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Date Posted: June 05, 2012 Job Title: Sr. Help Desk Technician Category: 11 Employer: amfAR Location: New York, NY
Description:
amfAR, The Foundation for AIDS Research, is seeking a dynamic and strategic Sr. Help Desk Technician.
amfAR is one of the world’s leading nonprofit organizations dedicated to the support of AIDS research, HIV prevention, treatment education, and the advocacy of sound AIDS-related public policy. Since 1985, amfAR has invested more than $307 million in its programs and has awarded grants to more than 2,000 research teams worldwide.
TITLE: Senior Help Desk Technician DEPARTMENT: Information Technology Services LOCATION: New York REPORTS TO: Director, Information Technology Services
PRIMARY FUNCTION:
Provides computer software applications support to all Foundation computer users. Ultimately responsible for the Foundation’s Help Desk, and provides advanced support for daily technology questions and problems. Assists in the daily operation of the Information Technology of the Foundation. Committed to the use of innovative technology to further organizational goals and improve staff efficiency.
DUTIES AND RESPONSIBILITIES:
Research, resolve, and respond to highly complex questions or issues. Act at the highest level of escalation for user problems, performing advanced troubleshooting where required.
Provides advanced Help Desk support to computer users in all amfAR offices including Bangkok, DC and other off-site locations.
Provides primary software and hardware support at the workstation and basic network level.
Responsible for maintaining Help Desk performance within the ITS Service Level Agreement (SLA) minimum service standards.
Provides backup for the Help Desk Technician to develop and conduct computer orientation sessions for new employees, long-term temporaries, and volunteers. Works with the Chief Technology Officer to coordinate on and off-site computer training as required.
Maintains software knowledge and expertise in order to provide skilled and current software information and support to the Foundation staff.
Assists in safeguarding the security and integrity of amfAR=s information systems at all times. Monitor user trends and report issues that may impact Foundation security or information use policies.
Coordinate user and support issues among Foundation staff to ensure solutions that result in a positive impact on user satisfaction and productivity.
Analyzes requirements and recommends new purchases as needed. Places orders and receives new hardware and software as directed by the Chief Technology Officer.
Assists Director, ITS with network backups, including changing, recording and archiving of tapes. Oversees off-site storage of backup tapes.
Maintains contact as needed with consultants, vendors, and remote offices to support ITS operations.
Sets up technology in temporary remote offices and works with the Events Department on remote events as needed.
QUALIFICATIONS:
Two-year degree or equivalent experience, and two years of work in an information systems environment that includes training and support of users in a corporate or educational setting. Demonstrated excellent user knowledge of PC-based computers and basic networking and Microsoft Windows operating systems, plus expertise in Microsoft Office products and leading internet browsers. Experience must be in a Microsoft Windows network environment including Active Directory, and MAC OS knowledge is helpful. Proven problem solving ability and excellent communications skills; capable of extensive walking in the office and on outside errands, plus able to lift equipment and supplies of up to 30 pounds. Ability to speak French or Italian is helpful. Flexibility required to undertake occasional travel assignments. Knowledge of HIV/AIDS issues preferred.
Interested applicants should send their cover letter, resume, salary requirements tojobsrp@amfar.org.
