IT Service Desk Support

Charles E Smith Life Communities•Rockville, MD

6d•Onsite

About The Position

Are you interested in working for a mission-driven organization that continues to grow and is dedicated to providing quality services to its residents? Do you want your next job to offer you the opportunity to serve while allowing you to grow personally and professionally? Explore careers at Charles E. Smith Life Communities! ABOUT CHARLES E. SMITH LIFE COMMUNITIES At Charles E. Smith Life Communities (CESLC), we have team members who live our mission every day to provide quality health care and meaningful life experiences to older adults. CESLC provides a wide variety of career opportunities on our beautiful 38-acre campus located in Rockville Maryland. A career at CESLC offers an exciting opportunity to join a nonprofit faith-based organization where our team of over 1,000 members represent a very wide range of cultural backgrounds, ethnicities and faiths. LOCATION This position is base at Hebrew Home of Greater Washington, located 6121 Montrose Rd, Rockville, MD 20852. OUR IT SERVICE DESK SUPPORT POSITION The IT Service Desk Support will work in collaboration with the information technology team to provide a high level of customer service through the tracking, resolution and management of tier 1 technical issues reported by end users, the internal team, and other constituents Scope of Responsibilities includes but is not limited to the ability to manage workloads, the ability to work independently, completing work within a reasonable timeframe and escalating concerns and project hurdles to the Director of Information Technology or appropriate leadership associate in a timely manner.

Requirements

3 years of experience in computer system/network support preferably in a Service Desk environment, or equivalent combination of education and experience.
Proficient in MS Office suite and MS Windows Operating Systems with a strong technical grasp of desktop support and deployment.
Working knowledge of computers, networking principles including wireless networks and mobile devices.
Demonstrates a strong commitment to meeting the needs of internal customers working within Service Level Agreement / Priority metrics.
Exhibits strong customer service skills and maintains professionalism even in stressful situations.
Ability to handle multiple priorities and meet deadlines in a fast-paced environment.
Strong verbal and written communication skills
Possess and exercise sensitivity to confidential matters.
Ability to work independently -- candidate must be a "self-starter".

Nice To Haves

Proficient with desktop imaging processes and applications.
Proficient in Android and iOS smartphone platforms.
Proficient with Active Directory group policy objects.
Technical certifications a plus.

Responsibilities

Comprehensively manages issues identified by end users, the internal team and other constituents from inception to resolution while documenting in the IT service desk system.
Provides tier 1 support for all campus desktop hardware, software, networking and printing issues while always maintaining a professional and customer-oriented attitude.
Takes ownership of the service desk ticket flow of new requests to ensure tickets are escalated to the proper technician when appropriate.
Assists with Imaging, preparing and deploying desktop/laptop systems and necessary equipment for organizational use.
Supports smartphones and tablets to provide access to Charles E. Smith Life Communities resources to approved users.
Assists in maintaining accurate hardware and software inventories through ongoing documentation.
Communicates all changes, outages and escalations which impact the organization's Information Technology service levels.
Provides support in person, over the phone, or via remote access.
Diagnoses issues with computer software, peripherals and hardware.
Runs software diagnostic tools and physically inspects hardware systems.
Talks associates through basic problem-solving processes.
Provides new user orientation, basic computer training and basic training on Microsoft Office products.
Provides feedback and sees problems through to resolution.
Participates in on-call rotation for after-hours support.
Utilizes excellent customer service skills and works to exceed associates’ expectations.