Jobs and Careers

The Experience Lab Helpdesk Senior Associate (Onsite, Nashville)

United Statesfull_timeVerifiedPosted 26 Nov 2024

About the role

Main areas of focus: IT systems access controls, security, customer service, SaaS provisioning, staff issue triage, documentation, training, AV support, Network Administration.Location: Nashville, TN and the surrounding areasEligibility: charity: water hires from all 50 U.S. states. At this time, we are only considering candidates who are eligible to work in the United States without the need of company sponsorship now or in the future. JOB HIGHLIGHTYou'll support our amazing staff in the Lab and online, maintain our internal systems, Audio Visual equipment, and local network. JOB SUMMARYAs Lab Helpdesk Manager, you’ll play an integral role on our IT Admin team to support our amazing staff and be jointly responsible for the provisioning of our many internal systems. You'll be the go-to for operations-level incidents and work closely with our on-site and remote staff. You’ll also be responsible for maintaining our service level agreements for end-user support relating to Helpdesk service both independently and in coordination with the VP of IT and other members of IT. You’ll ensure compliance with our cybersecurity practices, and conduct trainings and education opportunities to help raise awareness and aptitude of our user base. You’ll ensure uptime for our local network and AV systems within our Lab office. YOU’LL BE RESPONSIBLE FOR…● Managing the support desk queue and being the first responder in coordination with the rest of the team● Supporting AV and networking issues for our onsite staff● Being a superuser and contributing to maintaining our internal systems● Assisting with and, in some cases, leading any new and upgraded applications and systems● Spearheading IT support where applicable● Managing equipment procurement via our vendor partnerships● Developing and leading staff training sessions, and creating learning plans for departments● Assisting in managing IT on-boarding and off-boarding processes● Contributing to the procedural documentation of our Helpdesk Knowledgebase, Reference Guides, and systems administration● Managing our internal equipment and inventory systems● Supporting technology aspects of special events in the Lab and externally YOU MUST HAVE…● Bachelor’s degree or equivalent experience● 3-4 years of IT experience● Knowledge of troubleshooting and repairing macOS, Windows 10, Android, iOS operating systems● Heavy exposure to macOS, as we are a Mac organization with only a few Windows machines● Experience maintaining Okta or other IdP/SSO services● GSuite Administration knowledge● SaaS management experience● Networking: LAN, WAP, WAN● Practical knowledge of AV systems and supporting them in office settings● Experience with hardware/software troubleshooting MDF equipment including Firewall, Wireless controller, routing, and switching● Interest in the charitable giving/nonprofit sector YOU’LL BE SUCCESSFUL IF...You have a great “desk side” manner and take point on systems issuesYou find ways to keep the situation relaxed whether fixing a critical or non-essential problem. You put the user and their experience first in every situation. You're a technologistYou seek out the latest and greatest technology and get excited about analyzing and advocating its usefulness to the mission. You’re a problem solverYou find a solution even if it’s your first encounter with a particular scenario. Leaving problems unsolved bothers you. You ask questionsYou’re ready to admit when you don’t know and open for suggestions from your teammates. You self-motivate in finding and applying solutions and have the tools and experience to seek and find what you need. You have a first one in, last one out mentalityAs part of the Operations team, we ensure