Helpdesk Tier 1

At Fors Marsh, we combine the power of science and strategy to improve people’s lives. Each day, we work with institutions and organizations that seek to disrupt markets, understand and influence behavior, drive action on a national scale, and create positive impact. Our approach extends far beyond our client portfolio—as a certified B Corporation and a 2020 Greenbook Top 50 Market Research Company, we make a difference in our community through corporate-sponsored employee volunteer programs and pro bono partnerships with values-aligned nonprofits. Most importantly, as a 2019-2023 Top Workplace, we are committed to putting people first and foster a culture that reflects that commitment. We are proud to be an equal opportunity employer, and we celebrate diversity and inclusivity as the foundation of a healthy, successful, and innovative work environment. Join us, and together we can work to ensure a better tomorrow.

Fors Marsh is seeking a Helpdesk Tier 1 candidate. This individual would work in Arlington, VA supporting internal members. This job is best suited for an individual who is flexible, has initiative, and organized.

Responsibilities include:

• Provide IT support to employees and contractors involving laptops, VPN, Printers, VoIP, or network, software, etc.

• Providing technical and multiform support across the company (in person, over the phone, or remote session)

• Coordinate, diagnose and troubleshoot incoming tickets in a timely fashion.

• Provide timely resolution or escalation on behalf of customer to appropriate personnel.

• Regularly respond in an informative and concise way to service issues and requests

• Perform and maintain workstations with new/replaced equipment in an office environment.

• Responsible for creating, monitor, and maintaining asset inventory

• Install and configure computer software, hardware, systems, networks, printers and scanners

• Testing and documenting procedure of new technology

• Document relevant tasks as an SOP and upload to Fors Marsh’s Knowledge base.

Qualifications:

• Minimum Bachelor’s degree or equivalent combination of education & IT experience

• Knowledge of Windows 10 environments

• Knowledge of Adobe Pro, Creative Cloud, Office 365 Suite.

• Worked with SharePoint/TEAMS/Outlook

• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.

• Excellent written and verbal communication skills

• Problem-solving ability to diagnose and resolve basic technical issues

• High level of professionalism and ability to maintain confidentiality

• Ability to work in-office 3 days a week, 8:00AM to 4:00PM or 9:00AM to 5:00PM at our Arlington, VA corporate office

• Ability to cover 1-2 weekends a month for critical tickets only

• COVID-19 vaccination required for any employees present in the office

• Must be a US citizen and consent to a full background check.

• Must be able to obtain a Security Clearance

Preferred Qualifications:

• Experience with Active Directory and account management

• CompTIA or Microsoft Certifications

• Experience with folder permissions and inheritance

• knowledge of MDT, PDQ, powershell, CMD

• Knowledge in remote access, LAN/WAN networking including routers, switches and firewalls

• Knowledge of MacOS

We Offer:

Our benefits typically meet or exceed our competitors’ packages. Ways we are unique?

• Ability to make an impact on people’s lives, both internal and external to the organization.

• Top-tier health, dental, vision, and long and short-term disability coverage all covered at 100% for employee coverage.

• Remote work.

• Our company culture, which values balance and allows each employee to take leave as they require it to balance the responsibilities of both their work and home lives without worrying about depleting their available leave hours.

• We provide a floating holiday bank so you can celebrate the days you value.

• Generous matching retirement contributions and no vesting period starting the third month of employment.

• Dedicated training and development budgets to expand your expertise and grow your skillset.

• You can volunteer your way with paid time off.

• You can participate in Fors Marsh staff-led affinity groups.

• Our employees receive product and service discounts through the certified B Corp network.

Salary: $52,000-$55,000

Location: Arlington, VA (Hybrid schedule).

EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran