Senior HelpDesk Technician

from International Rescue Committee
Closing date: 30 Nov 2019

The Senior Service Desk Technician will provide support to our end-users globally, and handle escalations from tier 1 tear 2 support, with the location in New York, NY. Daily tasks may include though are not limited to:

  • Incident response, monitoring, investigation, project implementation, as well as basic operational support.
  • Provide resolution of potential and actual service problems.
  • Supervise the prioritization of tickets, queue management, scheduling and resource planning as per Service Desk Manager.
  • Mentor and less experienced team members, and participate in performance reviews
  • Assist in the development, monitoring, and enforcement of knowledgebase that outline how problems are identified, documented, assigned and corrected
  • Document Service Desk activities, identify problem areas, document resolutions, and devise and deliver solutions

Major Responsibilities:

Customer Service and Communication

  • Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service oriented fashion.
  • Provide exemplary customer service across all levels of the organization
  • Provides technical advice and guidance relative to problems involving technical user issues.
  • Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

Technical Skills

  • End User Device administration/configuration/support/troubleshooting
  • Use of tools and utilities: Responsible for the implementation, installation, maintenance and support of End User Infrastructure
  • Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone.
  • Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
  • Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary.
  • Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.
  • Conducts complete diagnostics of most business problems; anticipates implementation obstacles.
  • Assist in of new technologies and other related tasks as needed.
  • Influence and propose new technologies to meet organizational needs.

Administrative Tasks & Record Keeping

  • Create and validate knowledgebase articles and user documentation.
  • Monitor the assigned queue(s) in the ServiceNow ticket system.
  • Log real time written journal entries documenting actions taken on all ticket requests.
  • Close tickets within established service levels.
  • Manage IT inventory, licenses, services, and support incidents.
  • Supervise the prioritization of tickets, queue management, scheduling and resource planning as per Service Desk Manager.
  • Investigates and coordinates the resolution of potential and actual service problems, and ensures that incidents and requests are handled within SLA and in professional, efficient and knowledgeable manner within SLA.
  • Monitor and analyze service request/incident trends, anticipate potential problems for proactive resolution in ServiceNow and provided reports as requested.


  • Mentor less-experienced staff with responsibility for their technical development, including internship programs.
  • Provide statistical and performance feedback on a regular basis to team members.
  • Participate in Performance Management Reviews and report any problematic issues.


Education: College degree or equivalent certification

Work Experience:

  • 2-3 years of experience in help desk/desktop support position
  • Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
  • Strong organizational skills, able to prioritize and multitask.
  • Strong interpersonal skills and customer service skills.
  • Ability to work collaboratively in a team environment.
  • Must be dependable and have excellent written and verbal communication skills.
  • Ability to interact with various levels of employees throughout the organization, VIP support included.
  • Ability to relay technical information to non-technical business units.
  • Strong documentation skills.

Certificates or Licenses: A+ Certification, Network+ (CompTIA).

Working Environment:* The position will work in the New York, NY and is expected to be on-site. Standard office work environment.

How to apply:

Apply Here