Support Technician II, Service Desk

The general hourly range for this position is $25.00- $29.00 per hour. Salary offers will be commensurate with experience, qualifications, skills, training, and education.
    
The Humane Society of the United States (HSUS), the nation’s most effective animal advocacy organization, is seeking a Support Technician II, Service Desk for the Technology and Information Solutions department.  This position is responsible for installation, configuration, operations, and maintenance of PC-based systems and business hardware, software, and applications. This position analyzes performance problems and recommends solutions to enhance functionality, reliability, and/or usability. This position may also work with team members to complete projects using a standard project management methodology.  

You will be responsible for:

• Installing, testing, and servicing a variety of computer software, hardware, data network, and telecommunications devices, as well as other peripheral equipment related to information technology. Maintaining high customer satisfaction ratings in issue resolution;
• Receiving, investigating, resolving, and tracking Service Desk tickets in a timely manner;
• Applying software patches and performing hardware and peripheral equipment improvements, upgrades, and repairs to ensure all systems are up to date;
• Monitoring and maintaining desktop systems, printers, and other peripheral equipment;
• Researching and analyzing new technology, techniques, threats, and industry best practices to optimize efficiency and usability and minimize vulnerabilities;
• Coordinating with vendors as necessary to resolve issues with IT systems, software, or hardware;
• Gathering and maintaining inventory of IT equipment, such as desktops, laptops, mobility devices, etc., as well as the parts and materials used to repair these devices;
• Developing documentation/user guides for common user issues;
• Presenting equipment and policy training to staff and end users;
• Assisting with engineering and implementing IT projects;
• Performing other duties or responsibilities, as assigned.
 
Qualifications and Requirements:

• Associates Degree in Engineering or Computer Science, or equivalent work experience required;
• A minimum of two (2) years of service desk and technical support experience required;
• ITIL Foundation Certification a plus;
• Ability to maintain workstations;
• Strong knowledge of installation, configuration, and administration of Windows desktops;
• Analytical and reasoning skills, as well as the ability to communicate ideas and provide innovative solutions strongly preferred;
• Must have ability to foresee potential issues and take action to prevent them, with a strong sense of urgency to correct issues when they do arise; 
• Must exercise independent judgment within broadly defined procedures and policies;
• Working knowledge of Microsoft Suite (Word, PowerPoint, Excel, Outlook);
• Strong written and verbal communication skills;
• Attention to detail and commitment to excellence demonstrated by the delivery of quality and timely outcomes;
• Strong interpersonal skills are necessary;
• Strong interest in animal protection issues preferred. 
 
This position is in the DC Metro Area

When applying please submit your resume and cover letter as one document. 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age national origin, sexual orientation, gender identity, disability, marital or parental status or protected veteran status. EOE