IT Service Desk Technician

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Cystic Fibrosis Foundation
Bethesda, MD, USA
Full-time

The IT Service Desk Technician's role is to ensure proper computer operation for end users to assist with accomplishing business tasks. This includes providing support to the Foundation’s staff locating out of an office, remote, and some external users.  Main responsibilities include receiving, documenting, and actively resolving end-user IT support requests, escalating incidents when considered appropriate and necessary, and adhere to guidelines as defined by the Service Level Agreement (SLA) expectations.

Areas of Responsibility: 

All CFF employees must demonstrate commitment to Cystic Fibrosis Foundation’s core values, as follows:

  • Keeping sight of what really matters:  Our decisions are based on what is best for people with cystic fibrosis and their families.
  • Aspire of excellence in all we do:  We take pride in our work. This includes a commitment to continuous learning and improvement.
  • Stronger together:  Cystic Fibrosis Foundation employees collaborate and work together so that we can learn more and achieve more.
  • Innovate with Courage:  Cystic Fibrosis Foundation employees embrace challenges. We reach beyond boundaries in pursuit of our vision.
  • Care about our people:  Cystic Fibrosis Foundation employees deeply care about each other and all who support our shared mission. We listen with respect.  We support one another.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Install, configure, troubleshoot, repair, and resolve incidents related to hardware, software (COTS and custom), web sites, Skype for Business, and conference room equipment.
  • Follow relevant Standard Operating Procedures (SOPs), work instructions, and search previously completed tickets to resolve incidents and fulfill requests within established Service Level Agreements (SLAs).
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Configuration of routing devices.
  • Provide outstanding customer service both at desk-side and via remote tools such as Skype for Business.
  • Consistently achieve First Contact Resolution performance metric.
  • Aware of customer’s time restraints and work within those time limits.  Consistently set/reset customer’s expectations and estimate time to complete the task.
  • Accurately document tickets in the ticketing system.
  • Provide customer with incident reference numbers, keep customer informed of troubleshooting/resolution steps, and follow-up with customer to confirm/verify resolution.
  • Walk customer through problem-solving process.
  • Run diagnostic programs to resolve problems.
  • Assist in cross training and communicate quick fixes.
  • Management of specific Active Directory components for access management.
Educational Background: 
Bachelor’s degree in IT or related field (or equivalent experience).
Skills/Experience: 
  • Minimum 2 years of technical experience assisting in a professional service desk environment.
  • Extensive experience with troubleshooting Windows (7 and 10), Office 365 suite, Active Directory (both on-site and remote).
  • Experience troubleshooting Mac OS.
  • Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
  • Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
  • Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. 
  • Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades, and troubleshooting.
  • Team player and coachable.
  • Ability to understand and discuss basic LAN/WAN technologies.
  • Ability to meet deadlines.
  • Ability to provide weekend emergency coverage support on scheduled shifts.
How to Apply: 

https://chk.tbe.taleo.net/chk01/ats/careers/requisition.jsp?org=CFF&cws=...

Job Function: 
Technology / Data Management

Organization Info

Cystic Fibrosis Foundation

Overview
Headquarters: 
Bethesda, MD, United States
Website: 
cff.org
Founded: 
1957
About Us
Areas of Focus: 
Diseases / Disorders
Medical Research
Mission: 

The mission of the Cystic Fibrosis Foundation is to cure cystic fibrosis and to provide all people with the disease the opportunity to lead full, productive lives by funding research and drug development, promoting individualized treatment and ensuring access to high-quality, specialized care.

The Cystic Fibrosis Foundation has 70 chapters and branch offices across the country that work diligently to raise funds to help support the search for a cure. In addition, the Foundation provides funding for and accredits more than 120 CF care centers and 53 affiliate programs nationwide, including more than 100 programs for treating adults with CF. The high quality of specialized care available throughout the care center network has led to the improved length and quality of life for people with CF. Located at teaching and community hospitals across the country, these care centers offer the best care, treatments and support for those with CF.

Listing Stats

Post Date: 
Jun 11 2018
Active Until: 
Jul 11 2018
Hiring Organization: 
Cystic Fibrosis Foundation
industry: 
Nonprofit