Job details

Service Desk Technician II

Great benefits. Competitive pay. We know these are some of the things people look for in a job.

But if you’re the kind of person who also cares about making an impact and serving our nation’s wounded warriors and their families, then you’re exactly the kind of person we’re looking for. When you join Wounded Warrior Project, you’re committing to making a difference. We make a commitment to you too – helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At Wounded Warrior Project we recognize our mission cannot be accomplished without our talented teammates, which is why we’re proud to offer benefits such as:

A flexible hybrid work schedule (3 days in office, 2 days’ work from home)
Full medical, dental and vision coverage for both teammates AND family members
Competitive pay and performance incentives
A fun, mission focused and collaborative team environment

A mission that matters is just the beginning, so if you’re ready to get started, we’re ready for you.

Wounded Warrior Project’s (WWP) IT Service Desk Technician supports teammates by providing technical assistance and support related to WWP computer systems, hardware, and software. The goal of the IT Service Desk Technician is to ensure service requests are responded to efficiently and effectively via telephone, utilizing remote support tools, or in-person.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Organize the WWP Help Desk so that all incoming WWP support calls are dealt with in a timely and effective manner
Prioritize outstanding IT support calls and schedule in order of prioritization to the relevant IT Support Technicians
Analyze and resolve urgent first-line support calls when escalated via the WWP Help Desk
Promote best practices in the use of IT hardware and software
Provide advice and demonstrate use of software and hardware to end-users
Keep all WWP hardware safe and secure
Monitor status of WAN links and carry out basic investigations prior to reporting any issues to WWP Senior Management
Input new system users onto the WWP Help Desk system contacts database and maintain existing information ensuring it is correct and up to date
Input new system users onto the organization domain, e-mail system, and proxy servers within set timescales and ensure existing system users’ information is correct and up to date
Liaise with third party support organizations for repairs/replacements
Perform IT installations, configurations, and troubleshoot computer hardware and software in accordance with IT Services standards
Perform the daily file server backup checks
Perform system administration and support of IT Help Desk System
Liaise with staff as to the status of their existing calls
Liaise with third party support suppliers to resolve support calls that require actions from them
Provide feedback to Senior IT Staff regarding potential staff desktop training requirements
Participate in WWP meetings / review meetings or locality site meetings and provide feedback as required
Monitors and recommends best practices procedures for all users accessing WWP technical resources
Perform preventive maintenance as recommend by Microsoft standards on all desktops computers
Other related duties as assigned

KNOWLEDGE, SKILLS, & ABILITIES:

Intermediate operating knowledge of and experience with personal computers, Macintosh computers, servers, peripherals, Windows, Mac OS, and Microsoft Office
Operating knowledge of typical office equipment, such as CISCO VOIP telephones, copier, fax machine, E-mail, etc. required within three (3) months after entering position
Advanced computer troubleshooting, analysis, critical thinking and problem solving skills
Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
Experience with a trouble-ticketing system
Experience with mobile device support, iPhone/iPad Support, desktop imaging and security patching
Effectively manage multiple priorities with a strong attention to detail in a fast paced environment
Excellent oral and written communication skills
Organized, diligent, and able to troubleshoot, problem-solve, and prioritize
Commitment to helping a highly successful organization implement systems to support significant growth
Strong organizational and time management skills with a highly developed attention to detail
Highly motivated

EDUCATION & EXPERIENCE REQUIREMENTS:

High school diploma or equivalent required
Associates degree with an IT concentration preferred
Three (3) years’ experience utilizing a variety of computer hardware, software, and networking required

CERTIFICATIONS & LICENSURE:

CompTIA A+ Certification strongly preferred
CompTIA Network+ Certification preferred
CompTIA Security+ Certification preferred

PHYSICAL REQUIREMENTS & ESTIMATED FREQUENCY:

Walking: Intermittently
Speaking: Intermittently
Hearing: Intermittently
Vision: Frequently
Sitting for extended periods: Frequently
Standing for extended periods: Intermittently
Extended periods viewing computer screen: Frequently
Lifting/carrying up to 20 pounds various items: Intermittently
Lifting/carrying more than 20 pounds various items: Rarely
Pushing/Pulling: Rarely
Bending/Stooping: Rarely
Reaching/Grasping/Manual Dexterity: Rarely
Writing: Intermittently
Climbing: Rarely
Exposure to outdoor elements: Rarely
Travel: Up to 25%

ca-cb

Wounded Warrior Project® is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law.

Please note:
Wounded Warrior Project is not seeking assistance or accepting unsolicited resumes from search firms without a written search agreement in place. All resumes submitted by search firms to any employee at Wounded Warrior Project via email, the Internet or directly to hiring managers at Wounded Warrior Project in any form without a valid written search agreement in place will be deemed the sole property of Wounded Warrior Project, and no fee will be paid in the event the candidate is hired by Wounded Warrior Project as a result of the referral or through other means."

Wounded Warrior Project Glassdoor Company Review

3.5