Desktop Support Technician - Girl Scouts of the USA : Job Details

GIRL SCOUTS OF THE USA

Founded in 1912, Girl Scouts of the USA is the preeminent leadership development organization for girls, with 2.5 million members1.8 million girls and 800,000 adults. Girl Scouts is the leading authority on girls healthy development, and builds girls of courage, confidence, and character who make the world a better place. Today, and spanning coast to coast and across the globe, Girl Scouts of the USA is the largest girl focused organization in the United States and a household recognized brand. Many know the organization from its iconic Girl Scout Cookies (yes, theyre delicious!), but Girl Scouts is so much more.

As a mission driven nonprofit organization, Girl Scouts of the USA has been championing girls as they discover their dreams and work together to change the world. From navigating a rocky hiking trail to advocating for climate justice, Girl Scouts of all backgrounds and abilities can be themselves unapologetically as they rise to meet new challenges and discover the issues that matter most to them. GSUSA describes themselves as a team of doers, innovators, problem-solvers, creators, and dreamers collaborating to support Girl Scouts in 111 local chapters and 152 countries and engaging 50 million alumni.

Everything Girl Scouts do builds their curiosity, kindness, and can-do spirit. The Girl Scout community means girls are building their self-confidence by making friends, finding adventure, giving back to their communities, gaining leadership skills, having fun, and earning awards for their achievements. Notably, Girl Scouts of the USA believes their programs should positively impact not girls, but their families too.

Thats why 91% of caregivers say Girl Scouts is welcoming to families of all kinds; 83% of families say Girl Scouts connects them to something bigger; and 8 in 10 families say they value being part of the larger troop community. Engagement with Girl Scouts USA means better academic, social, and leadership outcomes for girls and their networks.

Hybrid - Rotating schedule 3 days in NYC office

The IT division sets technology vision, strategy, goals and performance measures to fulfill and advance the Movements business objectives. IT directs traditional information technology functions, as well as enhances business value with innovative, technology-based solutions. The teams in this division include: Products, Platforms and Services; Enterprise Architecture; Enterprise Data, Analytics and Reporting; Information Security and Compliance; IT Operations, and IT Finance. The team collaborates closely with all other communities at GSUSA as well as with external vendors.

POSITION SUMMARY

The Technician - Desktop Support reports to the Director, Help Desk & Desktop Technology and will act as a team member supporting GSUSA staff technology needs. Ensure tickets are resolved and incidents are closed in accordance to set SLA guidelines, in accordance with ITIL practices and GSUSA IT policies and procedure.

Duties will include troubleshooting and maintaining technology for the end user environment for the Girl Scouts of the USA (GSUSA) national headquarters staff and external offices by responding to calls, emails, on-site service request support, and operational support of desktop and laptop computers, printers, applications, and mobile devices. She/he maintains and ensures the operational stability of desktops and various business applications via deployment of software packages, updates and patches for operating systems, antivirus utilities and productivity software. She/he may assist in providing support for phones, automatic call distribution queues, extensions and administering voice mailboxes. Works closely with other technical teams to resolve issues.

ESSENTIAL RESPONSIBILITIES - Primary duties of the position

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides 1st and 2nd level IT technical diagnostics and MAC support of hardware and productivity software used by end-users such as electronic mail, spreadsheets, word processing, and online collaborative tools and evaluates, test and integrates upgrades, as needed.
• Ensures customer focus by providing excellent customer service and follow-up on all service requests and incidents reported into the help desk. Utilizes ticketing system to record and resolve issues efficiently and effectively and in a timely manner.
• Works in accordance with standard operating procedures, adheres to all Information and Technologys policies, procedures, and guidelines including but not limited to proper change control protocols and general ITIL practices.
• Provides excellent customer service and follow-up on Executive Team requests and incidents reported into the help desk.
• Provides excellent customer service and follow-up on off-site event support.
• Resolves and escalates IT issues under guidelines set by management through the appropriate support chain. Works closely with the Director, Help Desk & Desktop Technology.
• Participates in review meetings with support team(s) to keep abreast of known technical errors, resolutions, ongoing tasks/assignments, and projects that affect IT services and support environments.
• Serves as a liaison with external service providers and vendors to ensure timely procurement of inventory parts, support and/or services, when applicable.
• Researches new technology to maintain technical proficiency and familiarity with the latest tools and technology solutions available in the IT industry.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

