Habitat for Humanity International (HFHI) is seeking a Specialist, Technical Support. This position will work with a team of engineers supporting IT Infrastructure, including desktop/laptop infrastructure and business applications. This position will be based in HFHI’s Administrative Headquarters, located in Atlanta, GA.
Responsibilities to include:
*Perform research and analysis necessary for developing appropriate recommendations regarding hardware/software configurations, policy standards, user needs, and the capabilities/ limitations of hardware and software.
*Participate in development of and/or serve as technical lead for IT Infrastructure projects that include geographically diverse locations and support groups, including vendors/partners.
*Recommend hardware and software solutions, including new acquisitions and upgrades. Provide the required detail analysis for solutions (requirements, cost, any impacts, etc.)
*Conduct training programs designed to educate the organization's computer users about basic and specialized applications.
*Act as the Subject Mater Expert (SME) in installation, configuring, and troubleshooting end-user desktop and laptop systems.
*Participate in technology refresh activities and planning, perform desktop/laptop roll-out, manage user desktops/laptops, and perform updates as needed or when specified.
*Provide IT service delivery & customer service support for all HFHI HQ and Remote offices and HFHI events.
*Provide Service level 2/3 support to ensure all assigned tickets meet internal and external Service Level Agreement (SLA) and Key Performance Goal (KPG) requirements.
*Maintains passwords, data integrity, file system security and images for the desktop environment.
*Provide Tier 1 administrative support for key business applications.
*Participate in team meetings, including status reports, meeting minutes, needs assessments, issues logs and change management process and procedures.
*Analyze processes, recommend process improvement and write formal documentation.
*Bachelor’s Degree in Computer Science or associated field preferred
*3+ years experience working in an IT Service Desk environment, using ticket tracking systems.
*3+ years as SME supporting Windows and Mac Operating Systems and Office Applications, including Win7, Mac OSX, Office 2007, Office 2012, and associated hardware and systems management tools (WSUS, SCCM, Trouble Ticketing systems, etc.)
*MCSA, MOS, A+ or other applicable certifications preferred.
*Ability to work independently as well as in a fast paced, team oriented environment
*Technical skills, including: Networking, Windows applications, application administration, Mac OSX and advanced PC troubleshooting skills
*Strong verbal, writing and presentations skills
*Demonstrated proficiency in analytical and problem solving skills
*Demonstrated experience in project/task management with customer deliverables
*Demonstrated experience supporting enterprise client / server applications
*Experience working in geographically diverse environments
*Experience working with people at diverse levels and from different departments
*Ability to execute on multiple project deliverables and manage multiple problems
*Ability to handle conflict resolution and priority issues with customers
*Strong organizational skills with the ability to work on several different tasks at once
Candidates please cut and paste your cover letter and resume as one document into our applicant tracking system, when applying.
HFHI is an equal opportunity employer, and seeks to employ and assign the best qualified personnel for all our positions in a manner that does not unlawfully discriminate against any person because of race, color, religion, gender, marital status, age, national origin, physical or mental disability, sexual orientation, veteran/reserve national guard status, or any other status or characteristic protected by law.