At the Howard Hughes Medical Institute (HHMI), creativity and excellence are fundamental to our success. As one of the world's largest philanthropies, HHMI is a major force in advancing biomedical research and science education in the U.S. and beyond. We have an exciting opportunity for a Help Desk Technician to join our Information Technology department at our headquarters in Chevy Chase, MD.
The Help Desk Technician’s role is to support computer operation for scientific research, administrative and operational groups using a variety of hardware and operating systems (Macintosh, Windows, and Linux). This includes receiving, prioritizing, documenting, and actively resolving a wide range of help requests. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on, customer service oriented help at the desktop level.
Respond to incoming help requests from users via, phone, e-mail and ticket tracking system in a prompt and courteous manner
Document all information pertinent to help requests and their resolution
Accurately record and track hardware assets for inventory management purposes
Build rapport and proactively elicit problem details from users
Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team
Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization
Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software and configuring systems and application.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Bachelor’s Degree or currently pursuing a degree or two years related work experience
Related desktop support certifications a plus.
Knowledge of basic computer hardware, including Apple, Dell and Lenovo.
Experience with desktop operating systems, including Mac OS X, and Windows.
Extensive application support experience with Microsoft Office Suite.
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Strong documentation skills
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment.
Please include a cover letter and three references with your resume. Please include the job title in the subject line.
Howard Hughes Medical Institute - 15 months ago