Help Desk Support Administrator - Temporay

Musculoskeletal Transplant Foundation; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading nonprofit organization is seeking a Helpdesk Support Administrator to provide first and second-level technical support for hardware and software. This temporary role involves assisting remote and on-site employees, maintaining network systems, and delivering excellent customer service.

Qualifications

• Two years of help desk experience in lieu of a degree.
• Proficiency in support via video chat, email, chat, and phone.

Responsibilities

• Serve as the primary point of contact for the IT team company-wide.
• Provide first and second-level technical support for hardware and software.
• Maintain records of all support requests in the ticketing system.

Skills

Customer Service

Communication

Technical Support

Education

Associate's 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 various clinical applications, positively impacting lives worldwide. As a global nonprofit organization dedicated to saving and healing lives by honoring donated gifts and serving patients, we collaborate with medical, scientific, and organ and tissue donation communities.

Our goal is to do what's right for patients, surgeons, tissue donors, and their families, guided by our principles.

The Helpdesk Support Administrator is responsible for providing first and second-level internal and external end-user support across the company. This role involves supporting hardware and application platforms for remote and on-site employees, maintaining diverse network systems and applications on multiple platforms, and administering the 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, delivering excellent customer service support.
• Provide first and second-level technical support for hardware, software, network issues, and other technical problems via various communication channels.
• Diagnose and resolve technical and network-related issues, triage cases based on severity, and follow up until resolution.
• Maintain records of all support requests in the ticketing system, ensuring prompt and professional responses.
• Assist with hardware and software support, maintaining expertise in all relevant software applications and interfaces.
• Configure hardware and software for new hires.
• Conduct training during new employee orientations and provide ongoing technical training on new processes and applications.
• Create and manage distribution and security groups.
• Maintain active directory and company-wide network access.
• Assist in administering network systems and projects, and perform additional duties as assigned.

Qualifications

• Associate's degree in computer science or a certificate in computer technology from an accredited institution, or
• Two years of help desk experience in lieu of a degree.
• 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 applications and printers, and provide group training on technical processes.

Benefits Information