Society for Human Resource Management

  • Associate, Service Desk

    Job Locations US-VA-Alexandria
    Job ID 2018-1257
    Category
    Technology
  • Overview

    The Role:

     

    The Service Desk Associate supports and maintains information technologies and processes to meet the needs of SHRM and its affiliates. The position provides support to end-users on a variety of software and technical related issues and escalate support requests as necessary.

    Responsibilities

    Your Day:

    • Support SHRM workstation, mobile, and remote environments.
    • Perform Service Desk duties, which are heavily focused on personal interaction coupled with exceptional customer service.
    • Troubleshoot and provide timely resolution for hardware and software issues.
    • Assist in service desk process flow including incident, request, and problem escalation and follow through.
    • Assist and work with the Network & Systems Operations team in daily duties that impact staff.
    • Lead conference IT support at remote locations.
    • Remotely support teleworkers, international employees, traveling staff, and field workers.
    • Assist in maintenance of Active Directory, WSUS, CRM, Call Systems and other tools regularly used by the Service Desk and network and system operations team.
    • Research and evaluate new products.
    • Provide A/V support for conference rooms.
    • Perform other duties as needed.

    Qualifications

    Must Haves:

    • High school diploma.
    • At least two years of hands on experience in the support of multi-user hybrid windows/Mac environment.
    • Working knowledge of common software and OS packages including Office365, Windows 7 - 10, and MacOS.
    • Working knowledge of ITIL-based ticketing systems, Active Directory, basic networking concepts, and collaboration tools.
    • Ability to research hardware and software issues.
    • Excellent verbal, written and interpersonal skills.
    • Superb customer service skills.
    • Ability to multi-task in a fast paced environment.

    Let us know if you also have:

    • Bachelor’s degree or combination of equivalent technical courses and work experience.
    • A/V equipment setup and support.
    • Knowledge of the Adobe Creative Suite of products.

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information. Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

     

    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment. This job requires occasional travel 0-10%.

     

    The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

    ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

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