Be a Part of the WOS Team!

Working for WOS is more than a job, it’s the start of a new career, a unique opportunity to develop your skills through training and individual mentorship. Founded in 2005, Workforce Opportunity Services (WOS) is a leading nonprofit organization committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce. This includes people of color, first-generation college graduates, veterans, and early-career aspirants.

How We Do It

WOS uses a scientifically based model derived from research conducted at Columbia University that enables us to recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000 individuals through partnerships with more than 65 corporations in 60 locations worldwide. For more information, visit wforce.org.

Candidate Profile:

• Associates Degree in Computer Science/Information Technology OR equivalent education and work experience
• Must be authorized to work in the United States
• Meticulous attention to detail
• Available to work full-time

Job Description:

The IT Help Desk Support Technician, under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of computer hardware, operating systems, software applications, peripherals, and communication devices for the organization.

Responsibilities:

• Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software, or network problems.
• Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier-1.
• Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation when required.
• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully.
• Interacts with engineers (e.g., Network, System, etc.) and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents.
• Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.
• Other duties, as assigned.

Qualifications:

• Some college or technical school program
• Technical background or completed internship
• Experience in customer service
• Ability to develop relationships with customers
• Detailed oriented
• Understanding of computers and operating systems
• Understanding of computer networks
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Duration:

• Full-Time

Location:

• Hybrid - 2 days a week (first 6 months)
• Fully Remote (after 6 months)