Desktop Support Specialist
Information Technology Manager
Staff reporting to this position: None
Position classification: Nonexempt, full time; Union - Level 4
Minimum compensation: $60,000
American Progress has an immediate opening for a Desktop Support Specialist in its Administration department. The successful candidate will join the Technology team as the front-line support person who ensures proper computer operation so that end users can accomplish business tasks. This role includes receiving, prioritizing, documenting, and actively resolving end-user help requests, as well as escalating incidents when appropriate and necessary to maintain service-level agreement (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools and may also require that the Desktop Support Specialist give in-person, hands-on help.
The Desktop Support Specialist will help support the technical needs of the organization while upholding American Progress’ mission “to improve the lives of all Americans, through bold, progressive ideas, as well as strong leadership and concerted action, with the aim of not only changing the conversation, but changing the country.”
- Alert management to emerging trends in incidents.
- Deploy approved, prepackaged software using distribution tools and processes as requested by end users.
- Configure new user accounts and set up equipment for end users based on established procedures and within established SLAs.
- Provide first-contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Build rapport and elicit problem details from service desk customers.
- Provide timely updates to end users’ tickets to keep them updated on resolution progress.
- Prioritize incidents and service requests according to defined criteria to meet SLAs.
- Collaborate on tickets with peers to solve more complex support issues and escalate incidents with accurate documentation to the suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Troubleshoot using remote tools and diagnostics.
- Research solutions through internal and external knowledge bases as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Test fixes to ensure an incident has been adequately resolved.
- Develop and update end-user documentation on the organization’s intranet or Confluence knowledge base as needed.
- Update inventory information in American Progress’ inventory management system.
- Contribute to technician knowledge base as needed, including updating any changes to existing processes and procedures.
- Provide ad-hoc technical training to American Progress’ employees.
- Provide suggestions for continual improvement.
Requirements and qualifications:
- Associate degree or equivalent combination of education and experience.
- Knowledge of basic computer hardware, including Windows and Mac laptops and desktops, video conferencing technologies, printers, and scanners.
- Experience with desktop and server operating systems, including Windows 10+, Mac OS 10.15+, Android, and iOS. Knowledge of Windows Server 2012 R2+ is a plus.
- Experience using remote monitoring management tools to manage devices and enforce compliance policies in staff endpoints, including Kaseya or mobile device management tools such as Jamf, Intune, and Addigy.
- Extensive application support experience with Office365 suite, Adobe Creative Suite, Google Workspace, web conferencing tools (Teams, Zoom, Slack) and Active Directory user management.
- Working knowledge of a range of diagnostic utilities, including running Terminal/command prompt and PowerShell scripts.
- Strong documentation skills.
- Familiarity with the fundamental principles of the Information Technology Infrastructure Library preferred.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Excellent written and oral communication skills.
- Exceptional interpersonal skills, with a focus on building rapport, listening, and questioning.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Excellent customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Commitment to the organization’s mission and goals.
- 40-hour standard workweek, with occasional overtime. Onsite work required at least three days per week.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting moderately heavy objects, such as computers and peripherals.
American Progress offers a full and competitive benefits package. Candidates from diverse backgrounds are strongly encouraged to apply. This position is part of a bargaining unit represented by IFPTE Local 70 and has a budgeted salary of $70,000.
We will continue to monitor COVID-19 and the levels of community spread and adjust plans as needed for in-office work. Any changes to our current hybrid work policy will be communicated at the time of hire. Updates will be posted on American Progress’ Jobs page.
This announcement will remain posted until the position is filled. No phone calls, please.
Please note that only those individuals whose qualifications match the current needs of this position will be considered applicants and will receive responses from American Progress.
Thank you for your interest in American Progress.
American Progress operates two separate nonprofit organizations to maximize the progressive agenda: the Center for American Progress and the Center for American Progress Action Fund. This job posting refers collectively to the two organizations under the name “American Progress.” The Center for American Progress is a nonpartisan 501(c)(3) tax-exempt research and educational institute. It undertakes research, public education and a limited amount of lobbying. The Center for American Progress Action Fund is a nonpartisan 501(c)(4) tax-exempt organization dedicated to achieving progress through action. It works to transform progressive ideas into policy through rapid-response communications, legislative action, grassroots organizing, political advocacy, and partnerships with other progressive leaders. The organizations share office space and employees.
American Progress is dedicated to promoting diversity, equity, and inclusion. Diversity is more than a commitment at American Progress—it is the foundation of what we do. American Progress recruits, employs, trains, compensates, and promotes regardless of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, veteran status, medical condition, and all the other characteristics that make us unique.
For more information on the Center for American Progress, please go to www.americanprogress.org. For more information on the Center for American Progress Action Fund, please go to www.americanprogressaction.org.