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Help Desk Administrator

Company: Training Resources Group, Inc.
Location: Arlington
Posted on: November 22, 2021

Job Description:

Who we are:Since 1973, TRG has provided organizational development and training services to empower organizations dedicated to creating positive change in the world. As an employee-owned firm, we are each personally committed to the work we do. We understand that our success is entirely dependent on our ability to help our clients achieve their business and service goals. Internally, we place a great deal of emphasis on nurturing a widely held ownership mentality and participatory culture.
Why Work With Us:At TRG, we believe in actively promoting social equity and inclusion. We strive to cultivate a community of passionate, talented, and diverse staff who embody the values our company was built on over 35 years ago. Our strong workplace culture along with our employee ownership and governance structure allows us to do our best work. Our supportive environment encourages participation, collaboration, and transparency at every level. Additionally, our collaborative work processes provide our staff everything they need to be successful at TRG and work with confidence. Your experience at TRG will benefit your future personal and professional endeavors.
Our Role:The Helpdesk Administrator reports to the IT Manager and is responsible for day-to-day help desk support, inventory of equipment, and providing superior customer service. The Helpdesk Administrator should support and assist with discovering innovative technologies to enhance TRG's work product and create an IT management framework that is consistent with best business practices. The incumbent should be able to work in a highly collaborative work environment where flexibility is key to success and be equally comfortable with all of the roles and responsibilities of the position.
This is a remote position due to the COVID-19 pandemic. Key responsibilities include:
IT Help Desk

  • Assist TRG staff in the use of available software programs, answer questions and provide useful tips about software and equipment.
  • Provide support with all TRG word processing, operating systems, graphics, and spreadsheet and communications software programs.
  • Setup, deploy, and administer TRG computers.
  • Manage telephone system, maintain, and troubleshoot communications hardware and train staff in their use.
  • Keep equipment inventories detailing usage, configuration, maintenance, service, and parts for all equipment.
  • Ensure that individuals understand how to use and care for equipment.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk.
  • Create step-by-step training material with screenshots for clients.
  • Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
  • Document internal procedures.
  • Maintain daily performance of computer systems.
  • Ask educated questions and listen to determine root cause of issues; work through the problem-solving process and empower others to solve problems in the future.
  • Run diagnostic tests to resolve problems.
  • Clean up computers.
  • Train incoming staff.
  • Report significant and recurring issues to IT Manager.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting.
  • Keep TRG up to date on new software releases, patches, etc.
  • Manage all software licensing to ensure that TRG is compliant.
    IT Network Administration
    • Ensure that TRG's network and email are functioning well, with limited interruption in service
    • Act as the main point of contact with TRG's server maintenance company on all related matters.
      TRG Meetings and Staff Events
      • Participate fully as an admin staff member, providing backup and assistance as needed. Participate in staff meetings, annual retreats and other company events, as appropriate.
        Ideal Candidate
        • 1-2 years of relevant experience
        • Superior customer service orientation and interpersonal skills.
          • Proven experience as a Help Desk Technician or other customer service role.
          • Ability to diagnose and resolve basic computer/technical issues.
          • Ability to quickly establish good working relationships with clients
          • Excellent communication skills.
          • Keen attention to detail, memory of patterns, and interest in problem-solving.
            • Ability to work independently or in teams.
            • Up-to-date knowledge of the latest IT and software trends and specific knowledge of Windows and Adobe applications.A plus, but not required:
              • Experience with government contracting accounting software
                Our PerksWe value our staff, and we offer a host of benefits to thank them for their continued dedication to our work.
                • Premium medical, dental, vision, & life insurance plans
                • Flexible Spending Accounts
                • Three months paid parental leave
                • Paid sick and vacation leave
                • Paid parking or a monthly subsidy toward your mass transportation expenses
                • Robust retirement savings plan options
                • Profit Sharing after 1 year of employment
                • Professional development opportunities
                • Casual attire
                • 11 paid holidays
                • Stock grants after three years of employment
                • Staff rewards and recognition
                • Free access to Fitness Center
                • TRG Swag
                  TRG is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Keywords: Training Resources Group, Inc., Arlington , Help Desk Administrator, Other , Arlington, Virginia

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