Position Description

IT Associate – Helpdesk Support
Location United States
Department General-OP
# of openings 1
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Vital Strategies is an international public health organization. We develop and oversee programs to strengthen public health systems and address leading causes of morbidity and mortality, providing expertise in project implementation and management, strategic communications, epidemiology and surveillance, and other core public health capacities. Our specific programs include road safety, obesity prevention, tobacco control, and activities to strengthen public health data systems and the use of public health data to guide policy and decision-making. Activities are based in low and middle-income countries and cities in Africa, Latin America, Asia and the Pacific. Please visit our website at www.vitalstrategies.org to find out more about our work.

Vital Strategies offers highly competitive compensation and comprehensive benefits. Vital welcomes and supports a diverse, inclusive work environment. As such, our commitment is to promote equal employment opportunities (EEO) for all applicants seeking employment.

The Position

The IT Associate (Helpdesk Support) is responsible for supporting the daily IT operations of Vital Strategies, ranging from telephony to computer hardware to software, and thus has a direct impact on the productivity of colleagues. S/he will offer the first tier of technical support for global staff, ensuring timely resolution to technical issues with a focus on customer service.


Specific Duties

  • Provide around-the-clock, first tier of technical support to the organization, offering timely, courteous service to fellow colleagues. Troubleshoot laptops, phones, printers, mobile devices, and their associated software and peripherals, escalating as necessary.

  • Document common technical support issues with resolution, proactively identifying recurring issue areas and implementing solutions. Document standard business processes.

  • Manage incoming and outgoing of personnel, as pertaining to IT requirements. Manage and administer user accounts in various systems.

  • Assist fellow IT colleagues with various projects.


Qualities and Qualifications

  • At least 3 years in a technical support role

  • Expertise in Microsoft operating systems and applications: 7, 10, Active Directory, Office 2013, 2016, Office 365. Expertise supporting Mac OS 10.11+ and troubleshooting desk and smart phones: Polycom, Android, iPhone.

  • Experience configuring and supporting peripherals: docking stations, monitors, printers, etc.

  • Experience configuring and supporting enterprise software: antivirus, productivity, communications, etc.

  • Understanding of TCP/IP and general networking.

  • Ability to problem solve. Excellent judgement and decision making. Ability to work independently and with a team. Ability to multi-task and re-prioritize on an ongoing basis.

  • Strong reasoning and excellent written and verbal communication skills. Ability to rapidly and independently learn new technologies.

  • Microsoft and other technical certifications desired.

  • Experience supporting audio-video equipment a plus.

  • Familiarity with scripting (VBScript, PowerShell), Zoom, Smartsheets, Box, Group Policy, WSUS, WDS, Lenovo products, networking configuration and protocols, Adobe suite, Zendesk a plus.

  • Associates degree or further education in a technical field desired.

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