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Human Rights Watch HELP DESK OFFICER

Application Deadline: August 23, 2012

Human Rights Watch is seeking a Help Desk Officer to support its help desk function and provide light network administration and software/hardware support for HRW’s worldwide operations, which include 320+ employees in nearly 50 locations. The Help Desk Officer will be the IT division’s first point of contact during US office hours, and will also work closely with an offshore team. This position reports to the America’s Regional IT Manager based in Washington, DC.

Responsibilities:

1. Provide user support and technical assistance for workstations and laptops running Microsoft Windows operating systems and occasionally provide support to users on MAC OS platforms;

2. Assist staff with technology problems in offices and locations outside of HRW’s NY-headquarters and provide in-person assistance in the New York office;

3. Create, modify and delete user accounts in Active Directory and on the Exchange server;

4. Maintain day-to-day inventory of all IT loaner and permanent equipment;

5. Assume responsibility for the computer office environment and ensure that computers and printers are ready for use and paper and toner is stocked;

6. Enforce all computer policies;

7. Manage the circulation of headphones, manuals, or other materials as appropriate;

8. Facilitate weekly IT orientations for new staff and interns;

9. Maintain familiarity with current help desk technologies, changes and/or problems with commonly used software, hardware, and other equipment;

10. Maintain compliance with standard help desk operating procedures and accurately log all help desk contacts using call tracking software;

11. Direct calls to appropriate IT staff as necessary;

12. Maintain reasonable discipline and decorum among help desk staff and within computer work areas; and

13. Carry out other duties as assigned by the IT Manager or other IT staff.

Qualifications:

Education: A bachelor’s degree in Computer Science, Information Systems, Engineering or a related field is required.

Experience: Minimum three years of experience with Microsoft windows, MAC OS, LAN, WAN and Active Directory is required.

Related Skills and Knowledge:

1. S/he must have sound judgment regarding help desk matters, including input in decision-making with regard to implementation, maintenance and administration of workstations, laptops, and mobile devices.

2. S/he must have good interpersonal skills, high energy and attention to detail.

3. Excellent time-management skills and ability to prioritize tasks while maintaining a strong attention to detail are required.

4. Ability to function under pressure, prioritize competing demands with minimal supervision and handle numerous tasks simultaneously is required.

5. Demonstrated ability to work successfully with a team of talented professionals in multiple global locations is highly desirable.

6. Ability to solve problems creatively is required.

7. Strong oral and written communications skills in English are required.

Other: Applicants for this position must possess current US work authorization valid for a minimum of two years from start date.

Salary and Benefits: HRW seeks exceptional applicants and offers competitive compensation and employer-paid benefits.

Contact: Please submit a cover letter, CV, salary requirements, and contact information for three references. Please submit the entire application in ONE attached document to itjobs@hrw.org. Please use “Help Desk Officer REF IT-12-1042-A” as the subject of your email.

Only complete applications will be reviewed and only qualified candidates will be contacted.

Human Rights Watch is an equal opportunity employer that does not discriminate in its hiring practices and, in order to build the strongest possible workforce, actively seeks a diverse applicant pool.

Human Rights Watch is an international human rights monitoring and advocacy organization known for its in-depth investigations, its incisive and timely reporting, its innovative and high-profile advocacy campaigns, and its success in changing the human rights-related policies and practices of influential governments and international institutions.