Help Desk Administrator
Springfield, VA

Job Description

Job Announcement

Help Desk Administrator

The Middle East Broadcasting Networks, Inc. (MBN) is seeking a Help Desk Administrator for our Headquarters office in Springfield, VA. MBN is a non-profit grantee of the federal government that directly communicates with the people of the Middle East and North Africa through television, radio, and digital media. MBN's mission is to provide objective, accurate, and relevant news and information to the people of the Middle East about the region, the world, and the United States in support of U.S. public diplomacy.

The Help Desk Administrator is responsible for providing Level 1 end-user, desktop and application support to MBN administration and all broadcast users. This will be the initial point of contact for all Help Desk requests.

The primary duties and responsibilities of the Help Desk Administrator include, but are not limited to:

o Network access

o Printer access

o General printer problems

o E-mail access and administration

o PC Hardware problems

o Application usage assistance

o Password management

o Coordinating problem resolution with user and engineering team

o Coordinate troubleshooting of complex issues

o Trouble Ticket Management (Handoff, aging, escalation)

o Logging trouble tickets

o Trouble reporting

o Trouble ticket transition (shift staff and other lines of responsibility)

o Trouble ticket escalation

Hardware and supply Provisioning

o Maintain a limited parts inventory (i.e. toner cartridges, keyboards, mice, monitors, tapes, etc)

o Process special purchase requests.

Candidates are required to have:

* Minimum of 2 years technical experience in a helpdesk/end user support customer service environment required.
* Technical Education and Microsoft Certification(s) preferred.
* Possess extensive knowledge of Microsoft Windows Operating systems.
* Extensive knowledge of Microsoft Office Products.
* Extensive experience maintaining and configuring Intel processor computer systems.
* Proven experience in IT/Help Desk.
* Excellent understanding of project management principles.
* Demonstrated ability to apply IT in solving business problems.
* Ability to set and manage priorities judiciously.
* Excellent written and oral communication skills.
* Excellent interpersonal/customer services skills.
* Ability to present ideas in business-friendly and user-friendly language.
* Exceptionally self-motivated and directed.
* Keen attention to detail.
* Superior analytical, evaluative, and problem-solving abilities.
* Ability to work in a team-oriented, collaborative environment.
* Excellent understanding of computer systems features, and integration capabilities.

MBN is an equal opportunity employer committed to workforce diversity.