems, telecom, video conferencing and associated assemblies for 400+ users in 10 EDF locations.

Key Responsibilities
Specific Responsibilities include but are not limited to:

  • End user support – 10 locations (Austin, Bentonville, Boston, Boulder, La Paz, New York, Raleigh, Sacramento, San Francisco, and Washington DC)
  • Active Directory/Exchange account creation
  • Outlook e-mail configuration
  • Shared drive configuration
  • Basic Telecom support
  • Video conferencing support
  • Network / Printer mappings
  • Mobile Device Management for iPhone, Android, and Windows Mobile
  • Application usability and troubleshooting
  • Remote control of end user laptop or desktop for administrative/push services

Equipment Deployment

  • Standard configuration – laptops/desktops/iPhone/Blackberry
  • Standard images for specific laptop/desktop models
  • System testing – component troubleshooting
  • System update and maintenance
  • Software deployment for updates and applications
  • Installation and User Overview

Call tracking and Asset allocation

  • ACD queues and announcements
  • Trouble ticketing system and reports
  • User inventory of asset, support, warranty and maintenance history
  • Tracking transfers and costs associated with each asset
  • Building and maintain active knowledge base for end users
  • Asset component queries – For future technology upgrades and needs 

Hardware/Software Technical Support

  • Overall support for end user hardware technology
  • Overall support for end user software applications (Office automation)
  • Managing specific vendors and obtaining the proper support
  • Provide guidance to “up and coming” technology for hardware and software

24-hour hotline support on a rotation basis for emergency coverage

Qualifications

  • High school diploma, plus technical courses or equivalent experience or B.S. Degree in Computer Sciences or related field
  • Thorough and precise understanding of Windows 7, MS Office 2003-2010 suite, Outlook/Exchange e-mail, Project,
  • Thorough and precise understanding of Dell desktops and laptops, LifeSize and Polycom Video
  • Conferencing equipment, iPhone, Blackberry BES, peripherals and their interconnectivity.
  • Knowledge of Shoretel IP telephony system
  • A complete understanding of our Track-IT helpdesk tool and the importance of ticket and inventory tracking
  • Ability to swap parts from PC, Laptop, and Servers
  • Excellent problem-solving skills
  • Self-motivated and can adhere to deadlines
  • Work well under pressure in a fast paced environment
  • Excellent communication and interpersonal skills
  • Experience with telecommunications systems and circuits preferred
Location
This position will be located in Washington, DC

Due to the volume of employment applications and queries received, EDF is unable to respond to each application individually. Applicants will be contacted directly if selected as a candidate.

Environmental Defense Fund is an Equal Opportunity Employer

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Posted:
November 24, 2014
Type:
Regular Full-Time
Location:
Washington, DC, United States
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