• Senior Help Desk Analyst

    ID
    2018-2785
    Job Locations
    US-VA-Arlington
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Lifesaver, hero—this is how your customers and teammates describe you. You are the first line of defense for users, closing tickets more quickly than they arrive. When someone is in need of technical support, who are they going to call? You, of course. But, you also want to impact the organization level.

     

    Diagnosing and troubleshooting issues is step one. Identifying root causes for organization-wide process improvements—this is where you take on the role of superhero.

    We are looking for an experienced technician who can translate technical knowledge into action. Join us and help lead our organization through our next phase of growth and impact. 

     

    Your Responsibilities Include

    • Acts as a liaison providing critical client base support to internal staff members
    • Diagnoses technical needs and develops an understanding of root issues
    • Collaborates with the operations and technology team to execute on requests
    • Takes ownership and ensures proper processes are documented for efficient support
    • Escalates unresolved issues to the appropriate technical support partners
    • Documents all requests in an issue tracking tool
    • Shares knowledge and proactively identifies the needs of the organization

     

    Knowledge and Skills You Bring to the Organization

    • 6+ years of professional experience required

    • Basic understanding of Active Directory, hardware, operating systems, client-side networking

    • Knowledge in installing and supporting Microsoft Office products

    • Strong organizational, time management and communication skills

    • Experience and understanding of delivery quality customer service

    • Strong critical thinking skills

    • Ability to adapt quickly and respond in a fast pace changing work environment.

    • Ability to work independently as needed

    • Ability to work in a team environment to standardize and improve processes, and sharing knowledge and bring value to the team

    • Energetic and displays the ability to go above and beyond normal day-to-day expectations as situation arise

    • Continually seeks for ways to bring innovative ideas to the workplace

     

    Standout Candidates May Also Bring

    • BA in CS or MIS, MCP, MCDST, or MSCE certification preferred
    • Demonstrated supervisory experience is preferred 

    About Us

     

    We work with: Nonprofit leaders at over 100 community-based groups. Over 700 of the country’s most effective business leaders and philanthropists. Over 1,000 professors at 350 universities. Tens of thousands of K-12 teachers. And millions of grassroots activists in 35 states. We’ve united to move toward a society where people succeed by helping others, so that everyone has the opportunity to realize their extraordinary potential. 

     

    Our Values

     

    Working at The Seminar Network is different from many other organizations. We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 

     

    We believe that diversity in experiences, perspectives, knowledge and ideas fuels creativity, broadens knowledge, and helps drive success. That’s why we’re proud to be an equal opportunity employer and strive to treat all employees with honesty, dignity and sensitivity. We welcome all qualified applicants regardless of race, color, national origin, ethnicity, religion, sex, pregnancy, sexual orientation, gender, gender expression or identity, age, disability, veteran status, marital status or any other legally protected class. 

     

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