Help Desk Support Administrator - Temporay

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 to users. This role involves managing hardware, software, and network systems, ensuring excellent customer service, and conducting training for new employees. Ideal candidates will have a degree in computer science or equivalent experience, along with strong communication skills.

Qualifications

• 2 years of Help Desk experience can substitute for the degree.
• Proficiency in support via video chat, email, chat, and phone.

Responsibilities

• Provide first and second-level technical support for hardware and software.
• Maintain records of all support requests in the ticketing database.
• Conduct training during new employee orientations.

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, we save and heal lives by honoring donated gifts and serving patients. We collaborate with medical, scientific, and 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 provides first and second-level support to internal and external end-users across the company. This role supports hardware and applications for remote and on-site employees, maintains diverse network systems and applications, and 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, delivering excellent customer service support.
• Provide first and second-level technical support via various communication platforms for hardware (laptops, desktops, mobile devices), software, network issues, and other technical problems.
• Diagnose and resolve technical and network-related issues, triaging based on severity, and following up to ensure resolution.
• Maintain records of all support requests in the ticketing database, ensuring prompt and professional responses.
• Assist with hardware and software support, maintaining expertise in all software applications and interfaces.
• Configure hardware and software for new hires.
• Conduct training during new employee orientations.
• Provide company-wide technical training on new processes and applications.
• Create and maintain distribution and security groups.
• Manage active directory and network access across the organization.
• Assist in administering network systems and projects, performing additional duties as assigned.

Qualifications

• Associate's degree in computer science or a certificate in computer technology from an accredited institution.
• Alternatively, 2 years of Help Desk experience can substitute for the 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.
• Ability to conduct group training on technical processes.

Benefits Information