IT Support Technician II

Overview

Join the HJF Team... HJF is seeking an IT Support Technician II to provide support to employees or internal customers in resolving complex or escalated technology issues. Responsible for the day-to-day operation of request and incidents that are facilitated via the Service Desk to support HJF employees. This includes support of Mac/PCs, Printers, Network connectivity, and Telephony and Audio/Video collaboration systems. This position will be in support of HJF's Information Technology Services. The Henry M. Jackson Foundation for the Advancement of Military Medicine (HJF) is a nonprofit organization dedicated to advancing military medicine. We serve military, medical, academic and government clients by administering, managing, and supporting preeminent scientific programs that benefit members of the armed forces and civilians alike. Since its founding in 1983, HJF has served as a vital link between the military medical community and its federal and private partners. HJF's support and administrative capabilities allow military medical researchers and clinicians to maintain their scientific focus and accomplish their research goals. Responsibilities • Provide Tier 2 IT support to HJF employees globally. • Administer user accounts on IT systems such as Active Directory, G-Suite, etc. • Manage desktop support tickets ensuring support SLAs are met. • Administer core Microsoft Active Directory, DHCP, DNS, Print and File shares. • Support Macs and Windows PCs in an enterprise environment. • Work with technology vendors to facilitate equipment repair or troubleshooting. • May perform other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for role.

Qualifications

Education and Experience • High School Diploma or GED is required. Bachelor’s Degree and/or vocational or technical training preferred. • Minimum of 3-5 years of experience required. At least 1 year of helpdesk support experience. Required Knowledge, Skills and Abilities • Experience supporting Windows and MacOS in an enterprise environment. • Experience with Helpdesk ticketing software. • Ability to write documentation on problems, resolution, and other support notes. • Experience using Microsoft 365, Exchange, Active Directory, and other Microsoft enterprise products. • Experience with networking, including accessing switches and performing commands in a CLI. • Imaging Apple Macs and Windows PC. • Outstanding customer service skills. Physical Capabilities • Lifting: Requires lifting materials over 25 lbs. • Ability to stand or sit at a computer for prolonged periods. • Ability to climb, pull, and lift heavy objects. Work Environment • This position will take place primarily in an office setting. • This is a hybrid position that will require an on-site presence three days/week. Some HJF employees are required to be fully vaccinated against COVID-19. Proof of vaccination or an approved religious or medical accommodation will be required. Employment with HJF is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, education and credentials, a criminal background check, and a department of motor vehicle (DMV) check if applicable. Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer Apply Job!