Service Technician I

The National Audubon Society is a nonprofit conservation organization that protects birds and the places they need today and tomorrow. We work throughout the Americas towards a future where birds thrive because Audubon is a powerful, diverse, and ever-growing force for conservation. Audubon has more than 700 staff working across the hemisphere and more than 1.5 million active supporters.

North America has lost three billion birds since 1970, and more than 500 bird species are at risk of extinction across Latin America and the Caribbean. Birds act as early warning systems about the health of our environment, and they tell us that birds – and our planet – are in crisis. Together as one Audubon, we are working to alter the course of climate change and habitat loss, leading to healthier bird populations and reversing current trends in biodiversity loss. We do this by implementing on-the-ground conservation, partnering with local communities, influencing public and corporate policy, and building community.

Audubon is committed to a culture of workplace excellence, where our talented and diverse staff are deeply engaged with a strong sense of belonging. The birds Audubon pledges to protect differ in color, size, behavior, geographical preference, and countless other ways. By honoring and celebrating the equally remarkable diversity of the human species, Audubon brings new creativity, effectiveness, and leadership to our work throughout the hemisphere.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via ticketing system in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems as necessary.
• Record, track and document the help desk request problem – solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting computer related issues.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Set up computers and update software as needed.
• Communicate with help desk customers via phone, digital communications, and in-person to resolve help desk issues.
• Perform post-resolution follow-ups to help desk requests.
• Other job-related duties as assigned.

• High School/equivalent diploma. Associates degree in related field may be helpful.
• Some previous Help Desk experience is preferred.
• Basic knowledge of computer hardware including PCs, laptops, and printers.
• Intermediate knowledge of business applications including MS Office, Zoom, Slack, and Box.
• Experience with both Windows and MacOS.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and self-directed.
• Keen attention to detail.
• Ability to analyze and solve problems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent customer service orientation.
• Some experience working in a team-oriented, collaborative environment preferred.
• Ability to lift and transport moderately heavy objects such as computers and peripherals with or without assistance.

This position is represented by the Communication Workers of America (CWA).