REQUIRED COMPETENCIES

Staff supports others and/or executing standardized processes (including all non-exempt staff).

Excellent verbal and interpersonal skills to assist all levels of customers in resolving issues over the phone, by email, and in-person skills.

Communicate urgent support issues to manager timely and address gaps in operations as needed.

Proven experience troubleshooting and supporting end user technology, mobile devices, TCP/IP networks and client server environments.

Demonstrated experience using Remedyforce, Magic or similar enterprise ticket tracking software for request processing and incident handling.

Demonstrated diagnostic, analytical, and troubleshooting skills in Windows and MacOS X systems and current Microsoft Office applications. Knowledge of Apple products is helpful.

Advance knowledge of, and experience with, various computer hardware such as desktops, laptop computers, printers, and conferencing systems.

Excellent verbal and interpersonal skills to assist all levels of customers in resolving issues over the phone, by email, and in-person.

Demonstrated experience working independently with minimal supervision in a collaborative team environment.

Demonstrated experience handling multiple simultaneous projects working well under pressure and meeting shifting organizational priorities under tight and conflicting deadlines

REQUIRED TECHNICAL SKILLS

Demonstrated experience using Remedyforce, Magic or similar enterprise ticket tracking software for request processing, incident handling, and change management processes.

Demonstrated diagnostic, analytical, and troubleshooting skills in Windows and MacOS systems.

Knowledge of Apple products

Microsoft Office Professional Suite with emphasis on Microsoft Teams configuration and support.

Advance knowledge of, and experience with, various computer hardware such as desktops, laptop computers, printers and conferencing systems.

Experience troubleshooting and supporting mobile devices.

REQUIRED EDUCATION AND EXPERIENCE (i.e., degrees, certifications)

Degree or Equivalent Experience:

Bachelor's degree in Computer Science or related field or equivalent technical experience.

Minimum Years of Experience:

Minimum 3 years of combined IT level 1 and level 2 support experience for onsite and remote end-users in a mid-sized organization.

Minimum 3 years desktop OS/hardware troubleshooting.

Required Field of Study:

IT Management or related field

Certifications Requirements:

Technical desktop certifications are a plus Microsoft Fundamental Certifications (Microsoft 365 and Security), ITIL 4 Foundations, or related.

SALARY RANGE: $42,000 - $74,000

This represents the present low and high end of the pay range for this position. Actual pay will vary based on various factors, including but not limited to experience.

FEATURED BENEFITS:

What We Offer:

Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes:

Paid Time Off:?

GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays, and year-round early closures on Fridays and preceding most holiday weekends. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.

Other Benefits:

• Medical and Behavioral Health Coverage

• Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
• Both plans include GSUSA partial subsidy of premium costs
• Dental and vision coverage

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
• Company-paid life insurance
• Flexible work arrangements
• 12 weeks of paid parental leave
• 401(K) with company match
• Sick leave
• Short- and Long-Term Disability for salary continuation
• Health and Wellness Classes and Activities throughout the year
• Access to Employee Engagement Groups

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to lift (25 lbs.) and install equipment.

WORK ENVIRONMENT: This job operates in a professional office environment.

POSITION TYPE / EXPECTED HOURS OF WORK: This is a full-time position. Days and hours of work are Monday through Friday with a 40 hour per week schedule. Occasional evening and weekend work may be required as job duties demand.

AAP/EEO Statement: GSUSA is an equal employment opportunity employer.