Help Desk Technician
About The Position
The Help Desk Technician provides technical support and guidance to Council on Foreign Relations staff on computer systems, software applications, mobile devices, and telephone systems. The role also supports institutional meetings and functions, relocates and connects workstations and networking equipment, and configures and repairs computer and networking equipment. This is a full-time position based in CFR’s Washington, DC office, with onsite work at least four days per week. Tuesdays, Wednesdays, and Thursdays are institutional anchor days when all staff are required onsite. CFR’s remote-working schedule may change.
Requirements
- Bachelor of Arts degree in computer science, IT, or a related field.
- At least one year of experience in a help desk or technical support role.
- Solid understanding of computer hardware, software, operating systems, and networking concepts.
- Familiarity with Microsoft applications.
- Excellent interpersonal and communication skills.
- Ability to analyze and evaluate user-reported problems, identify patterns, and apply technical knowledge to develop effective solutions.
- Ability to work independently and solve problems, with strong critical-thinking skills.
- Exceptional organizational skills, strong follow-through, and attention to detail.
- Willingness to learn and adapt to modern technologies, software applications, and industry trends, including through self-study, certifications, and training programs.
- Ability to lift and carry equipment weighing up to 50 pounds.
Nice To Haves
- Familiarity with MacOS.
Responsibilities
- Provide first-tier technical support and assistance to CFR staff.
- Diagnose and resolve technical issues reported by users, providing guidance on hardware, software, network, and other technology-related issues.
- Log and track support requests in the help desk ticketing system and maintain detailed records of user interactions, problems, troubleshooting steps, and solutions.
- Maintain and configure computer software and hardware, including installing and updating applications, troubleshooting hardware malfunctions, performing routine maintenance, and applying security patches.
- Collaborate with network administrators, system administrators, cybersecurity analysts, and other IT professionals to resolve complex issues.
- Maintain software and hardware asset inventory.
- Assist with relocating computer equipment.
- Build technical knowledge through department-sponsored training and reading industry-related publications.
- Provide on-call help desk support one weekend per quarter.
Benefits
- Award-winning health and wellness program.
- On-site fitness center.
- Generous leave policies.
- Health insurance programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
