Client Operations Specialist 10 views

Gov-NGO

The Help Desk Specialist, based in EDF’s Austin, TX office, will be a member of our IT team responsible for installing, configuring and troubleshooting computer networks, systems, telecom, video conferencing and associated assemblies for 700+ users in 13+ EDF locations.

Key Responsibilities
Specific Responsibilities include but are not limited to:
End user support – 13+ locations (Austin, Beijing, Bentonville, Boston, Boulder, La Paz, London, New York, Raleigh, Sacramento, San Francisco, Washington DC, as well as several domestic and international hubs)
Active Directory/Exchange account creation
Outlook e-mail configuration
Shared drive configuration
Telecom support
Video conferencing support
Network / Printer mappings
Mobile Device Management for iPhone, Android, and Windows Mobile
Application usability and troubleshooting
Remote control of end user laptop or desktop for administrative/push services
Equipment Deployment
Standard configuration – PCs, Macs, and Mobile Devices
Standard images for specific laptop/desktop models
System testing – component troubleshooting
System update and maintenance
Software deployment for updates and applications
Installation and User Overview
Call tracking and Asset allocation
ACD queues and announcements
Trouble ticketing system and reports
User inventory of asset, support, warranty and maintenance history
Tracking transfers and costs associated with each asset
Building and maintain active knowledge base for end users
Asset component queries – For future technology upgrades and needs
Hardware/Software Technical Support
Overall support for end user hardware technology
Overall support for end user software applications (Office automation)
Managing specific vendors and obtaining the proper support
Provide guidance to “up and coming” technology for hardware and software
24-hour hotline support on a rotation basis for emergency coverage
Qualifications
High school diploma plus technical courses, B.S. Degree in Computer Sciences or related field, or equivalent experience.
Excellent problem-solving skills
Self-motivated and can adhere to deadlines
Team Player
Excellent communication and interpersonal skills
Able to work well under pressure in a fast paced environment
Thorough and precise understanding of Windows 10, MS Office 2016 suite, including Outlook/Exchange, PowerPoint, Word, and Excel.
Thorough and precise understanding of PCs, Macs
Understanding of LifeSize Video Conferencing equipment, iPhones, and Android devices
Knowledge of Shoretel IP telephony system
A complete understanding of our helpdesk case management tool, and the importance of ticket and inventory tracking
Able to swap parts from PC, Laptop, and Servers
Able to lift 40 lbs (servers)
Installing and replacing equipment in a server rack with guidance from network administrators
Familiarity with patch panels
Experience with telecommunications systems and circuits preferred

Gov-NGO

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  • Company Environmental Defense Fund
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