IT Service Desk Technician

3 weeks ago

Charlotte, United States Global Support and Development Full time

*** Unable to provide sponsorship at this time. Only considering persons eligible to work in the United States.

Position Title: Information Service Desk Technician

Supervisor's Title: IT Manager

Exemption Status: Non-exempt

Positions Supervised: None

Location: Charlotte, NC with travel to other locations as needed

Term: 6 months

BACKGROUND:

Global Support and Development (GSD) is a humanitarian organization whose mission is to work with regional, national, and local communities across the Caribbean, Central America and South Pacific for resilience to crisis through rapid response, disaster preparedness, and climate adaptation.

GSD began as an impromptu response to Cyclone Pam in Vanuatu in 2015. Since our founding, we have worked with a number of regional, national and local communities and supported various international and United States domestic disaster response and preparedness efforts. Our first response defined the core of GSD's DNA as an organization - to work with communities - led by their needs, filling the gaps they have identified, while leveraging unique approaches and capabilities with an innovation mindset. By integrating our team's diverse skill sets and resources into local responses, we provide rapid response assistance to affected communities in coordination with regional, national, and local community partners. We work to support and strengthen local capacity through disaster preparedness initiatives, including innovation and climate adaptation, to reduce the impact disasters and the climate crisis have on communities.

PURPOSE OF POSITION:

The Information Service Desk Technician will provide comprehensive first-line support, ensuring that staff receive efficient and effective IT assistance. This position aims to bolster our service desk operations and contribute to our overall IT strategy. The IT Service Desk Technician will be instrumental in providing first-line support to our staff, ensuring efficient and effective resolution of IT-related issues.

ESSENTIAL FUNCTIONS:

  1. Serve as the first point of contact for staff seeking technical assistance over the phone, via email, or in person;
  2. Perform remote troubleshooting through diagnostic techniques and asking pertinent questions;
  3. Manage incoming service requests and incidents through ticketing systems, ensuring proper documentation, prioritization and resolution;
  4. Determine the best solution based on the issue and details provided by users;
  5. Walk users through problem-solving processes;
  6. Follow-up and update customer status and information;
  7. Escalate customer feedback and suggestions to the appropriate internal team;
  8. Identify and suggest possible improvements in procedures;
  9. Provide support with account setup, management and auditing;
  10. Troubleshoot user issues including software, hardware, and networking;
  11. Thoroughly document troubleshooting steps, resolutions and any relevant information in knowledge base for future reference and learning;
  12. Prompt and action GSD's core values of accountability, humility, and integrity in all work we conduct;
  13. Promote good stewardship of financial and other resources to achieve maximum benefit to those impacted by disaster or at risk of impact; and
  14. Perform other duties as assigned.


QUALIFICATIONS:

Required Experience:
  • Two (2) years of relevant work experience in IT service desk, or similar role, preferably in the humanitarian sector, and within an international context; and
  • Project management.
Required Education:
  • Bachelor's degree in Information Technology, Computer Science, or a relevant field is preferred, or;
  • An equivalent combination of relevant experience and training.
Professional Licenses/Certifications:
  • CompTIA A+ certification preferred;
  • ITIL Certification preferred;
  • Project management certification desired.
Knowledge/Skills:
  • Strong understanding of computer systems, mobile devices, and other tech products;
  • Ability to diagnose and resolve fundamental technical issues;
  • Excellent problem-solving and communication skills;
  • Familiarity with ITSM and ITIL frameworks is a plus;
  • Discernment for confidentiality in relation to organizational, partner, and donor activities and communications;
  • Strong organizational skills and the ability to rapidly shift tasks;
  • Experience working and/or traveling domestically and internationally; and
  • Working knowledge of Spanish and/or French desired.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
  • At this time, GSD is not offering sponsorship and is only accepting applications from persons eligible to work in the United States;
  • Routine domestic and international travel up to 10% is required.
BENEFITS:

You'll get..
  • Medical, Dental, and Vision Insurance: Premiums 100% covered by GSD for employee, employee +spouse, employee +family
  • Basic Life, AD&D, and Long Term Disability Insurance: Fully covered by GSD
  • Health Reimbursement Account (HRA): Up to $4,000 in total annually for employee +2 or more family members
  • Voluntary Life Insurance: Options available at reasonable group rates
  • Generous Paid Time Off (PTO): All employees are eligible for a minimum of 6 weeks of PTO per year after 90 days of service
  • 14 Paid Holidays
  • Parental Leave: Up to 12 weeks paid by GSD
  • Employee Assistance Program (EAP)
  • Professional Career Development Opportunities
  • 401(k): GSD will match up to 6% of base salary for all employees ages 21+. Employees are eligible to begin contributing after 1 pay cycle, and the company match will go into effect immediately after employee begins contributing
  • + Additional Perks


This job description is a summary rather than a detailed list of the duties performed. The essential functions, knowledge, skills, and working conditions may change along with business needs. This job description does not constitute a contract between employer and employee as employment is at will. Global Support and Development provides reasonable accommodations to assist qualified individuals in order to perform the essential functions their job requires.

GSD is an Equal Opportunity Employer and embraces all candidates regardless of race, color, sex (including pregnancy), nation of origin, ethnicity, religion, disability, marital status, sexual orientation, age, gender identity or expression, genetic information, military/veteran status or any other basis prohibited by law. GSD promotes diversity, equity, and inclusion in all candidate selections.

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