Help Desk Technician

Council on Foreign Relations; Washington (District of Columbia); On-site; USD 63,000 - 67,000; Full time

Benefits offered by this job

Health insurance

On-site fitness center

Generous leave policies

Job summary

The Council on Foreign Relations is seeking a Help Desk Technician to support CFR staff with hardware, software, mobile devices, and telephone systems. The role includes relocating workstations and networking gear, and ensuring systems stay up-to-date with security patches.

This full-time position is based in Washington, DC, with onsite days four days per week; remote work may be scheduled in the future. The compensation range is $63,000 to $67,000 annually.

Qualifications

• BA in computer science, IT, or related field.
• At least one year of experience in a help desk or technical support role.
• Solid understanding of computer hardware, software, operating systems, and networking concepts.
• Familiarity with Microsoft applications; familiarity with MacOS is a plus.

Responsibilities

• Provide first-tier technical support and assistance to CFR staff.
• Diagnose and resolve technical issues reported by users; guide on hardware, software, network, or other tech issues.
• Log and track support requests in the help desk system with detailed records of interactions and solutions.
• Maintain and configure software/hardware systems; install updates and security patches.

Skills

Technical support

Communication skills

Independent problem solving

Attention to detail

Education

BA in Computer Science / IT or related field

Job description

Position Summary

The Help Desk Technician is responsible for providing technical support and guidance to CFR staff in computer systems, software applications, mobile devices, and telephone systems. They will also be responsible for providing technical support for institutional meetings and functions, physically relocating and connecting workstations and networking equipment, and configuring and repairing computer and networking equipment.

This full-time position is based in CFR's Washington DC, at least four days per week. Tuesdays, Wednesdays, and Thursdays are considered institutional anchor days where all staff are required to be onsite. CFR's remote working schedule is subject to change.

Essential Functions/Responsibilities

• Provide first-tier technical support and assistance to CFR staff.
• Diagnose and resolve technical issues reported by users. Provide guidance and support to users who require assistance with hardware, software, network, or other technology-related issues.
• Logging and tracking support requests in the help desk ticketing system. Maintain detailed records of user interactions, including the nature of the problem, steps taken to resolve it, and any solutions provided.
• Maintaining and configuring computer software and hardware systems. This includes installing and updating software applications, troubleshooting hardware malfunctions, performing routine maintenance tasks, and ensuring systems are up to date with the latest security patches.
• Collaborate with other IT professionals, such as network administrators, system administrators, and cybersecurity analysts, to help resolve complex issues.
• Maintain software and hardware asset inventory.
• Assist with the relocation of computer equipment.
• Build on technical knowledge base through department sponsored training and reading of industry-related publications.

Minimum Qualifications

Education & Experience

• BA in computer science, IT, or related field
• At least one year of experience in a help desk or technical support role
• Possess a solid understanding of computer hardware, software, operating systems, and networking concepts.
• Familiarity with Microsoft applications required; familiarity with MacOS is a plus

Related Skills & Other Requirements

• Excellent interpersonal and communication skills
• The ability to analyze and evaluate user-reported problems, identify patterns, and apply technical knowledge to develop effective solutions.
• Ability to work independently with proven ability to problem solve; strong critical thinking skills
• Exceptional organizational skills, along with strong follow-through and attention to detail
• A willingness to learn and adapt to modern technologies, software applications, and industry trends. Keeping up with advancements through self-study, certifications, and training programs
• Ability to provide on-call help desk support one weekend per quarter
• Ability to lift and carry equipment up to 50 pounds in weight

Compensation and Benefits

• The full-time annual compensation range for this position is $63,000.00 – $67,000.00, depending on experience.
• In addition to competitive salaries, the Council on Foreign Relations offers a benefits package that is among the best offered by nonprofit institutions today, including an award-winning health and wellness program, an on-site fitness center, and generous leave policies and health insurance programs.

About CFR

The Council on Foreign Relations (CFR) is committed to fostering a foreign policy community in the United States that is more representative of American society, recognizing that diverse backgrounds and perspectives contribute to broader, more informed participation in the foreign policy debate and lead to an enhanced understanding of the world and the United States' role therein. To that end, CFR is dedicated to continuing to advance diversity, equity, and inclusion throughout its work and workplace by building a more diverse membership and staff, producing and dispensing thoughtful analysis on a broad range of foreign policy issues, and developing relevant, wide-reaching programming that also serves to expand the foreign policy talent pipeline to underrepresented populations.