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Tier 1, 2 Mac Helpdesk Technician

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Food & Water Watch is a leading national consumer advocacy organization that runs dynamic, cutting edge programs challenging the corporate control of our food and water resources. Since 2005, we have won significant victories to protect our food and water. Headquartered in Washington DC, Food & Water Watch has offices and employees in several locations around the country.


The Tier 1 help desk associate will handle the day to day technical tasks at Food & Water Watch. The position is a junior level position with room for growth. The perspective associate will be working directly with the System Administrator and work closely with users on technical issues as well as maintaining a healthy user directory in an all Mac environment. At least one year of prior related experience is required as well as a bachelors degree in a related field. Must be easy to work with and have a customer service oriented mindset when dealing with end users. (This is not a phone support or call center position)


Specific Responsibilities:


1.Responding to trouble calls, tasking tickets, and maintaining a trouble call system to identify chronic problem areas and measure services effectiveness.


2.Planning, scheduling, and implementing annual desktop workstation and network printer hardware upgrade according to replacement cycle.


3.Installing, configuring, and mentoring end users on standard, commercially available products, such as, MS Office suite, electronic mail and web browsers.


4.Configuring and installing network-related equipment, including VoIP telephones.


5.Configuring, installing and maintenance of all new and existing computer hardware.


6.Maintenance of all peripheral devices throughout the organization.


7.Establishing and maintaining file directories and user accounts.


8.Configuring, installing, and monitoring software and security updates for all servers and workstations.


9.Providing demonstrations, training and documentation concerning newly installed hardware/software.


10.Provides emergency on-call support on a rotating schedule.


11.Respect the confidentiality of Food & Water Watch's data in all mediums.


12.Ability to design, build, and implement new web applications.


13.Other duties as assigned.




Education: College degree required. ACSP certification a plus.


Experience: One year Mac help desk experience.


Knowledge: MS software. Desktop hardware/software configuration and installation. All Mac hardware and software configuration and installation. Exchange/Outlook experience is required. Knowledge on help desk operation is required. Knowledge of databases, online activism and email listserves helpful. Knowledge of Open Directory (OD) is helpful, but not required. Knowledge on Kerberos (KDC) is helpful, but not required.


Skills: Excellent communication skills; strong interpersonal skills. Customer service orientation.


Capabilities: Ability to work well with a wide variety of people and to coordinate diverse tasks.


Conditions: Long hours possible, occasional travel possible.


Please send a resume, cover letter, and three references to jobs@fwwatch.org. Position open until filled. Food & Water Watch strives for a diverse work environment and encourages women, people of color, LGBTQ individuals, and differently-abled people to apply.

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