Helpdesk Support Specialist

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Helpdesk Support Specialist

Department:

IT

Location:

Mount Laurel, NJ

Salary:

$20.52 - $20.52

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HYRBID/REMOTE SCHEDULE AVAILABLE

Association Headquarters

is looking for an energetic, self-motivated and growth oriented individual to join the Technology Solutions team. The Helpdesk Support Specialist provides Tier 1 service desk support to a full range of technology including IT infrastructure, enterprise systems and select business lines of applications. This will involve in-person and remote support. The Helpdesk Support Specialist will assist in providing high quality service, fast resolution, ensuring the service desk is completely customer-focused, with good onboarding process, and quick/ effective addressing of service requests.

POSITION RESPONSIBILITIES

Perform Tier 1 service desk duties

Provides end user support for IT infrastructure, association management systems and other enterprise applications. Develops basic queries and reports.

Install or assist service personnel in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.

Participate in the day-to-day operation and maintenance of the computing resources of the Enterprise.

Isolate and troubleshoot problems at the workstation level, referring to Tier 2 and Tier 3 assistance if needed or required.

Work with other team members (considered Tier 2 and Tier 3) to resolve advanced or complicated issues with respect to computing devices.

Provide staff support for administrative tasks and projects relative to desktop support such as tracking inventory, software licensing, etc.

Assist in the managing of hardware inventory per location; provide quarterly reporting and refresh cycles status.

Improve customer support operations by actively monitoring and responding to requests.

Take ownership of problems and follow up the status of problems on behalf of personnel and communicate progress in a timely manner.

Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.

Assists in maintaining a central source of information enabling Service Desk and support staff to recover outages with minimal disruption to expected service levels.

MEASUREMENT OF SUCCESS

Successfully meets deadlines

Proactively alerts Supervisors to challenges or concerns related to delivery of service

Proactively suggests solutions to challenges encountered

Effectively self-reviews work product and produces limited errors

Help Desk Response Time within AH SLA commitments

Achieve greater than 75% satisfaction in Help Desk survey

Properly documents and adheres to department life cycle management practices

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/ EXPERIENCE/REQUIRED PROFICIENCIES

Bachelors or Associates degree preferred or commensurate experience. High school diploma required

1-3 years of IT experience preferred.

Must demonstrate ability to organize and respond to users and a ticketing system.

Requires being on call and the ability to respond to emergency issues during off hours.

Service Desk Support experience in Windows environments. Mac environments are a plus.

Commitment to providing and maintaining highest level of customer service

Outstanding interpersonal and teamwork skills.

Effective oral and written communication skills.

A knack for problem solving.

Ability to maintain composure and customer focus while troubleshooting and solving technical issues.

Ability to adhere to a schedule of customer appointments while adapting to dynamic customer requests.

Some experience in application support, in addition to infrastructure support.

Experience with migration/upgrading systems from legacy to newer workstations preferred.

In accordance with Association Headquarters' commitment to provide and maintain a workplace that is free of known and preventable hazards to safeguard the health of employees and their families, clients, and affiliates, all employees are required to receive the COVID-19 vaccination unless a reasonable accommodation is approved (i.e.: serious health risks or sincere religious beliefs). Such accommodations will be granted where they do not cause AH undue hardship or pose a direct threat to the health and safety of others.

APPLICATION INSTRUCTIONS

In order to be considered for this position, the online application must be submitted, along with an updated resume. All applicable fields on the application are required.

AH utilizes Spark Hire, a video interview software, to gain better insight on our candidates.

AH is a professional services firm that specializes in helping non-profit organizations achieve their mission, create value, and advance their causes, industries, and professions. We have four main divisions within AH — a full-service Association Management Company; a Marketing and Communications Agency (MarCom); a Meetings & Events Management Team; and a division that focuses on other custom solutions such as strategic planning, website builds, database integrations, accounting services, staff recruitment, credentialing management, public affairs and lobbying, and growing non-dues revenue.

For more information, visit

associationheadquarters.com

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Association Headquarters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, nationality, ethnicity, ancestry, age, sex (including pregnancy), family status, marital/civil union status, religion, domestic partnership status, affectional or sexual orientation, gender identity and expression, atypical hereditary cellular or blood trait, genetic information, liability for military service, and mental or physical disability (including perceived disability, and AIDS and HIV status), language, national origin, political affiliation, socio-economic status, and other characteristics that make our employees unique.

BENEFITS

Benefits include, but are not limited to:

Medical, Dental, and Vision

Voluntary Life Insurance - Employee Paid

AFLAC available

Paid holidays and Paid Time Off (PTO) accrual

401k

Basic life insurance, short term, and long term disability

Other Benefits of Working at AH:

Named Best Place to Work by Philadelphia Business Journal 9 Times – based on a survey conducted of our employees

Industry Leader – Most credentialed AMC, and the first AMC to be Customer Service Certified by the Customer Service Institute of America

Flex Schedules

On-site fitness center, open 24/7

Gym reimbursement program

Tuition reimbursement program

Training and Development opportunities

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Company info

AMC Institute
Website : http://www.amcinstitute.org