Service Desk Technician

Job Overview/Summary: The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations.

The Service Desk Technician will provide IT support to the end-users globally with special attention to the Asia region, and handle escalations from tier 1 to tier 2 support. Daily tasks may include:

• Incident logging, categorization, prioritization and response
• Provide resolution of service incidents in partnership with other IT departments globally
• Conduct testing as part of the building, designing, or upgrading to ensure smooth transitioning and implementation of the new systems and services.
• Responsible for timely ticket resolution and escalation to ensure that service-level agreement (SLA) is met.
• Monitor incident trends and create problem tickets as needed to ensure engagement of necessary IT departments to identify root causes and resolution.
• Mentor and oversee less experienced colleagues to build a high-performing team.

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 technical advice and guidance relative to problems involving technical user issues.
• Provide exemplary customer service across all levels of the organization.
• Exercise discretion and independent judgment to act upon urgent requests, such as immediate terminations, or security breach incidents.
• Ability to effectively handle cyber security incidents and engage with InfoSec teams to ensure necessary attention to prevent further data loss or breach.
• Ability to effectively collaborate with Global IT team…
• Work with Business Relationship Management team to craft communication pertaining to outages or change in services that affects IT and/or staff globally.

Technical Skills

• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• End User Device administration/configuration/support/troubleshooting
• Responsible for the implementation, installation, maintenance, and support of End User Infrastructure
• Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone.
• 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.
• Provide token support to Multifactor Authentication, VPN client based remote access, password/account recovery using SSO (Single Sign On) verification.
• Provide troubleshooting for Microsoft office and other business applications.
• Troubleshoot VPN connections, network printers, email setup, and connectivity issues and escalate tickets to tier 3 as needed.

Administrative Tasks & Record Keeping

• Responsible for creating and validating new, updating and publishing existing business-facing and technical knowledge articles; work with Manager and Quality Analyst to establish quality control to ensure adoption and accuracy.
• Ensure documentation of incidents by entering sufficient technician work notes in the tickets
• Analyze service request/incident trends and common complaints and problems, and serve as escalation point to provide the resolution of various service problems within SLA; anticipate potential problems to identify and deliver new solutions for proactive resolution and process improvement
• Manage IT inventory, licenses, services, and support incidents; log real time written journal entries documenting actions taken on all ticket requests.
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.

Mentoring / Management

• Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
• Provide statistical and performance feedback and coaching on a regular basis to team members.
• Participate in Performance Management Reviews and report any trend of common issues that may require creation of a Problem ticket.

Key Working Relationships:

Position Reports to: Team Lead Global Support
Indirect Reporting: Regional IT Director

Position directly supervises: None.

Other Internal and/or external contacts:

The technician will work independently and, in a team, on a daily basis. He/she will interact with vendors as needed.

Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager

External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and others as needed.

Job Requirements:

Education: College degree or equivalent certification: A+ Certification, Network+ (CompTIA), Active Directory and ADManager Plus, PowerShell, Network experience (TCP/IP, DNS, DHCP, VPN etc.), Office 365, Sophos, Proofpoint, MS phones, MS Intune Management, ITIL, SCCM

Work Experience:

• At least 3 years of experience in help desk/desktop support role
• 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.

Working Environment***:*** The position will work in the Seoul, South Korea or Peshawar, Pakistan office and should have the capacity to work from home. Occasional domestic or international travels may be required. Must have flexibility to work on holidays or weekends as required to support country programs that work on Sundays.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.