Desktop Support Technician, Information Technology

About Accion:

Accion is a global nonprofit committed to creating a financially inclusive world, with a trailblazing legacy in microfinance and fintech impact investing. We catalyze financial service providers to deliver high-quality, affordable solutions at scale for the 1.8 billion people who are left out of, or poorly served by, the financial sector. For more than 60 years, Accion has helped tens of millions of people through our work with more than 200 partners in 63 countries. More at http://www.accion.org.

Position Summary

As a Desktop Support Technician at Accion, the primary responsibility is to offer comprehensive technical assistance to all end-users. This includes, but is not limited to, troubleshooting and resolving issues related to computer hardware, software applications, telephony systems, and audio/video equipment. The technician will ensure that all equipment is set up optimally to facilitate seamless software, hardware, and network usage. Additionally, the role involves collaborating with IT colleagues to proactively identify potential system challenges, recommending solutions, and providing guidance to users on best practices for equipment maintenance and usage. The ideal candidate will demonstrate a commitment to delivering exceptional customer service, keeping abreast of the latest technological advancements, and continuously seeking opportunities to enhance the user experience.

Position Responsibilities

Provide Comprehensive Technical Support: Assist employees through our help desk portal, over the phone, and with in-person support in order to troubleshoot and resolve users' hardware, software, and networking issues.
• Office 365 Expertise: Have working experience with the Office 365 ecosystem, including SharePoint, OneDrive, Exchange, and Microsoft Teams. Familiarity with using Microsoft Teams for telephony is a strong plus.
• Hardware Knowledge: Possess sound understanding of computer hardware, including Macs, and have the ability to troubleshoot these issues.
• Procurement and Asset Management: Assist in hardware procurement and asset tracking to ensure efficient technology resource utilization. Responsible for maintaining and updating the product catalog.
• Networking Skills: Strong understanding of network devices such as routers, switches, and access points is highly desired.
• Audio and Video Conferencing Support: Capable of supporting virtual meetings held in conference rooms. Ensure that audio and video functions are operational and assist users with sharing presentations.
• Documentation Skills: Capable of creating detailed documentation for key critical components and recurring issues.

Position Qualifications

• Bachelor's degree or equivalent High School education plus experience.
• 1-3 years of IT help desk experience
• Certification: IT based certification preferred.
• Extraordinary customer service skills (customer-centric approach)
• Experience working for a global organization and/or nonprofit organization is a plus
• Strong oral and written communication skills
• Ability to establish and maintain good customer relations.
• Capable of explaining complex solutions and problems to users (regardless of their technical ability).
• Solution oriented with excellent critical thinking skills.
• Desired Certifications: A+ certification and familiarity with the ITIL framework are highly desired. (not Mandatory)

Accion is an equal opportunity employer. We are committed to a diverse and inclusive workplace culture. Accion seeks qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by law. Accion is committed to providing reasonable accommodations to applicants with disabilities.