Help Desk Support Administrator - Temporary

Musculoskeletal Transplant Foundation; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading nonprofit organization is seeking a Helpdesk Support Administrator to provide first- and second-level support for internal and external users. The role involves managing hardware and software support, maintaining network systems, and ensuring excellent customer service. This temporary position requires strong communication skills and technical proficiency, particularly with Microsoft Office Suite. Ideal candidates will have an associate degree or relevant help desk experience.

Qualifications

• 2 years of help desk experience as a substitute for education.
• Proficiency in support via video chat, email, chat, and phone.

Responsibilities

• Provide first- and second-level technical support to the organization.
• Maintain records of all support requests in the ticketing database.
• Conduct training during new hire orientation.

Skills

Customer Service

Communication

Technical Support

Education

Associate degree in computer science

Certificate in computer technology

Tools

Microsoft Office Suite

Job description

Overview

MTF Biologics processes tissue grafts from human donors used in a growing array of clinical applications, positively affecting lives worldwide. As a global nonprofit organization that saves and heals lives by honoring donated gifts and serving patients, we collaborate with medical, scientific, and organ and tissue donation communities.

Our goal is simple: do what's right for patients, surgeons, tissue donors, and their families through our guiding principles.

The Helpdesk Support Administrator is responsible for providing first- and second-level internal and external end-user support company-wide. This position supports various hardware and application platforms for remote and on-site employees, maintaining diverse network systems and applications across multiple platforms. The role also manages phone support and tracking systems for the IT Department.

Please note: this is a temporary assignment only.

Responsibilities

• Serve as the primary point of contact for the IT team company-wide, providing excellent customer service support.
• Provide first- and second-level technical support to the organization and clients via various communication platforms, addressing hardware issues (laptops, desktops, mobile devices), software, network environment, and other technical issues.
• Diagnose and resolve technical and network-related issues, triage cases based on severity, and follow up to ensure resolution.
• Maintain records of all support requests in the ticketing database, ensuring prompt and professional responses.
• Assist with software and hardware support, maintaining expert knowledge of all software applications and interfaces.
• Configure hardware and software for new hires.
• Conduct training during new hire orientation for new employees.
• Provide company-wide group and individual technical training on new processes and applications.
• Create and maintain distribution and security groups.
• Maintain active directory and company-wide network access.
• Assist in administering all network systems.
• Manage specific projects and perform additional duties as assigned.

Qualifications

• Associate degree in computer science or a certificate in computer technology from an accredited school, or 2 years of help desk experience as a substitute.
• Excellent customer service and communication skills.
• Proficiency in support via video chat, email, chat, and phone.
• Experience in updating and maintaining a ticketing system.
• Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook) and PC hardware support.
• Ability to configure various applications and printers.
• Ability to provide group training on technical processes.