Help Desk Technician

The mission of Thayer Leadership is to help build leaders of character by offering leadership and ethics education grounded in the United States Army leadership philosophy of “Be, Know, Do” and the United States Military Academy values of “Duty, Honor, Country,” in the inspirational venue of The Historic Thayer Hotel at West Point. In addition to our in-person offerings, due to COVID-19, we pivoted to deliver our powerful leadership experiences digitally through various platforms in order to continue to bring our clients the West Point experience from their respective locations. We are now delivering both in-person and virtual/online programs.

Diversity and Inclusion is important to Thayer Leadership. Our goal is to ensure the entire Thayer family (staff, partners, faculty, and clients) feel respected by embracing a culture of trust and inclusivity that acknowledges and celebrates our differences and commonalities.

Job Purpose

A Help Desk Technician is in charge of setting up, managing and troubleshooting the technology systems that a business uses. Duties also include responding to hardware problems, updating system software, and facilitating data and communications.

Duties of Role:

The Help Desk Technician will maintain and improve the technical systems of our company to ensure all employees have the technology they need to complete their work and the organization’s important files and information remain safe.

Responsibilities shall include:

• Ensuring all Thayer-owned IT equipment is in working order, including desktop/laptop computer systems, telecommunications (cellular phones/landlines), authorized software, printers, scanners, and accessories such as external hard drives
• Ensuring company-approved employees’ Bring Your Own Devices (BYOD), such as laptops, are supported with IT assistance for functionality when needed
• Assisting management in creating training materials pertaining to computer troubleshooting and usage
• Track inventory of company technology and equipment
• New user setup and orientation including installing and configuring workstations, software, network printing, etc.
• Resolving technical issues related to network interruptions
• Installing and configuring computer systems and applications within the company
• Administration, support, and configuration of MS Office O365 for staff
• Maintenance/sustainment of existing client SharePoint sites and sub-sites to include lists, document libraries, pages, workflows, and other items
• Coordinating with system administrators, external parties, and with the Thayer Hotel to ensure A/V systems, phones, and peripheral devices are operational and ready for program use
• Coordinating with other personnel on the IT team for information and assistance
• Providing advice and assistance regarding hardware and software purchasing and implementation
• Implementing and enforcing IT policies and procedures in coordination with the IT team and leadership.
• Continuously coordinating with IT Team and supervisor to ascertain priorities of work and the most efficient solutions.

Skills and Qualifications

• Experience working with and administering different operating systems including Windows 10/11 and Mac OS
• General networking knowledge
• Experience as a Microsoft 365 Global Administrator including familiarity with the Microsoft 365 Admin Center (Exchange, Azure Active Directory, Teams, and SharePoint) preferred
• Familiarity with Cyber security software (i.e., SOPHOS) preferred
• Familiarity with software and online applications such as Dropbox, Airtable, Zoom, DocuSign, Salesforce, and Adobe Creative Cloud preferred
• Familiarity in cloud infrastructure management preferred

Education

AAS Degree (Preference: Bachelor’s Degree)

On-the-job training may be required or preferred for candidates working with proprietary equipment or unique IT needs.

1-2 years of Help Desk Technician experience required.

Job Types: Full-time, Permanent

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person

Salary : $17 - $20