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Helpdesk Support Technician

Who We Are

FIRST® is the world’s leading youth-serving nonprofit advancing STEM education outcomes and the development of 21st century life skills. For nearly 30 years, FIRST has evolved into a global movement by engaging millions of people with a proven game-changer for preparing kids to solve the world’s greatest problems. This legacy and opportunity is as strong and dynamic as ever, as FIRST creates the people who will change the world – today and tomorrow.

About this Role

We are seeking a Helpdesk Support Technician to play an integral role in providing FIRST employees with technology support.  In this role, the right candidate is responsible for using their knowledge of software, hardware and network platforms to ensure that all employees have the technology they need to get their work done. This includes providing support for all FIRST deployed applications and hardware and having the ability to troubleshoot and resolve user connectivity issues.  The ideal candidate will  maintain a high degree of tact, diplomacy, and accuracy while handling multiple competing demands providing high-quality customer service and promoting the FIRST ethos of Gracious Professionalism®.  Additionally, the right candidate will be working cross-team with other IT department colleagues on special projects and provide support to FIRST events.

In return, we promise a fast-paced, challenging, and rewarding environment where you will be part of a team that cares about each other and thrives on each other’s successes. You’ll feel good about the future of the world after doing hard work with the talented people at FIRST and will have a front row seat to our life changing programs.

Reports to: Manager, IT Operations.  This role is located in Manchester, NH

The Details

  • Provides a high level of customer service as the first line responder to requests for technical assistance received via the Helpdesk Portal, in-person, telephone or email.
  • Manages open tickets in conjunction with Helpdesk staff to prioritize assistance to meet the needs of FIRST staff.
  • Assists in the administration and maintenance of internal applications as well as operating systems.
  • Provides FIRST staff with technology support, and related cloud services for conference rooms and events.
  • Oversees hardware asset tracking.
  • Troubleshoots and resolves computer hardware, software, and network issues.
  • Reviews professional publications to remain current with technology trends and changes.
  • Prepares written communications, training materials, and support documentation.
  • Participates in departmental and company wide projects.

Qualifications and Experience:

  • Minimum 3 years of directly-related experience
  • Windows Active Directory
  • Windows OS (7 & 10)
  • Microsoft Office 365 and associated applications
  • Account management
  • Adobe Products
  • Cloud Services
  • Audio & Visual - projectors, Smart TV's, Speaker systems
  • GoToMeeting
  • VOIP
  • VMware
  • Sharepoint
  • Laptop, Desktop, and Tablet Hardware

Regular hours are 7:30 AM to 4:00 PM, however, varied work hours and travel are required to meet the operational and programmatic needs of the organization and may include occasional after hours, including weekend hours to respond to emergency issues.

Commitment to FIRST® Core Values:

         Discovery: We explore new skills and ideas.

         Innovation: We use creativity and persistence to solve problems.

         Impact:  We apply what we learn to improve our world.

         Inclusion: We respect each other and embrace our differences.

        Teamwork: We are stronger when we work together.

         Fun: We enjoy and celebrate what we do!

Thriving on our core values, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

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