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Job Title: Help Desk Associate
Job Location: DC: Washington
Pay Rate: Open
Job Length: full time
Start Date: 2008-05-14

Company Name: American Institute for Research
Contact: Recruiter
Phone: email only please
Fax: email only please

Description: Help Desk Associate

Job ID: 5446 # Positions: 1 Location: US-Washington, DC Experience (Years): .. Posted Date: 04-16-08 Category: Information Technology/All

Apply for this job: Your application choices are: * Apply for this jobonline More information about this job: Overview: The American Institutes for Research (AIR) is one of the largest behavioral and social science research organizations in the world. Our overriding goal is to use the best science available to bring the most effective ideas and approaches to enhancing everyday life. We have been helping to make a difference in the areas of education, student as-sessment, individual and organization performance, health research and communications, human development, workplace equity and statistical research methods. For us, making the world a better place is not wishful thinking. It is the goal that drives us. We are currently seeking a Help Desk Associate to join our IT department.

Responsibilities: The Help Desk Associate is primarily responsible for providing intermediate to advanced technical support to American Institutes for Research (AIR) employees in a helpdesk environment as well as configure and maintain AIR computing equipment inventory. Responsibilities include: ? Assist all AIR employees with hardware, software, technical and functional support. This includes, but is not limited to, recording problem calls in AIRs call tracking software (Numara Footprints) and escalation of employee calls to the next technical or management level if unable to resolve promptly; ? Provide intermediate to advanced creative solutions to customer problems to ensure customer productivity and satisfaction; ? Ability to follow established AIR processes and procedures; ? Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, and other developmental approaches; ? Research, resolve, and respond to complex questions received via telephone calls (inbound and outbound), letters, faxes, voicemail, email and callbacks in a timely and professional manner, in accordance with current AIR standards and policies; ? Acquire and maintain current knowledge of relevant technology and IT products, services, and support policies in order to provide technically accurate solutions to end-users; ? Provides operational support to department by assisting with documentation, inventory control, invoicing, and similar duties. ? Develop technical documentation and training materials as requested. ? Maintain and grow knowledge of relevant technology and IT products, services, and support policies to provide technically accurate solutions to employees. ? Perform all other duties and responsibilities as assigned to meet AIRs changing business needs.

Qualifications: ? Minimum 2 year Associates degree with 6 years relevant experience required. Bachelors degree and 3 years experience preferred. ? Minimum two years customer service experience on a help desk performing key activities. ? Ability to follow instructions, processes, and procedures. ? Ability to manage multiple open issues and projects in a timely and detailed fashion. ? Strong written and verbal communication skills. Accurate and thorough documentation skills are essential. ? Ability to present company standards while providing a high level of customer service to internal client base. ? Solid troubleshooting knowledge of PCs, Microsoft Operating Systems, networking (TCP/IP), and various PC applications (MS Office 2003, Outlook, Windows XP, Windows 2000, etc.). ? Must be able to work independently and with a team. ? Accurate and thorough documentation skills are essential. ? Occasional shift work including evenings, holidays, and weekends may be required. ? A+ and MCSE certifications a plus PHYSICAL REQUIREMENTS: ? This position is in an office setting that requires minimal physical abilities. The ability to lift a PC or monitor may be required. Some local travel may be required.

Please refer to Job code airdc-5446 when responding to this ad.

For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/1386679.html?source=ng to apply online.

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