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  

The United Negro College Fund (UNCF) has been an engine of educational achievement for more than 80 years. UNCF’s mission is to build a robust and nationally recognized pipeline of HBCU students who, because of UNCF support, become highly qualified college graduates. In addition, UNCF ensures that its member institutions remain respected models of best practices in moving students to and through college. Since its inception in 1944, UNCF has raised over $6 billion in private support, distributed scholarships to help students attend school, and enabled more than 500,000 scholars and low-income students to graduate from UNCF’s member historically black colleges and universities (HBCUs) and launch professional careers. UNCF is committed to closing the educational attainment gap by increasing postsecondary access and success for student groups, particularly low-income and first-generation students.

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