Job description
Hart Research Associates, one of the nation’s leading public research firms, is seeking a talented tech problem-solver to provide basic help desk support to our busy hybrid workforce.
ABOUT US:
Hart Research Associates is one of the nation’s leading public opinion research firms, specializing in political polling for Democratic candidates and survey research for progressive causes, public affairs, education, media, as well as a variety of corporate interests. Known and respected for our quality, depth of experience and rigor, Hart Research Associates provides its clients with decisive strategic guidance using a variety of specialized qualitative and quantitative research methodologies. Take a look at our website for more details on our work and our clients.
Hart Research values a diverse workplace and strongly encourages candidates across race, gender, religion, identity, and experience to apply: our research is enhanced by diverse voices and perspectives.
About You:
You are a hard-working, flexible, and talented individual with a can-do approach. You are looking for a flexible schedule, a job that provides variety, and you thrive in a fast-paced, hardworking hybrid work environment. You bring skills including:
- Working toward or have achieved a degree in computer science.
- Prior help desk or technical assistance experience with demonstrated ability to function in a non-scripted helpdesk environment.
- Proficient in the use of online and remote-connecting software and live online chat support tools
- Excellent customer service skills
- Aptitude for problem-solving
- Working knowledge of Windows and Apple desktop systems, utilities, and scripting
- Working knowledge of WordPress
- Excellent time and task management skills
- Ability to focus and follow-through to the resolution of issues
- Superb written communication skills to ensure proper recording of all customer interactions and closure of all presented issues as well as prepare accurate, clear, and timely reporting
- Team player, ready to work with a dedicated and fast-moving team
About the Job:
The Technology Support Specialist is a new position designed to provide basic end-user support to our workforce of 40 (hybrid) employees. Reporting to our head of IT, this position requires the ability to diagnose, identify, research, and troubleshoot a variety of issues and provide patient and efficient assistance pertaining to software, hardware, networking, and printing. This position offers the potential for substantial professional growth in terms of skills and technical knowledge. Specific duties include:
- Handling customer technical support cases through phone and email submission
- Escalating unresolved incidents/service requests within agreed timescales
- Documenting relevant incident/service request details per help desk procedures
- Conducting routine hardware and software maintenance, upgrades and support
- Setting up equipment, user accounts and access for new employees
- Lifting, unpacking, moving computer equipment as needed
- Providing basic training for end-users on new software programs (MS 365, Outlook, Adobe, Zoom) and data security protocols
- Maintain and delete old files from server
- Creating an inventory of technology equipment and tracking distribution to users
- Updating the company website
- Evaluating system potential through assessing compatibility of new programs with existing programs
- Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
- Maintaining system functionality by testing computer components
- Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
- Maintain client confidence by keeping their information confidential
- Preparing reference material for users by drafting operation instructions
- Special projects as assigned
During COVID, all positions at Hart Research Associates are hybrid but this job will eventually be onsite in our Washington, DC offices. The environmental factors and/or physical requirements of this position include the following: While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to go up and down multiple flights of stairs, and the ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and ability to use a keyboard. The employee frequently is required to be in one position for long periods of screen use, reach with hands and arms, talk and hear both in person and over devices. The employee interacts in close spaces and frequently with other workers, vendors, and clients. The position works in an office environment with artificial light and air.
Flexible work from home options available.
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