Provides support to end-users, internal users, or partners. Serves as the liaison between the ISS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access. Also, provides first line support to end users for PC, server or mainframe applications, and hardware. Simulates or recreates a process to resolve operating
difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Prepares PCs for deployment and provide education and/or training to end user. Handles basic support of hardware, applications and operating systems, technical consultation and networking.
**Note: This is an onsite position at our Washington, DC office.
Accountabilities:
Provides first line support to end users for PC, server or mainframe applications, and hardware through troubleshooting.
Simulates or recreate processes to resolve operating difficulties and recommending system modifications to improve performance.
Interacts with networking services, software systems, and applications as appropriate for problem resolution.
Prepares PCs for deployment and provide education and/or training.
Assists in supporting and training company users about online communication services and client hardware and software operating environments.
Serves as a productive project team member by completing assigned tasks.
Performs software installations on company computers and configures applications a specified.
Responds to help desk hotline and maintains accurate information within the IS tracking system.
Applied Knowledge & Skills:
Working knowledge and understanding with a variety of technologies to effectively support end-users.
Understands basic operation of functional units.
Excellent oral and written communication skills.
Ability to interact with a broad range of end-users and use various technical resources to provide support.
Demonstrates ownership of customer issues and independently seeks solutions.
A willingness to increase knowledge and update skills as required.
Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
Ability to multi-task and self- motivate through assignments and routines.
Education:
High School/GED Diploma or its International Equivalent.
Experience:
0-3 years of experience providing end-user phone support for current PC desktop and application software or installing, upgrading, troubleshooting and repairing personal computers in a network environment.
Prior help desk experience is preferred.
Proficiency with MS Office Suite (Word, Outlook, Excel, PowerPoint, Access) and data entry / accounting systems.
Vocational or specialized training.
Prior work experience in a non-governmental organization (NGO).
Typical Physical Demands:
Typical office environment.
Ability to spend long hours looking at computer screen and doing repetitive work on a keyboard.
Ability to sit or stand for extended periods of time.
Ability to lift or move up to 5 lbs.
Technology to be Used:
Computer/Laptop, Microsoft applications (i.e., Office 365, SharePoint, Skype/Zoom/Teams), cell phone/mobile technology, and standard office equipment.
Travel Requirements:
Less than 10%
The expected hiring salary range for this role is listed below. FHI 360 pay ranges represent national averages that vary by geographic location. When determining an offer amount, FHI 360 factors in multiple considerations, including but not limited to: relevant years of experience and education possessed by the applicant, internal equity, business sector, and budget.
Base salary is only one component of our offer. FHI 360 contributes 12% of monthly base pay to a money purchase pension plan account. Additionally, all US based staff working full-time, which is calculated at 40 hours/week, receive 18 days of paid vacation per year, 12 sick days per year, and 11 holidays per year. Paid time off is reduced pro rata for employees working less than a full-time schedule.
Hiring Salary Range: $50,00- $63,000
#LI-DNI
This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.
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