Job Description

LOCAITON: Onsite, NRA Headquarters, M-F

SUMMARY: The Help Desk Technician will provide Association wide first line technical support requiring an excellent customer service skills and an aptitude for working with application/systems to undertake analysis, diagnosis and resolution of user problems. Pre-employment background and credit check is required.

ESSENTIAL RESPONSIBILITIES:
■ Answers internal calls regarding IT issues
■ Attempts low level trouble shooting of IT related problems
■ Escalates unresolved calls to appropriate specialist
■ Logs, troubleshoots and tracks problems to a successful conclusion, escalating complex problems to appropriate specialists
■ Performs routine distribution, installation and upgrades of applications
■ Develops and maintains documentation
■ Participates in department reporting
■ Creation and maintenance of file access rights, user accounts, groups and group memberships
■ Active Directory & Office 365 account administration
■ Documentation of authorizations
■ Perform other related activities as assigned

EDUCATION AND EXPERIENCE: Work requires an AA degree in a computer related field or equivalent IT experience. Help desk certification a plus. Experience providing support including hardware/software problem identification and resolution, problem tracking, hardware/software evaluation, testing and maintaining inventory.

KNOWLEDGE, SKILLS, AND ABILITIES: Self-planning and organizing skills, with multitasking abilities in an interrupt-driven environment. Flexibility and intuitive to anticipate customer needs. Excellent Customer Service skills. Experience with Active Directory and Office 365 a must. General operating use of Microsoft applications and Acrobat required.

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