Help Desk Engineer (Information Technology)

Overview:
Since 1963 and in 148 countries, ACDI/VOCA has empowered people in developing and transitional nations to succeed in the global economy. Based in Washington, D.C., ACDI/VOCA is a nonprofit international development organization that designs and delivers technical and management solutions in agriculture, economic growth, and resilience to promote economic prosperity and social inclusion. Beyond our competitive compensation, full array of insurances, generous 401(k) plan, parental leave, commuter subsidy, career development, we also offer a vibrant, friendly, diverse, inclusive, passionate, and inspiring work environment.

Work with ACDI/VOCA Headquarters and Field office staff by providing user administration support at the desktop, cloud, 3rd party applications, and network account management.

Support the infrastructure and network team as required to trouble-shoot services in HQ and in the field. Administer the organizations help desk ticketing software and triage work tickets.

Bachelors degree required

in computer science or other relevant field. Masters degree preferred. Additional years of experience will be considered in lieu of an advanced degree.
Minimum four (4) years of relevant work experience

providing Level 1 through 3 user support.
Minimum three (3) years of experience in the Microsoft Office 365 technology stack.
Must be authorized to work in the U.S.

without requiring company sponsorship.

The salary range for this position is

$61,174 to $79,446 ; candidate's relevant experience and skills, as well as our internal equity, will be considered before an offer is extended. This role is

a hybrid position

based in

Washington, D.C. , with a requirement for

2-3 days of in-office work .

Responsibilities:
Provide user administration in Active Directory, Office 365, and other ACDI/VOCA software tools.
Manage and report on Help Desk ticketing system, familiarity with Fresh Desk a plus.
Maintaining hardware and software inventory.
Provide training and instruction to staff on the use of ACDI/VOCA tools.
Install software on user machines.
Diagnose and resolve basic user issues on ACDI/VOCA hardware and software, including Windows 10 and 11, and Microsoft Office 365.
Perform minor hardware repairs and install peripheral equipment.
Diagnose and resolve user issues with printers.
Assist users in setting up audio-visual tools in conference rooms.
Other duties
Support and enhance the company's culture of diversity, equity, and inclusion and align with our corporate values by treating others with respect and congeniality.
Ability to host or attend in-person meetings when required.
Other duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. While the requirements listed below are representative of the knowledge, skills, and/or ability required; reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Bachelors degree required in computer science or other relevant field. Masters degree preferred. Additional years of experience will be considered in lieu of an advanced degree.
Minimum four (4) years of relevant work experience providing Level 1 through 3 user support.
Minimum three (3) years of experience in the Microsoft Office 365 technology stack.
Demonstrated interest in international development topics preferred.
Proficiency in multi-media applications, Excel, Word, PowerPoint, and other Microsoft programs.
Familiarity with O365 admin portal and Azure administration
Fluency in English required. Professional proficiency in French or Spanish preferred.
Excellent verbal and written communication skills required.
Must be available during core business hours and/or operating hours for international time differences; flexibility to work more hours when needed.
Flexibility to work in office based on work demands.
Must adhere to our company's Health Safety Code of Conduct and demonstrate the organization's commitment to sustaining a healthy and safe work environment.

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