Associate, Help Desk Support (P1)

Staff whose work requires or potentially could require any in-person interaction with Save the Children colleagues, partners, or beneficiaries must be fully vaccinated against COVID-19 unless otherwise required by law. Save the Children complies with federal, state, and local laws with regard to accommodations related to this policy.

Summary

The Help Desk Support Associate assists end users and provides technical assistance resolving hardware and software issues by answering questions or troubleshooting issues. You will document interactions with end users and recommend improvements. You will be responsible for evaluating operational efficiency of different IT systems. You will rely on knowledge and professional discretion to achieve goals utilizing problem solving skills to achieve resolutions.

What You’ll Be Doing (Essential Duties)

Technical Support (95%)

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware, and mobile devices to include but not limited to
  • Maintain daily performance of computer systems
  • Install, modify, and repair computer hardware and software
  • Run diagnostic programs to resolve problems
  • Install computer peripherals and software for users
  • Assist user with audio visual and conference room technology
• Assist in the resolution of technical problems with Local Area Networks (LAN), wide Area Networks (WAN) and other systems
  • Assist the network engineering team as needed to identify and resolve issues related to the LAN, WAN, WWAN, and Telecommunications Infrastructures
• Assist in the evaluation of new technologies and provide procurement support as needed
• Assist in special events as needed

Training (5%)

• Provide one-on-one or small group training sessions to staff on PC related issues and/or Agency standard Software

Required Qualifications

• Minimum of a High School Diploma or equivalent, plus at least 2 years of relevant experience
• Demonstrated working knowledge in PC hardware
• Experience with networking environments (LAN, WAN, Wireless Networks)
• Demonstrated working knowledge of Active Directory
• Demonstrated experience with anti-Malware software, web conference platforms, service management platforms, remote support software, remote telephony software
• Working knowledge and experience with audio/visual and videoconferencing systems
• Professional proficiency in MS Office suite including Microsoft desktop technology, Windows Operating Systems, and Microsoft Office 365
• Professional proficiency in spoken and written English
• Demonstrated ability to communicate and collaborate effectively with individuals and teams at all levels, both internally and externally
• Demonstrated commitment to fostering and maintaining and environment of diversity, inclusion, and belonging

Preferred Qualifications

• Demonstrated knowledge and/or experience with mobile devise platforms (iOS)
• Demonstrated knowledge or experience with telephone systems
• Ability to work in a high paced, high stressed environment
• Ability to work across multiple levels of the organization both face-to-face and remotely

Compensation

Save the Children is offering the following salary ranges for this position, dependent on candidate location:

• Geo 1 - NY Metro, DC, and other locations with labor costs significantly above national average: Target hourly pay for this position is $26.56 – $29.69
• Geo 2 - Locations around the US National Labor Cost Average: Target hourly pay for this position is $24.11 – $26.95
• Geo 3 - Locations significantly below the US National Labor Cost Average: Target hourly pay for this position is $21.66 – $24.21

Actual base salary may vary based upon, but not limited to, relevant experience, base salary of internal peers, business sector, and geographic location (more information on job structure is available here). Employee may be eligible for an incentive program. Save the Children also offers paid vacation, accrued at least 12 days a year, depending on paygrade and length of service, paid safety and wellness leave of at least 1 day per month worked for a full time employee which is pro rata reduced for employees working less than a full time schedule, and at least 10 paid holidays a year. Employees may be eligible for additional bonus compensation. Save the Children US also offers outstanding benefits that include health, dental, vision and life insurances, short-term and long-term disability coverage, an Employee Assistance Program, a retirement savings plan with employer contribution, family leave, paid parental/adoption leave of 60 days, commuter benefits, paid caregiver leave days, 1 paid volunteer day a year, paid critical child illness leave days, dress for your day, and much more.

Why you should join the Save the Children Team…

Save the Children US offers outstanding benefits that include health, dental, vision and life insurances, short-term and long-term disability coverage, an Employee Assistance Program, 403(b), generous vacation, personal sick leave, family leave, parental/adoption leave, commuter benefits, dress for your day, and much more.

Click here to learn more about how Save the Children US will invest in YOU!

About Save the Children

No matter your role when you join Save the Children, each and every day you will challenge yourself to devote your skills, talent and expertise to changing the world for kids. It’s an ambitious goal, and a meaningful one no matter how you see yourself professionally: an accountant, a writer, a data analyst, a teacher, a driver, a designer, or any one of the hundreds of dozens of roles we’re looking to fill every day.

You see, Save the Children believes every child deserves a future. In the United States and around the world, we give children a healthy start in life, the opportunity to learn and protection from harm. We do whatever it takes for children – every day and in times of crisis – transforming their lives and the future we share.

Our work for children and their families requires that we commit—at every opportunity—to work together to identify and dismantle persistent systemic and structural racism, inequality, and any other forms of discrimination in this country and beyond. As an anti-racist organization, Save the Children will not tolerate discrimination in any form—in our employment practices, amongst our staff, in our leadership or toward the people we serve. We stand in solidarity withallpeople to fight for equal rights, justice, inclusion, and belonging.

We provide equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. Save the Children complies with all applicable laws.

Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and helping protect the children with whom we are in contact. All Save the Children representatives are explicitly prohibited from engaging in any activity that may result in any kind of child abuse. In addition, it is Save the Children’s policy to create and proactively maintain an environment that aims to prevent and deter any actions and omissions, whether deliberate or inadvertent, that place children at the risk of any kind of child abuse. Allour representatives are expected to conduct themselves in a manner consistent with this commitment and obligation.

Save the Children is committed to minimizing safety and security risks for our valued employees, ensuring all are given training, support and information to reduce their risk exposure while maximizing the impact of our programs for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.