Help Desk Technician

The Commercial Vehicle Safety Alliance (CVSA) is seeking a dedicated Help Desk Technician to join our team. As a nonprofit organization committed to improving commercial motor vehicle safety, the CVSA understands the importance of providing efficient technical support to our staff and stakeholders. In this role, you will play a crucial role in ensuring the smooth operation of our IT systems and providing excellent customer service.

As a Help Desk Technician at CVSA, you will be responsible for responding to incoming technical support requests and resolving issues in a timely manner. You will provide assistance with hardware and software problems, troubleshoot network issues, and assist with system upgrades and installations. Additionally, you will maintain documentation and knowledge base articles to enable self-service support for users.

At CVSA, we believe that collaboration between government and industry is vital to improving road safety. As a Help Desk Technician, you will have the opportunity to work closely with our staff, commercial motor vehicle safety officials, and industry representatives to ensure the effective functioning of our IT systems and provide exceptional support.

Responsibilities

• Respond to incoming technical support requests and provide timely resolution.
• Troubleshoot hardware, software, and network issues.
• Assist with system upgrades, installations, and maintenance.
• Maintain documentation and knowledge base articles to enable self-service support.
• Provide excellent customer service and support to all users.
• Collaborate with team members to identify and implement process improvements.
• Ensure compliance with relevant security policies and procedures.

Requirements

• High school diploma or equivalent; associate degree or certification in IT related field preferred.
• Minimum of 2 years of experience in a help desk or technical support role.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with Windows operating systems and Microsoft Office Suite.
• Strong customer service skills with the ability to communicate technical concepts to non-technical users.
• Ability to prioritize and manage multiple tasks.
• Knowledge of ITIL best practices and incident management processes.
• Excellent problem-solving and analytical skills.
• Ability to work collaboratively in a team environment.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Wellness Resources