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
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.
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.
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.
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.
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:
Develop project management expertise – coordinate and track vendor deliverables based on project timelines. As assigned, take ownership of IT projects or specific components.
Monitor the network and escalate outages to the IT Administrator to minimize downtime.
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.
Create and manage user mailboxes, generate/confirm email addresses. Work to maximize remote use of electronic mail.
Education and work experience:
Skills and knowledge: