Senior Help Desk Analyst
Lifesaver, hero—this is how your customers and teammates describe you. You are the first line of defense for users, closing tickets more quickly than they arrive. When someone is in need of technical support, who are they going to call? You, of course. But, you also want to impact the organization level. Diagnosing and troubleshooting issues is step one. Identifying root causes for organization-wide process improvements—this is where you take on the role of superhero. We are looking for an experienced technician who can translate technical knowledge into action. Join us and help lead our organization through our next phase of growth and impact. Duties & Responsibilities: • Acts as a liaison providing critical client base support to internal staff members • Diagnoses technical needs and develops an understanding of root issues • Collaborates with the operations and technology team to execute on requests • Takes ownership and ensures proper processes are documented for efficient support • Escalates unresolved issues to the appropriate technical support partners • Documents all requests in an issue tracking tool • Shares knowledge and proactively identifies the needs of the organization Qualifications & Requirements: • 6+ years of professional experience required • Basic understanding of Active Directory, hardware, operating systems, client-side networking • Knowledge in installing and supporting Microsoft Office products • Strong organizational, time management and communication skills • Experience and understanding of delivery quality customer service • Strong critical thinking skills • Ability to adapt quickly and respond in a fast pace changing work environment. • Ability to work independently as needed • Ability to work in a team environment to standardize and improve processes, and sharing knowledge and bring value to the team • Energetic and displays the ability to go above and beyond normal day-to-day expectations as situation arise • Continually seeks for ways to bring innovative ideas to the workplace Exceptional candidates will also have the following qualifications: • BA in CS or MIS, MCP, MCDST, or MSCE certification preferred • Demonstrated supervisory experience is preferred Benefits of Working at the Charles Koch Institute • Flexible and fulfilling work arrangements • 401(k) matching • Comprehensive health, vision, and dental benefits • Full spectrum of life and disability insurance • Vacation, sick, and holiday pay • Eight weeks paid primary caregiver leave • Flexible Spending Accounts • Continual professional training • Organization-sponsored team-building activities • Company discounts for employees in more than 24 categories, including entertainment, travel, food, and sports • Located just one block from the Court House Metro Station • Metro benefits or paid parking in building garage • Newly designed space maximizes natural light and includes collaborative areas and quiet work stations • Fitness facilities, wellness rooms, and dry cleaning available in the building • Casual Fridays EOE/M/F/D/V The Charles Koch Institute and Charles Koch Foundation are working to advance a free society that best achieves long-term peace, civility, and well-being. We do this by supporting universities, non-profits, and professional training programs to find the ideas and talent that will stimulate a movement and change the world. Because here, your life’s work matters.