Service Desk Technician I

4 weeks ago

Bethesda, United States The Henry M. Jackson Foundation for the Advancement of Military Medicine Full time

Overview:
**Join the HJF Team**

This position will be in support of HJF Information Technology Services providing first connect support to local, remote, and global users.

The Henry M. Jackson Foundation for the Advancement of Military Medicine (HJF) is a nonprofit organization dedicated to advancing military medicine. We serve military, medical, academic and government clients by administering, managing, and supporting preeminent scientific programs that benefit members of the armed forces and civilians alike. Since its founding in 1983, HJF has served as a vital link between the military medical community and its federal and private partners. HJF's support and administrative capabilities allow military medical researchers and clinicians to maintain their scientific focus and accomplish their research goals.

**Responsibilities**:

- Greet customers who may visit the IT office and assist them with their IT needs.
- Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution.
- Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times.
- Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software, and system issues within the guidelines of predefined SLAs.
- Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end).
- Responsible for documenting and maintaining knowledge articles for team use on resolution, and end user reference.
- May perform other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for role.

Qualifications:
**Education and Experience**
- High School Diploma or GED is required. Bachelor’s Degree in Information Technology or related field is preferred.
- Minimum of 0-2 years of experience required.

**Required Knowledge, Skills and Abilities**
- Excellent customer service skills. Must have great written and oral communication skills to work with a wide variety of personnel of varied technical knowledge.
- Experience and expertise configuring and supporting a mixed platform endpoint environment, including Microsoft Windows and MacOS fixed and mobile, with local and remote users.
- Knowledge of and experience with IT service management platforms such as ServiceNow is a plus.

**Physical Capabilities**
- Lifting: Requires lifting materials up to 25 lbs.
- Ability to stand or sit at a computer for prolonged periods.

**Work Environment**
- This position will take place primarily in an office setting.

***

**Some HJF employees are required to be fully vaccinated against COVID-19. Proof of vaccination or an approved religious or medical accommodation will be required.**

Employment with HJF is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, education and credentials, a criminal background check, and a department of motor vehicle (DMV) check if applicable. Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.

**Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities**

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
- Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer._

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