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SHRM’s Diversity Commitment

SHRM’s Diversity Commitment

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SHRM Associate, Service Desk in Alexandria, Virginia

Associate, Service Desk

1800 Duke St, Alexandria, VA 22314, USA

Req #353

Monday, March 28, 2022

At SHRM, we are committed to making work, workers and workplaces better through insights-driven policy solutions, learning and development, thought leadership and research. We are shaping the ways employers and employees thrive together. SHRM is empowering our more than 300,000+ members, including HR professionals, business executives, and people managers, to lead as strategic business partners and effective stewards of workplace culture, business productivity, and employee engagement.

The Service Desk Associate supports and maintains information technologies and processes to meet the needs of SHRM and its affiliates. The position provides support to end-users on a variety of software and technical related issues and escalates support requests as necessary.

Position Summary

  • Supports SHRM workstation, mobile, and remote environments.

  • Performs Service Desk duties, which are heavily focused on personal interaction coupled with exceptional customer service.

  • Troubleshoots and provides timely resolution for hardware and software issues.

  • Assists in service desk process flow including incident, request, and problem escalation and follow through.

  • Assists and works with the Network & Systems Operations team in daily duties that impact staff.

  • Leads conference IT support at remote locations.

  • Remotely supports teleworkers, international employees, traveling staff, and field workers.

  • Assists in maintenance of Active Directory, WSUS, CRM, Call Systems and other tools regularly used by the Service Desk and network and system operations team.

  • Researches and evaluates new products.

  • Provides A/V support for conference rooms.

  • Performs other duties as needed.

Position Qualifications

  • Required

  • High school diploma

  • At least two years of hands on experience in the support of multi-user hybrid Windows/Mac environment.

  • Working knowledge of common software and OS packages including Office365, Windows 7 - 10, and macOS.

  • Working knowledge of ITIL-based ticketing systems, Active Directory, basic networking concepts, and collaboration tools.

  • Ability to research hardware and software issues.

  • Excellent verbal, written and interpersonal skills.

  • Superb customer service skills.

  • Ability to multi-task in a fast paced environment.

  • Preferred

  • Bachelor’s degree or combination of equivalent technical courses and work experience.

  • A/V equipment setup and support

  • Knowledge of the Adobe Creative Suite of products

Physical Requirements

  • Must be able to perform essential duties satisfactorily with reasonable accommodations.

  • Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

Work Environment

  • Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

  • Travel Required: Occasional 0-10%

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

  • Job Family Technology - Service Desk

  • Job Function Business Development & Support Functions

  • Pay Type Hourly

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  • 1800 Duke St, Alexandria, VA 22314, USA