Client Operations Specialist

With world attention on both the environment and the economy, Environmental Defense Fund (EDF) is where policymakers and business leaders turn for win-win solutions. By focusing on strong science, uncommon partnerships and market-based approaches, we tackle urgent threats with practical solutions. We are one of the world’s largest environmental organizations, with more than two million members and a staff of approximately 630 scientists, economists, policy experts, and other professionals around the world. We operate in 22 geographies with unique projects running across four programs. You will be part of a vibrant workplace that welcomes diverse perspectives, talents and contributions, where innovation and results are a way of life.

Overall Function


The Help Desk Specialist, based in EDF’s Austin, TX 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 700+ users in 13+ EDF locations.

Key Responsibilities
Specific Responsibilities include but are not limited to:

  • End user support – 13+ locations (Austin, Beijing, Bentonville, Boston, Boulder, La Paz, London, New York, Raleigh, Sacramento, San Francisco, Washington DC, as well as several domestic and international hubs)
  • Active Directory/Exchange account creation
  • Outlook e-mail configuration
  • Shared drive configuration
  • 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 – PCs, Macs, and Mobile Devices
  • 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, B.S. Degree in Computer Sciences or related field, or equivalent experience.
  • Excellent problem-solving skills
  • Self-motivated and can adhere to deadlines
  • Team Player
  • Excellent communication and interpersonal skills
  • Able to work well under pressure in a fast paced environment
  • Thorough and precise understanding of Windows 10, MS Office 2016 suite, including  Outlook/Exchange, PowerPoint, Word, and Excel.
  • Thorough and precise understanding of PCs, Macs
  • Understanding of LifeSize Video Conferencing equipment, iPhones, and Android devices
  • Knowledge of Shoretel IP telephony system
  • A complete understanding of our helpdesk case management tool, and the importance of ticket and inventory tracking
  • Able to swap parts from PC, Laptop, and Servers
  • Able to lift 40 lbs (servers)
  • Installing and replacing equipment in a server rack with guidance from network administrators
  • Familiarity with patch panels
  • Experience with telecommunications systems and circuits preferred

Environmental Defense Fund is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Apply