The service desk lead will be responsible for ensuring the quality and timeliness of service, monitoring and evaluating team performance, maintaining the help desk system and tools, and collaborating with other IT and business managers. The service desk lead will also recruit, train, and support the service desk team members, and ensures the adherence of professionalism and customer satisfaction. Provides support to end-users, internal users, or partners. Serves as the liaison between the IS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access. Also, provides first line support to end users for PC, server or mainframe applications, and hardware. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Prepares PCs for deployment and provide education and/or training to end user. Handles basic support of hardware, applications and operating systems, technical consultation and networking.

***This role will be fully onsite in our DC office***

Accountabilities:

• Provides first line support to end users for PC, server or mainframe applications, and hardware through troubleshooting.

• Simulates or recreate processes to resolve operating difficulties and recommending system modifications to improve performance.

• Interacts with networking services, software systems, and applications as appropriate for problem resolution.

• Prepares PCs for deployment and provide education and/or training.

• Assists in supporting and training company users about online communication services and client hardware and software operating environments.

• Serves as a productive project team member by completing assigned tasks.

• Performs software installations on company computers and configures applications as specified.

• Responds to help desk hotline and maintains accurate information within the IS tracking system.

• Assists in the evaluation of business problems, evaluates and recommends vendor packages, and implements required software.

• Establishes a positive relationship by demonstrating a sense of urgency in interactions with clients.

• Organizes and follows complex and/or detailed technical procedures.

• Performs hardware diagnostics for company computers and maintains partnerships with manufacturers and vendors.

• Proactively promotes positive customer relationships and mentor’s others to ensure customer satisfaction.

• Creates ad hoc work groups to analyze problems, develop solutions, and communicate solutions effectively.

• May lead projects that require directing the work of others and with some latitude on actions or decisions.

• May manage timelines and resources, and may lead implementation efforts to completion.

• Performs other duties as assigned.

Applied Knowledge & Skills:

• May lead projects that require directing the work of others and with some latitude on actions or decisions.

• May manage timelines and resources and may lead implementation efforts to completion.

• Exhibits in-depth knowledge of organization and relationships (formal and informal).

• Interprets and communicates information, ideas and instruction.

• Uses persuasion and negotiation to build cooperation and consensus towards decisions.

• Translates advanced technical issues into understandable terms for non-technical users.

Supervision Given/Received:

• Work is supervised and specific instructions are given for new activities or special assignments.

• Works independently and performs job with minimal supervision.

• May offer ideas and suggestions for improving efficiency, but does not change procedures without supervisor’s approval.

• Provides guidance and mentors lower level personnel.

• Acts as a team lead and may supervise others.

Qualifications:

• Bachelor’s Degree or its International Equivalent in Computer Engineering, Computer Science, Information Technologies or Related Field.

• 5+ years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.

• Prior work experience in a non-governmental organization (NGO) preferred.

• Experience as a team lead and/or supervising others.

• Advanced skills in MS Office Suite (Word, Outlook, Excel, PowerPoint, and Access) and data entry / accounting systems.

• Ability to multi-task and set priorities for self and manage time to achieve goals / complete projects on or ahead of due date.

• Understands the goals and objectives of the department, and own job standards.

• Prior asset management experience.

• Advanced customer service skills.

Typical Physical Demands:

• ***This role will be fully onsite in our DC office***

• Typical office environment.

• Ability to sit and stand for extended periods of time.

• Ability to move or lift 5 – 25 lbs.

Travel Requirements:

• Less than 10%

The expected hiring salary range for this role is listed below. FHI 360 pay ranges represent national averages that vary by geographic location. When determining an offer amount, FHI 360 factors in multiple considerations, including but not limited to: relevant years of experience and education possessed by the applicant, internal equity, business sector, and budget.

Base salary is only one component of our offer. FHI 360 contributes 12% of monthly base pay to a money purchase pension plan account. Additionally, all US based staff working full-time, which is calculated at 40 hours/week, receive 18 days of paid vacation per year, 12 sick days per year, and 11 holidays per year. Paid time off is reduced pro rata for employees working less than a full-time schedule.

Hiring Salary Range: $65,000 – $95,000

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.

Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.

FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.