Helpdesk Support Specialist

Association Headquarters is seeking an IT Help Desk Support professional to provide technical assistance to end users and ensure smooth day-to-day IT operations. This role involves troubleshooting hardware and software issues supporting user accounts and delivering excellent
customer service.

Top Requirements:

Experience:

• 2-5 years of IT Help Desk or technical support experience (preferred)
• Experience supporting both remote and onsite users

Technical Skills:

• Strong knowledge of Windows and/or macOS environments
• Hands-on experience with Microsoft 365 (Outlook Teams SharePoint) and/or Google Workspace
• Basic understanding of networking concepts (Wi-Fi VPN DNS TCP/IP)
• Familiarity with endpoint security tools (e.g. antivirus MFA device management)

Support Skills:

• Ability to troubleshoot hardware software and user access issues
• Experience with ticketing systems (e.g. Jira ServiceNow Solarwinds)
• Strong problem-solving and time management skills

Communication:

• Excellent verbal and written communication skills
• Strong customer service mindset and ability to support non-technical users

Other Qualifications:

• Ability to work independently and as part of a team
• Local candidate preferred (for onsite support)
• Relevant certifications (A Network or similar) are a plus

MEASUREMENT OF SUCCESS

• Successfully meets deadlines
• Proactively alerts Supervisors to challenges or concerns related to delivery of service
• Proactively suggests solutions to challenges encountered
• Effectively self-reviews work product and produces limited errors
• Help Desk Response Time within AH SLA commitments
• Achieve greater than 75% satisfaction in Help Desk survey
• Properly documents and adheres to department life cycle management practices

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/ EXPERIENCE/REQUIRED PROFICIENCIES

• Bachelors or Associates degree preferred or commensurate experience. High school diploma required
• 1-3 years of IT experience preferred.
• Must demonstrate ability to organize and respond to users and a ticketing system.
• Requires being on call and the ability to respond to emergency issues during off hours.
• Service Desk Support experience in Windows environments. Mac environments are a plus.
• Commitment to providing and maintaining highest level of customer service
• Outstanding interpersonal and teamwork skills.
• Effective oral and written communication skills.
• A knack for problem solving.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• Ability to adhere to a schedule of customer appointments while adapting to dynamic customer requests.
• Some experience in application support in addition to infrastructure support.
• Experience with migration/upgrading systems from legacy to newer workstations preferred.

APPLICATION INSTRUCTIONS:

In order to be considered for this position the online application must be submitted along with an updated resume. All applicable fields on the application are required.

What we offer - Employee Company Benefits

• Hybrid / Flexible work schedules available
• Medical Dental and Vision
• Company paid basic life insurance short-term and long-term disability
• Voluntary Life Insurance - Employee Paid
• AFLAC available
• Paid Time Off (PTO) accrual and Paid holidays
• 401k retirement plan available
• On-site Fitness Center open 24/7
• Gym reimbursement program
• Training and Development opportunities

What sets us apart

• Named Best Place to Work by Philadelphia Business Journal 9 Times - based on a survey conducted of our employees
• Industry Leader - Most credentialed AMC and the 1st AMC to be Customer Service Certified by the Customer Service Institute of America

Who is AH

AH is a professional services firm that specializes in helping non-profit organizations achieve their mission create value and advance their causes industries and professions. We have four main divisions within AH - a full-service Association Management Company; a Marketing and Communications Agency (MarCom); a Meetings & Events Management Team; and a division that focuses on other custom solutions such as strategic planning website builds database integrations accounting services staff recruitment credentialing management public affairs and lobbying and growing non-dues revenue.

Our Diversity Equity & Inclusion Statement

Association Headquarters is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to the following; race creed color national origin nationality ethnicity ancestry age sex (including pregnancy) family status marital/civil union status religion domestic partnership status affectional or sexual orientation gender identity and expression atypical hereditary cellular or blood trait genetic information liability for military service and mental or physical disability (including perceived disability and AIDS and HIV status) language national origin political affiliation socio-economic status and other characteristics that make our employees unique.

For more information visit connect with AH on Facebook on YouTube and follow on Twitter.

Required Experience:

IC