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Title

Senior Help Desk Specialist  

Description

The Senior Help Desk Specialist position provides help desk support to NBCC, Inc. and Affiliates by working with our IT team and our clients to achieve our organization’s goals. The position requires a hands-on professional with an ability to translate our organizational needs into client-friendly functions related to Senior Tech/Help Desk/Network Support via phone, in person, email, and remote access.

Essential Duties and Responsibilities

The following duties and responsibilities are a summary of the essential functions of the job. Other duties might be performed, both major and minor, which are not mentioned below. Specific activities could change periodically.

• Manages phone calls, emails, and service tickets for help desk organization’s needs. Responds to employee needs with technical solutions in an expedient manner.

• Manages and maintains a system of redundant backups to minimize the potential loss of data given any foreseeable disaster scenario while minimizing the cost of the system.

• Responds to problems that prevent employees from doing their jobs. This involves diagnosing hardware and software problems.

• Deploys and maintains organization’s information technology systems, which include Microsoft Server, Terminal Server, LAN with workstations, laptops, VOIP office phones, Spectrum telephony, Mobile iPhones, Wi-Fi networks, fax machines, webcams, digital copy machines, printers, and security systems.

• Responsible for router, switch, and access point configuration and installation.

• Handles advanced software troubleshooting and fixes as well as computer hardware diagnosis and repair.

• Assists with server maintenance and replacement.

• May assist with malware remediation.

• Responsible for the configuration and installation of workstations, laptops, printers, and other network devices.

• Creates and maintains detailed procedures for backup and restore, hardware and software installation, connection issues, and resolving other common problems.

• Maintains inventory of hardware and software and licenses of copyrighted material up to date with actual deployment.

• Provides planning and advice in the future acquisition of hardware and software.

• Stays up to date with the industry standards to make recommendations for IT Department help desk needs.

• Researches new technologies and evaluates and recommends those that will make the company become more efficient, provide better service, or otherwise be more competitive.

• Engages in constant communication with colleagues.

• Demonstrates strong teamwork skills.

• Assists other IT team members with help desk ticket issues, acts as senior member of team.

• Other duties as assigned.

 
Position Requirements

Minimum Qualifications

• Associate degree in computer science or related field and a minimum of three years of help desk experience or

• High school diploma and a minimum of five years of help desk experience

• Expertise with managing Microsoft operating system environments

• Experience with remote user support

• Expertise with hardware and operating systems troubleshooting and repair

• Experience installing and configuring networks and network devices

• Experience with VPN

• Familiarity with standard business software (Microsoft 365 suite of applications)

• Ability to solve technical issues independently, able to multi-task and document in detail

• Strong problem-solving skills, ability to communicate with various stakeholders.

Preferred Qualifications

• MCP/MCSE/MCSA or currently working toward certification

• Experience in a small team environment and/or the sole IT desktop support provider

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

• Normal work hours, Monday–Friday.

• Occasional maintenance after hours. Must be flexible in non-emergency situations.

• While not officially “on-call,” would like off hours contact info for emergency use (where defined as work stoppage due to a technical failure).

• Vacation time to be scheduled so as not to leave company without someone that can act as a substitute.

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

• Regularly required to sit and use hands.

• Regularly required to bend at the knees and waist.

• Ability to pick up and move equipment up to 50 lbs.

• Frequently required to talk or hear.

• Required to reach with hands and arms.

 
Full-Time/Part-Time Full-Time  
Shift Days  
Exempt/Non-Exempt Non-Exempt  
Open Date 6/21/2021  
Location National Board for Certified Counselors  
About the Organization The National Board for Certified Counselors (NBCC) is a not-for-profit, independent certification organization whose primary purposes are to establish and administer a national certification system and to identify qualified counselors who have voluntarily sought and obtained NBCC board certification. The organizational mission is to advance counseling as the premier certification body of the profession with the vision of enhancing society worldwide through quality counseling. NBCC and Affiliates is composed of three organizational affiliates: The National Board for Certified Counselors (NBCC), the Center for Credentialing & Education (CCE), and the NBCC Foundation (NBCCF).

NBCC and Affiliates has operations and partnerships in approximately 40 countries providing professional certifications, occupational credentials, training programs, educational activities, and public mental health services through institutes and residencies. Over 66,000 board certified counselors serve the public and advance mental health efforts across the globe. With a portfolio of nine credentials related to professional counseling, mental health, addictions, human services, and career development, NBCC and Affiliates seeks to expand the professional capacity of counselors and human service professionals.

NBCC's primary organizational functions relate to the development and operation of quality credentialing, certification, and quality assurance programs. CCE creates and administers other occupational programs, including education and training activities, and leverages credentials to best serve communities. Additionally, CCE provides management services for associations, boards, agencies, and other organizational clients. NBCCF administers programs focused on capacity building, the expansion of access to mental health services in underserved and never-served communities, and the development of high-quality professional development resources for counselors.  
EOE Statement NBCC and Affiliates is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.  

This position is currently accepting applications.

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