Associate, Service Desk


: $59,240.00 - $91,480.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

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The Technology Infrastructure department is responsible for the ongoing information technology operations of SHRM and its affiliates. This includes the design, implementation, and ongoing support of all hardware and software infrastructure (both desktop and server), networking (wired and wireless), telephony (VoIP and cellular), applications (on premise and hosted), remote access, security, and budget creation and maintenance for all of SHRM technology initiatives.

The Service Desk Associate supports and maintains information technologies and processes to meet the needs of SHRM and its affiliates. The position provides support to end-users on a variety of software and technical related issues and escalates support requests as necessary.


Your Day:

* Supports SHRM workstation, mobile, and remote environments.

* Performs Service Desk duties, which are heavily focused on personal interaction coupled with exceptional customer service.

* Troubleshoots and provides timely resolution for hardware and software issues.

* Assists in service desk process flow including incident, request, and problem escalation and follow through.

* Assists and works with the Network & Systems Operations team in daily duties that impact staff.

* Leads conference IT support at remote locations.

* Remotely supports teleworkers, international employees, traveling staff, and field workers.

* Assists in maintenance of Active Directory, WSUS, CRM, Call Systems and other tools regularly used by the Service Desk and network and system operations team.

* Researches and evaluates new products.

* Provides A/V support for conference rooms.

* Performs other duties as needed.


Must Haves:

* High school diploma.

* At least two years of hands on experience in the support of multi-user hybrid Windows/Mac environment.

* Working knowledge of common software and OS packages including Office365, Windows 7 - 10, and macOS.

* Working knowledge of ITIL-based ticketing systems, Active Directory, basic networking concepts, and collaboration tools.

* Ability to research hardware and software issues.

* Excellent verbal, written and interpersonal skills.

* Superb customer service skills.

* Ability to multi-task in a fast-paced environment.

Let us know if you also have:

* Bachelor's degree or combination of equivalent technical courses and work experience.

* A/V equipment setup and support.

* Knowledge of the Adobe Creative Suite of products.

Physical Demands

Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information. Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is regularly performed in a professional office environment and routinely uses standard office equipment. Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment. This job requires occasional travel 0-10%.

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran). * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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