Technician, Desktop Support

Girl Scouts of the USA

Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.

As a mission-driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.

Girl Scouts are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life-changing Girl Scout Leadership Experience.

The Technology Department is a critical driver and enabler for the Girl Scouts movement. This is where technical expertise, such as application development, solutions architecture, data engineering and infrastructure support all reside to deliver the best experience for girls, volunteers, and supporters. Directly tied into strategy and innovation, technology solutions crafted in partnership with councils and business partners range from proof of concepts to deployment of highly complex and critical systems. We deliver technology expertise across all the disciplines and key business systems for the GSUSA application portfolio. Come join the team and make an impact!

#li-hybrid

The Technician - Desktop Support reports to the Director, Help Desk & Desktop Technology and will act as a team member supporting GSUSA staff technology needs. They ensure tickets are resolved and incidents are closed in accordance with SLA guidelines, ITIL practices, and GSUSA IT policies and procedures.

Duties will include troubleshooting and maintaining technology for the end-user environment for the Girl Scouts of the USA (GSUSA) national headquarters staff and external offices by responding to calls and emails, providing on-site service request support, and delivering operational support of desktop and laptop computers, printers, applications, and mobile devices. This role maintains and ensures the operational stability of desktops and various business applications via deployment of software packages, updates and patches for operating systems, antivirus utilities and productivity software. The Technician - Desktop Support may assist in providing support for phones, automatic call distribution queues, extensions and administering voice mailboxes. This role works closely with other technical teams to resolve issues.

This is a hybrid role with a minimum of 2 days per week in the New York City office.

The Technician - Desktop Support will:

Deliver Tier 1 and Tier 2 technical support for end-user hardware and productivity applications, including email, office productivity, and collaboration tools.
• Diagnose and resolve incidents and service requests, and participates in testing and implementing upgrades to support service reliability and continuous improvement.
• Maintain a strong customer-centric mindset by actively listening to end-user needs and providing high-quality support with timely follow-up on all incidents and service requests. Uses the ticketing system to document, track, and resolve issues efficiently, ensuring a positive and reliable support experience.
• Work in alignment with established operating procedures and IT policies, including appropriate change management practices, while following general ITIL service management principles.
• Deliver attentive, clientfocused support for Executive Team incidents and service requests, prioritizing clear communication, responsiveness, and consistent followup to support business effectiveness.
• Deliver excellent customer service and follow-up for off-site event support, including preparation, on-site assistance, and travel as required.
• Resolve and escalate IT issues under guidelines set by management through the appropriate support chain.
• Participate in review meetings with support team(s) to keep abreast of known technical errors, resolutions, ongoing tasks/assignments, and projects that affect IT services and support environments.
• Serve as a liaison with external service providers and vendors to ensure timely procurement of inventory parts, support and/or services, when applicable.
• Continuously build technical knowledge by researching new technologies and tools, helping ensure the help desk can effectively support evolving user and business needs

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent verbal and interpersonal skills to assist all levels of customers in resolving issues over the phone, by email, and in-person.
• Proven experience troubleshooting and supporting end-user technology, mobile devices, TCP/IP networks and client server environments.
• Demonstrated experience working independently with minimal supervision in a collaborative team environment.
• Demonstrated experience handling multiple simultaneous projects, working well under pressure, and meeting shifting organizational priorities under tight and conflicting deadlines.

• Demonstrated experience using Jira, Remedyforce, Freshdesk or similar enterprise ticket tracking software for request processing, incident handling, and change management processes.
• Demonstrated diagnostic, analytical, and troubleshooting skills in Windows and MacOS systems.
• Knowledge of Apple products is required.
• Proficiency with the Microsoft Office suite, including Microsoft Teams, Zoom, and Microsoft Copilot configuration and end-user support.
• Advance knowledge of, and experience with, various computer hardware such as desktops, mobile devices, laptops, printers and conferencing systems.
• Experience with MDM such as Intune, JAMF, and Kace.

• Bachelor's degree in information technology (or related field) or equivalent technical experience.

• Minimum 3 years of combined IT level 1 and level 2 support experience for on-site and remote end-users in a mid-sized organization.

• Minimum 3 years desktop OS/hardware troubleshooting.

Preferred Certifications/Requirements:

• Technical desktop certifications are a plus - Microsoft Fundamental Certifications (Microsoft 365 and Security), ITIL 4 Foundations, or related.

SALARY RANGE: $44,000 - $80,000

This represents the present low and high end of the pay range for this position. Actual pay will vary based on various factors, including but not limited to experience.

What We Offer:

Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes:

Paid Time Off:

GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.

Other Benefits:

• Medical and Behavioral Health Coverage
  • Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
  • Both plans include GSUSA partial subsidy of premium costs
  • Dental and vision coverage

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
• Company-paid life insurance
• Flexible work arrangements
• 12 weeks of paid parental leave
• 401(K) with company match
• Sick leave
• Short- and Long-Term Disability for salary continuation
• Health and Wellness Classes and Activities throughout the year

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to lift (25 lbs.) and install equipment.

WORK ENVIRONMENT: This job operates in a professional office environment.

POSITION TYPE / EXPECTED HOURS OF WORK: This is a full-time, hybrid position with 2 days on site required. GSUSA is based in New York City. Occasional evening and weekend work may be required as job duties demand.

AAP/EEO Statement: GSUSA is an equal employment opportunity employer.