User Support Associate II in Research Triangle Park, NC or Washington, DC

FHI 360 is a nonprofit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in Health, Education, Nutrition, Environment, Economic Development, Civil Society, Gender, Youth, Research and Technology– creating a unique mix of capabilities to address today's interrelated development challenges. FHI 360 serves more than 60 countries, all 50 U.S. states and all U.S. territories. We are currently seeking qualified candidates for the position of User Support Associate II in Research Triangle Park, NC or Washington, DC.

Position Description:

The User Support Associate II role is to serve as liaison between Information Technology Department and the end user on issues related to desktop computers, laptops, printers, peripherals, network connectivity and remote access.

• Assist FHI users with desktop support including intermediate to advance troubleshooting PC hardware, software, printers, peripherals, network connectivity and etc.
• Assist with accurate, timely and creative solutions to end user computer and networking problems of moderate nature to ensure client productivity.
• Perform restorative and maintenance actions locally and remotely to resolve client problems.
• Respond to calls through Service Desk hotline and maintain accurate information in the Service Desk tracking system.
• Obtain appropriate information and documentation necessary to assist in handling FHI user requests.
• Assist users in FHI network environments and remote access.
• Perform software installations on FHI computers and configure applications as specified.
• Assist in supporting and training FHI users of online communication services and client hardware and software operating environments.
• Assist in the evaluation of business problems, evaluates and recommends vendor packages, and implements required software.
• Perform Hardware diagnostics, support on PC, Laptop, printer and other peripherals; also may have to contact with contract support, manufactures, or vendors.
• Organizes and follows complex and/or detailed technical procedures.

Required Skills and Experience

• Windows XP/7, MS office applications, network configuration, and memory management.
• Computer Hardware, peripherals, mobile devices, printers, and other electronic devices.
• Working knowledge of remote access: Remote Desktop and Virtual Private Network
• Experience using administrative tools and working knowledge of MS Active Directory, Exchange, DNS, DHCP, TCP/IP
• Experience working in a wireless network environment
• Working knowledge of troubleshooting ticketing systems such as Remedy.
• Must be customer focused and have effective productivity/work output
• Must be a team player and able to work with minimal supervision
• Ability to handle most oral and written communications independently. Able to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public. 

Minimum Requirements:

BA/BS and at least 3 years related work experience; AA and at least 3-5 years relevant experience; High School/GED and at least 6+ years relevant experience.

FHI 360 has a competitive compensation package. Interested candidates may register online through FHI 360's Career Center at www.fhi360.org/careercenter or through the Employment section atwww.fhi360.org. Please submit CV/resume and cover letter including salary requirements. Please specify source in your application.

AA/EOE/M/F/V/D