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Form of workJob Description
HI USA is a nonprofit organization founded on an enduring belief in the power of travel to create a more tolerant world. We are looking for extraordinary people to make a difference in the world by offering life-changing travel experiences to travelers from the US and abroad.
We are seeking a skilled IT Support Coordinator to manage and enhance our technical support operations. The ideal candidate will play an important role on a small but dedicated and supportive team of IT admins and will be a close collaborator possessing strong communication skills, a deep understanding of IT systems, and a passion for providing excellent service to our hostels, staff, and guests. The IT Support Coordinator responds to desktop and networking support calls, manages user accounts and role-based permissions, and coordinates and provides technology training.
This is a full-time position and comes with:
- Health/Vision/Dental Insurance w/Family Coverage Options
- 403B Retirement Plan with Employer Matching
- Health & Dependent Care Flexible Spending Accounts Available
- Paid Vacation Days
- Paid Sick Days & Floating Holidays
- Employee Assistance Program
- Career Development Opportunities
- Free Hostel Stays & Employee Discounts
- A Supportive Work Environment & Amazing Colleagues
Location/Schedule:
- Employee must be located in the vicinity of HI USA Headquarters in Silver Spring, MD, or one of the following HI USA hostel locations: Boston, NY, San Francisco
- Remote work from home with trips to office/hostel as necessary for meetings and hands-on support.
- Occasional travel required.
- Must be able to work evenings and weekends (typically one weekend day). May be asked to work “on-call” shifts as required.
Responsibilities:
- Set up new user accounts and provide necessary technical onboarding.
- Provide frontline technical assistance to resolve hardware, software, and network issues for employees.
- Coordinate IT support activities, including ticket triaging, assigning tasks, and ensuring timely issue resolution.
- Maintain comprehensive documentation of troubleshooting procedures, FAQs, and solutions to streamline support processes.
- Conduct online and on-location training sessions to empower employees with core IT knowledge and best practices.
- Collaborate with cross-functional teams to implement system upgrades, new software, and hardware deployments.
- Manage support requests through email, online portal, and phone using ticketing software.
- Troubleshoot and triage cloud applications, desktop applications, operating systems, on-premises equipment, VoIP, and networking issues with the support of Network and Systems Administrators.
- Perform basic network security administration when needed.
- Maintain and enforce technology policies, best practices, and procedures as determined by the VP, IT.
- Other duties as assigned.
Skills/Qualifications:
- 2+ years proven experience in IT support or a related role, demonstrating troubleshooting expertise.
- Associate’s/bachelor’s degree in an Information Technology field a plus.
- Exceptional communication skills to effectively assist users with varying technical expertise.
- Strong organizational skills to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Dedication to delivering high-quality customer service and a proactive approach to problem-solving.
- Proficiency in Windows and Mac OS, hardware troubleshooting, networking concepts, and familiarity with ticketing systems.
- Relevant certifications (e.g. A+ Network+ and Security+) are a plus.
- Experience with Microsoft Office 365, Active Directory, ConnectWise endpoint management, and Dell equipment preferred.
- Experience working productively in a remote/hybrid setting at a geographically dispersed organization a plus.
