Help Desk Specialist

Founded in 1977, ZERO TO THREE works to ensure that babies and toddlers benefit from the early connections that are critical to their well-being and development. Our mission is to ensure that all babies and toddlers have a strong start in life. At ZERO TO THREE, we envision a society that has the knowledge and will to support all infants and toddlers in reaching their full potential. Our Core Values Statement: We believe that how we do our work is as important as what we do. To learn more about ZERO TO THREE, please visit our website at www.zerotothree.org.

Summary

The Help Desk Specialist provides primary support for all Help Desk inquiries and serves as a customer liaison between users and other IT staff. Performs first level customer support to include software applications, computer equipment, telephone, smart phones, and printers. Inputs and maintains inquires in the trouble ticket system. The Help Desk

Essential Duties And Responsibilities

• Provides first and second level support and troubleshooting
• Identifies problems research problems, responds to and guide users through corrective steps
• Coordinates with other IT staff to resolve problems if necessary
• Creates/terminates user accounts and resets passwords using Active Directory and Microsoft 365 tools
• Provides IT training to new staff members
• Installs, configures, maintains, and troubleshoot end-user hardware, software, and peripheral devices
• Research and purchase computers and peripherals for departments.
• Works closely with other internal and external administrators to ensure inter-operability and reliability across platforms
• Supports staff on a wide range of software applications and technology functionality
• Maintains routine documentation
• Provides user support to staff, on-location and remote
• Makes recommendations for software and equipment acquisitions and their deployment
• Participates in prioritization and scheduling of IT related service requests
• Acts as a technical resource for non-technical staff
• Create scripts to automate or speed daily operations
• Performs other duties as assigned for the purpose of ensuring the efficient and effective functioning of the department

Skills And Experience

• Two or more years’ experience in end user IT support.
• Excellent client facing skills, strong oral and written communication skills.
• Works well with general guidance, is detailed oriented and possesses strong customer service and interpersonal skills.
• Ability to troubleshoot issues and do thorough research to find solutions.
• Must have excellent Help Desk and Phone skills and be able to troubleshoot end user problems via the phone.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Security Administrator Associate or other similar certifications preferred.
• Knowledge of Microsoft 365 suite and Microsoft Azure.

Essential Qualities

• Encourages and practices critical thinking
• Is self-reflective and empathic
• Recognizes the influence of workplace relationships on outcomes and results
• Maintains a respectful and accepting approach to others
• Awareness of the influence of the larger context on individual behavior
• Collaboratively and creatively supports the work efforts of colleagues at all levels and in all areas of the organization

Education

Bachelor’s degree in Computer Science, related field, or equivalent experience.

Physical Requirements

While performing the responsibilities of the job, the employee is constantly required to use repetitive motion, finger dexterity as well as sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen. Also may need to remain seated for long periods of time, have the ability to perform repetitive motions, and hear well enough to detect nuances and receive detailed information. The employee may be required to walk, grasp objects, push or pull objects, bend, squat, reach, stand, or kneel. Vision abilities required by this job include close vision for preparing and analyzing data. Frequently lifts objects up to 30 pounds. Occasionally lifts objects up to 60 pounds.

Working Conditions

The work conditions described here is representative of those an employee encounters while performing this job. Depending on work location, the incumbent will typically work indoors in a heated and air-conditioned office, with a mixture of natural, incandescent and fluorescent light with low to moderate noise levels or be subject to working conditions conducive to a home office. When travel is expected the incumbent will be exposed to outside environmental conditions during those times.