ABOUT OCEAN CONSERVANCY

Ocean Conservancy works to protect the ocean from today’s greatest global challenges. Together with our partners, we create evidence-based solutions for a healthy ocean and the wildlife and communities that depend on it.

POSITION SUMMARY

The Help Desk Technician provides technical information technology support to Ocean Conservancy’s hybrid workforce. The employee in this position will be primarily responsible for providing friendly, trustworthy support that enables staff to use technology effectively, as well as for the maintenance, configuration, installation of hardware and software and reliable operation of computers. They also provide support to the Senior IT Administrator and the IT partner to continuously improve and keep up with the IT business needs of the organization and network security. The Help Desk Technician is vital for delivering a customer experience that is consistent with the organization’s brand, mission and purpose. They deliver value to the institution by quickly addressing technical issues, providing excellent customer service and building positive relationships with end users. Doing this helps deliver impact for the organization and our ocean.  

PRIMARY RESPONSIBILITIES

Issue Resolution and Customer Service

• Provide timely response and resolution to end-user incidents and service requests.
• Demonstrate consistency in following processes thoroughly and completing service requests and incidents, with a special emphasis on documentation and notes.
• Identify recurring technical issues and collaboratively escalate to Senior IT Administrator and/or to partner engineers to find a permanent solution.
• Work collaboratively with other members of the IT team to resolve end-user issues.
• Gather and communicate relevant information when escalating issues.
• Develop professional working relationships with end users to better understand business needs, ensuring timely follow-up with end users and, when necessary, the entire IT team.
• Set proper expectations with end users about resolving their issues, explaining technical concepts in a non-technical manner.

Technical Support

• Troubleshoot and resolve most end user technical issues; provide a detailed log of work done before escalating issues to the next tier.
• Identify the root cause of reported problems and determine necessary escalations and/or reporting. Provide a detailed log of issue and work done before escalating issues to the next tier.
• Troubleshoot and resolve back-end technical issues including Wi-Fi, equipment connectivity, networking, virus infections and other advanced connectivity issues.
• Provide system administration for local and cloud-based systems.
• Conduct Office 365 account setups, password resets, disable and enable accounts.
• Manage Active Directory users, groups and other elements.
• Understand account creation and permissions management in Box.
• Exercise the ability to support Office applications on different platforms.
• Follow established IT policies and standards to deliver high-quality service and contribute to creating new policies.
• Maintain professional and technical knowledge by networking with colleagues in the same space and attending conferences and workshops.
• Perform other related work as needed.

REQUIRED SKILLS/QUALIFICATIONS/EXPERIENCE

• At least four years of work experience as a help desk analyst or technician with demonstrated technical and customer-service experience.
• Strong understanding of connectivity and internet-related issues.
• Proficiency in Microsoft Office package software is essential.
• Basic understanding and working knowledge of macOS.
• Solid understanding of managing third-party Software-as-a-Service (SaaS) tools such as Okta, Box, Zoom, etc.; power user skillset with the ability to pass on knowledge to end users.
• Ability to quickly learn new technologies, systems and platforms and consistently solve technical issues remotely.
• Strong troubleshooting skills, detail-oriented with proven analytical and problem-solving abilities.
• Excellent communication skills, both verbal and written.
• Outstanding customer service skills and customer-focused approach with a high degree of responsiveness and a passion for client satisfaction.
• Excellent time management skills, able to prioritize tasks, work on multiple tasks simultaneously, and work with minimal supervision.
• Ability to work well in a team environment.
• Must be dependable and demonstrate the ability to maintain confidentiality of information.
• Must be able to adapt to changes in the work environment, manage competing demands and be able to deal with frequent changes, delays or unexpected events.
• A “roll-up your sleeves” self-starter with a take-ownership attitude and a results-oriented approach.
• Ability and willingness to accommodate minimal domestic travel when required (5-10% of the time).
• Ability to bend down, pushcart and lift up to 50 lbs. as necessary for equipment installations, workstation set-ups, furniture moving, etc.
• Ability to work in the office up to three days/week from 8:30 AM – 5:00 PM, with the flexibility to work outside standard office hours and weekends as necessary.

EDUCATION/TRAINING

• Bachelor’s degree in information technology or equivalent substantial work experience.
• HDI Customer Service Representative (HDI-CSR) or HDI Support Center Analyst (HDI-SCA) highly preferred.
• Microsoft Windows server or Office 365 certification highly preferred.

COMPENSATION

Ocean Conservancy is committed to equity in its pay practices and posts expected hiring ranges for each of its positions. Salary minimum is $58,092; salary midpoint is $72,512. The midpoint represents the market rate for a position, and a fully experienced employee may be paid at this level. Compensation will be commensurate with the candidate’s specialty skills, years of experience, location and unique background.  We would welcome the opportunity to connect with potential candidates whose salary requirements may be outside of the expected hiring range.

TO APPLY

If you think you’d be a great fit for the job and are interested in joining Ocean conservancy’s team, please apply here.

HYBRID WORK ENVIRONMENT

Ocean Conservancy embraces a hybrid work environment, which allows our staff the flexibility to work virtually and in-person while building strong connections across the institution.

Ocean Conservancy is an equal opportunity employer.