Service Desk Technician - Washington, D.C.

Job Title: Service Desk Technician

Department: Service Desk

Reports To: Senior Director, Security/Cyber Security

FLSA Status: Exempt

Job Description

The Service Desk Technician position provides support to end users for computer, application, system, device, and access issues. The role requires an experienced generalist to focus on analyzing requirements, resolving problems, managing software solutions, end user support, and performing PC upgrades and configurations. The incumbent will effectively leverage his/her competencies with outsourced vendor support in ensuring UNCF’s technology infrastructure and operating environment achieve maximum efficiency and productivity, incorporating UNCF’s risk mitigation guidelines.

ABOUT UNCF

UNCF is one of the nation’s largest and most effective supporters of higher education and serves as a leading advocate for college-bound students. Since its founding in 1944, UNCF has raised more than $6 billion to support students' access to higher education, provide scholarships and strengthen historically Black colleges and universities (HBCUs). Each year, UNCF awards more than 13,000 scholarships to more than 10,000 students totaling more than $64 million. The scholarships support students attending more than 600 US-based colleges and universities including 36 UNCF-member HBCUs. Through its efforts, UNCF has helped generations of students to get to and through college. We believe a college education plays a vital role in strengthening the pipeline of leaders and professionals who advance our society. Our logo features the UNCF torch of leadership in education and our widely recognized trademark is, ‟A mind is a terrible thing to waste.”® Learn more at UNCF.org or for continuous updates and news, follow UNCF on Instagram.

Primary Responsibilities and Duties

Level 1

• Monitor and respond quickly and effectively to service desk requests for technical support and resolve problems to the end user’s satisfaction.
• Modify configurations, utilities, software default settings, etc. for end-user devices. Includes testing of PCs, Laptops, Virtual Desktop, Apple mobile devices, peripherals.
• Network monitoring (Level 1 support)
• Assist with onboarding of new users, offboarding of departing users.
• Assist in the maintenance of the organization’s asset management tracking system (equipment, software/software licenses)

Level 2

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

Qualifications

EDUCATION AND EXPERIENCE

Bachelor’s degree from a four year college or University preferred in Information Systems, Computer Science or a related technical field and/or 3-4 years of experience in service/helpdesk IT role.

Technical Skills:

Proficient with Windows Operating Systems

Knowledgeable with Apple iOS and Apple products

Proficient in Microsoft Office Suite, O365

Knowledge of Virtual Desktop Environments (VDI/WVD)

General knowledge of Azure, Azure AD, Intune/

General knowledge of networking

General knowledge of Security (network and desktop)

Computer and mobile device setup

Basic Active Directory administration

Skills in setup and diagnosing of peripherals such as printers

Knowledge of audio/video conferencing technology

Ability to provide remote support (TeamViwever/Ultraviewer)

General knowledge of online meeting platforms (Teams, Zoom, etc.) and supporting devices

Certificates, Licenses, Registrations:

A+, Security+, Network+, MCSA (some or all desired)

Other Skills, Knowledge, and Abilities:

• Strong troubleshooting skills
• Knowledge of leading edge data, image and voice technologies including web-related technologies coupled with a record of success using such tools in environments requiring the highest standards of excellence in service delivery.
• Demonstrated flexible and results-oriented management style, with excellent communication and presentation skills- both written and verbal.
• Strong communications skills (oral/written) with training experience a plus