IT Helpdesk II

Description

AFSPA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, sexual orientation, national origin, age, veteran status, disability, or any other protected class.

*A Resume is required for consideration. Applications without a resume will be automatically disqualified from consideration.*

Compensation for this position is in the $55,000 to $62,000 range, depending on qualifications and experience.

AFSPA offers an excellent benefits package, including up to 13 vacation days, 13 sick days, and 2 personal days annually, as well as 10 paid federal holidays. All full-time employees are eligible for health, dental, and vision insurance (single and family) and life insurance starting the month following their start date. A generous 401(k) plan with employer match is also available after one year of employment.

Hybrid work schedule until otherwise notified.

Hybrid work schedules are based on business needs and may require you to work in the office up to four days per week

Summary: First point of contact for AFSPA users, members, and partners seeking technical assistance. This role provides support, troubleshooting, and guidance to ensure efficient and professional service delivery while maintaining accurate documentation and metrics.

Duties and Responsibilities:

Duties & responsibilities include, but are not limited to the following:

User Support / Technical Assistance

Provide technical assistance to users via:

• Helpdesk tickets
• Member Portal secure forms
• Direct Email

Support staff, members, and partners with software and hardware issues, including:

• Phone systems (virtual and physical devices)
• CRM member management system
• Office 365 applications
• Laptop computers and company – approved mobile devices (Microsoft Surface, iPhone)
• Network printers
• E-faxing service
• Provide assistance with new hire setup and onboarding

Reset passwords and account lockout assistance

Assist with new hire setup and onboarding, including account configuration and device preparation

Ticket Management / Escalation

Handle ticket escalations to other IT team members or external vendors as needed of tickets to other team members or IT vendor as needed

Maintain accurate ticket documentation

• Resolution
• Average Response Time
• Ticket volume handled
• In office/remote support

Audio – Visual (AV) and Event Support

• AV support for in-office meetings
• Special event support (Annual meeting, HBO Brunch, SLF Events, webinars, etc.)

Vendor / External Relations

• Cultivate and manage relationships with AFSPA service providers, contractors, and other external vendors to meet current and future technological needs of the organization

Professionalism / Operational Requirements

• Maintain professionalism with staff, members, vendors, and guests as established by AFSPA guidelines
• Must be able to work during all Association business hours and possibly after hours from time to time
• Perform other duties as assigned

Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• A high school diploma or equivalent is required. In addition, candidates must meet at least one of the following:
• CompTIA A+ certification;
• Three years of IT experience;
• A combination of relevant post-secondary education and IT experience
• Preferred experience in the utilization of Microsoft Active Directory, including user management, permissions, and access controls
• Sound understanding of computer systems, including laptops, printers, scanners, mobile devices, etc.
• Familiarity with network connectivity
• Excellent customer service and troubleshooting skills with the ability to summarize issues and actions

Work Location:

The following are work locations that AFSPA utilizes: New Carrollton, Maryland, Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management’s sole discretion.