Employment Opportunity: Helpdesk Specialist | Oceana USA

Helpdesk Specialist

General Summary

The Helpdesk Specialist provides day-to-day administrative technology and workstation support, and IT training to staff in Oceana’s International headquarters in Washington, DC and our offices around the globe.  The incumbent provides timely, quality-oriented services to 200+ users and 250+ computers in 13+ International offices across 12+ time zones and maintains relevant documentation.  The position supports global IT projects as required. The Helpdesk Specialist coordinates with IT Director and other IT staff to manage time and tasks appropriately.

  

Principal Duties and Responsibilities

Essential Functions:

  1. Provide Global Oceana Help Desk Services

Respond to support requests in a courteous, professional and efficient manner.  Maintain and delivery Help Desk ticketing, activity tracking and reporting services. Provide support for meeting set up, including EC meetings, Board Meetings and the International All-Staff meeting.

  1. General IT Administration

      Setup, and configure new network clients: workstations, laptops, and printers. Install hardware and software applications and their updates as needed. Analyze software and hardware problems, resolve or escalate for problem resolution. Repair and maintain computer systems, laptops, printers, and other peripheral devices.

  1. Training

      Provide individual and group training to raise the organization’s ability to effectively utilize IT resources. Provide operational training on MS Office and other Oceana software and hardware. Work with others to develop a training curriculum, user guides and training materials. Review IT policies and procedures and ensure they are updated and accurate.

  1. Procurement

      Ensure cost effective solutions based on global office location. Properly report and code IT costs and prepare bills for payment. Ensure that all IT related expenses are coded, approved, and submitted for payment. Negotiate with IT service providers to ensure lowest pricing for services globally.

  1. Other Responsibilities

      Assist IT staff with various administrative duties including preparing reports, purchase orders, telephone inquiries and schedules. Assist with team coordination and meeting set up; keep shared IT service spaces clean and operational.

 

As time allows, the Help Desk specialist may be assigned work in and develop skills related to:

 

  1. IT Projects

      Develop project management expertise – coordinate and track vendor deliverables based on project timelines. As assigned, take ownership of IT projects or specific components.

  1. General IT Network Administration

Monitor the network and escalate outages to the IT Administrator to minimize downtime.

  1. Administration of Windows Servers

      Assist with network security by creating and maintaining user accounts and assigning access rights, assigning permissions and creating departmental shares. Monitor logs network logs, maintain daily system backups, and restore lost/deleted files.  Maintain print services and performance standards using server administration tools.

  1. Administration of Exchange

      Create and manage user mailboxes, generate/confirm email addresses. Work to maximize remote use of electronic mail.

 

Job Requirements

Education and work experience:

  • Associate’s degree in IT or related field or equal experience.
  • Experience installing, repairing and maintaining printers, mobile devices, computer hardware, software and peripherals.

Skills and knowledge:

  • Knowledge of Microsoft Windows, Outlook Client and Microsoft Office is essential. Apple and other operating system knowledge is a plus.
  • Knowledge of telephone system/PBX/voicemail administration is a plus.
  • Excellent problem solving skills.
  • Ability to communicate well with users, consultants and hardware/software vendors.
  • Strong organizational skills with attention to detail.  Ability to work independently.
  • Ability to be mobile, reach, climb or balance, stoop, kneel, crouch or crawl throughout the work day. Ability to lift up to 50 pounds.
  • Ability to effectively communicate, both verbally and in writing in English and preferably Spanish.
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