IT Helpdesk II

American Foreign Service Protective Association • Washington, DC

6d • Hybrid

About The Position

First point of contact for AFSPA users, members, and partners seeking technical assistance. This role provides support, troubleshooting, and guidance to ensure efficient and professional service delivery while maintaining accurate documentation and metrics.

Requirements

• A high school diploma or equivalent is required.
• Candidates must meet at least one of the following: CompTIA A+ certification; Three years of IT experience; A combination of relevant post-secondary education and IT experience.
• Preferred experience in the utilization of Microsoft Active Directory, including user management, permissions, and access controls.
• Sound understanding of computer systems, including laptops, printers, scanners, mobile devices, etc.
• Familiarity with network connectivity.
• Excellent customer service and troubleshooting skills with the ability to summarize issues and actions.

Responsibilities

• Provide technical assistance to users via Helpdesk tickets, Member Portal secure forms, and Direct Email.
• Support staff, members, and partners with software and hardware issues, including phone systems, CRM member management system, Office 365 applications, laptop computers and company-approved mobile devices (Microsoft Surface, iPhone), network printers, and e-faxing service.
• Provide assistance with new hire setup and onboarding, including account configuration and device preparation.
• Reset passwords and provide account lockout assistance.
• Handle ticket escalations to other IT team members or external vendors as needed.
• Maintain accurate ticket documentation, including resolution, average response time, ticket volume handled, and in-office/remote support.
• Provide Audio – Visual (AV) support for in-office meetings and special events (Annual meeting, HBO Brunch, SLF Events, webinars, etc.).
• Cultivate and manage relationships with AFSPA service providers, contractors, and other external vendors to meet current and future technological needs of the organization.
• Maintain professionalism with staff, members, vendors, and guests as established by AFSPA guidelines.
• Must be able to work during all Association business hours and possibly after hours from time to time.
• Perform other duties as assigned.

Benefits

• Up to 13 vacation days annually
• 13 sick days annually
• 2 personal days annually
• 10 paid federal holidays
• Health, dental, and vision insurance (single and family) starting the month following their start date
• Life insurance starting the month following their start date
• Generous 401(k) plan with employer match available after one year of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED