• Help Desk Technician - Jacksonville, FL

    Job Locations US-FL-Jacksonville
    Information Technology
  • Job Summary

    Wounded Warrior Project’s (WWP) IT Help Desk Technician supports teammates by providing technical assistance and support related to WWP computer systems, hardware, and software. The goal of the IT Help Desk Technician is to ensure service requests are responded to efficiently and effectively via telephone, utilizing remote support tools, or in-person.

    Essential Duties & Responsibilities

    • Organize the WWP Help Desk so that all incoming WWP support calls are dealt with in a timely and effective manner
    • Prioritize outstanding IT support calls and schedule in order of prioritization to the relevant IT Support Technicians
    • Analyze and resolve urgent first-line support calls when escalated via the WWP Help Desk
    • Promote best practices in the use of IT hardware and software
    • Provide advice and demonstrate use of software and hardware to end-users
    • Keep all WWP hardware safe and secure
    • Monitor status of WAN links and carry out basic investigations prior to reporting any issues to WWP Senior Management
    • Input new system users onto the WWP Help Desk system contacts database and maintain existing information ensuring it is correct and up to date
    • Input new system users onto the organization domain, e-mail system, and proxy servers within set timescales and ensure existing system users’ information is correct and up to date
    • Liaise with third party support organizations for repairs/replacements
    • Perform IT installations, configurations, and troubleshoot computer hardware and software in accordance with IT Services standards
    • Perform the daily file server backup checks
    • Perform system administration and support of IT Help Desk System
    • Liaise with staff as to the status of their existing calls
    • Liaise with third party support suppliers to resolve support calls that require actions from them
    • Provide feedback to Senior IT Staff regarding potential staff desktop training requirements
    • Participate in WWP meetings / review meetings or locality site meetings and provide feedback as required
    • Monitors and recommends best practices procedures for all users accessing WWP technical resources
    • Perform preventive maintenance as recommend by Microsoft standards on all desktops computers 
    • Other duties as assigned

    Knowledge, Skills & Abilities

    • Intermediate operating knowledge of and experience with personal computers, Macintosh computers, servers, peripherals, Windows, Mac OS, and Microsoft Office
    • Operating knowledge of typical office equipment, such as CISCO VOIP telephones, copier, fax machine, E-mail, etc. required within three (3) months after entering position
    • Advanced computer troubleshooting, analysis, critical thinking and problem solving skills
    • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
    • Experience with a trouble-ticketing system
    • Experience with mobile device support, iPhone/iPad Support, desktop imaging and security patching
    • Effectively manage multiple priorities with a strong attention to detail in a fast paced environment
    • Excellent oral and written communication skills
    • Organized, diligent, and able to troubleshoot, problem-solve, and prioritize
    • Commitment to helping a highly successful organization implement systems to support significant growth
    • Strong organizational and time management skills with a highly developed attention to detail
    • Highly motivated

    Education & Experience Requirements

    • High school diploma or equivalent required
    • Associates degree with an IT concentration preferred
    • Two (2) years of experience utilizing a variety of computer hardware, software, and networking preferred

    Certifications & Licensure

    • CompTIA A+ Certification preferred
    • CompTIA Network+ Certification preferred
    • CompTIA Security+ Certification preferred







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