SHRM Senior Service Desk Specialist in Alexandria, Virginia

Senior Service Desk Specialist

Tracking Code

208752-075

Job Description

SHRM WANTS TALENT WITH A BOLD PURPOSE. TALENT THAT BELIEVES IN EXCELLENCE AND ACCOUNTABILITY. TALENT THAT IS FLEXIBLE TO TRY NEW THINGS AND AGILE ENOUGH TO PIVOT WHEN THEY DON’T WORK OUT. WE NEED PEOPLE WHO ARE SMART AND CURIOUS, AND BELIEVE IN OPEN COLLABORATION TO GET TO THE BEST RESULT.

The Senior Service Desk Associate supports and maintains information technologies and processes to meet the needs of SHRM and its affiliates, and plays an integral role in maintaining an agile technology environment for the staff. The position assists with developing and guiding the Service Desk Associates, handles complex and escalated support requests, and leads large scale Service Desk projects.

YOUR TYPICAL DAY WILL INCLUDE:

  • Provide hardware and software support for all Apple & Microsoft devices, related MDM systems, configuration profiles, and software deployment systems.

  • Plan, administer, and manage conference room Audio/Video technology including seamless integration of disparate Audio/Visual equipment including but not limited to projectors, computers, audio mixing equipment, web-meetings, etc.

  • Troubleshoot and provide timely resolution for complex and advanced hardware and software issues.

  • Create, maintain and administer uniform machine software images.

  • Maintain user and machine related information in Active Directory, WSUS, Munki, Nomad, and other tools as applicable.

  • Support and maintain all information technology processes to meet the needs of the organization and its affiliates with an emphasis on handling Tier II and escalated ticket resolution.

  • Liaise with the Network & System Operations team to ensure that tasks, projects and processes align with business objectives.

  • Create and maintain documentation and instructions for the staff as it relates to technologies and associated procedures, including but not limited to incidents, on-boarding and off-boarding procedures, internal transfers, staff training.

  • Act as a resource to help Service Desk Associates troubleshoot, problem solve and increase their technical knowledge.

  • Support the Service Desk Manager in the research, testing, warranty tracking and licensing of hardware and software.

Required Skills

THESE ARE THE SKILLS YOU WILL NEED IN YOUR TOOLBOX:

  • Expert knowledge of common software and OS packages including Microsoft Windows 10, Office 365, OneDrive, Mac OS X, Symantec Ghost, Active Directory, Group Policy, and enterprise anti-virus software

  • Solid understanding of networking concepts, virtualization (VMware), and cloud based software (Azure)

  • Solid understanding of Apple devices and enterprise management of such devices

  • Solid understanding of the integration and usability of modern A/V equipment

  • Ability and desire to build strong customer relationships, and to complete projects and fully resolve issues

  • Strong team orientation and customer service focus

  • Excellent verbal, written and interpersonal skills

LET US KNOW IF YOU ALSO HAVE:

  • The ability to translate business requirements into technology requirements and needs

  • The ability to translate technical information into business terms for management consideration

  • The ability to establish & maintain cost effective hardware and software operations

Required Experience

THIS IS WHAT YOU MUST BRING TO THE TABLE:

  • Bachelors degree in a technology related field such as:- Information Technology- Computer Science- Information Systems

  • 4-years hands on experience in the support of a multi-user Windows and Mac enterprise environment

  • 2-years of hands-on experience in the support of A/V equipment in an enterprise environment

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.

Moderate lifting is required. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds 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 professional office environment and routinely uses standard office equipment. This job requires limited 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.

Job Location

Alexandria, Virginia, United States

Position Type

Full-Time/Regular

Summary of Department

The Technology department is responsible for the ongoing information technology operations of SHRM and its affiliates. This includes the budgeting, design, implementation, and ongoing support of all hardware and software infrastructure (both desktop and server), networking (wired and wireless), telephony (VoIP and cellular), applications (on premise and hosted), security, and remote access.