Help Desk Specialist

We are a trusted health care provider, an informed educator, a passionate advocate, and a global partner helping similar organizations around the world.

Planned Parenthood Federation of America (PPFA) is the nation’s leading women’s health care provider, educator, and advocate, serving women, men, teens and families. For almost 100 years, PPFA has done more than any other organization in the United States to improve women’s health and safety, prevent unintended pregnancies, and advance the right and ability of individuals and families to make informed and responsible health care decisions.

* Providing technical assistance and support to customers * Intake all support queries, isolates problem and determines and implements solutions to successful conclusion, even if coordination with other parties is required * Quickly help users identify their problems and resolve or escalate * Provide end user support to some of key SaaS applications – notably Igloo, Google Apps, Okta, etc. * Assists staff with AV and video conferencing needs and provide basic training in the use of the hardware and software * Be able to work with a wide number of various partners and vendors to troubleshoot and resolve problems * Create self service how-tos and other documents that will enable our users to help themselves solve problems * Help manage and maintain our asset management systems * Provide feedback on IT improvements – systems, tools, processes, etc. * Provides proactive reports of large number Okta login issues * Provide and update AD accounts as needed * Respond to tickets general helpdesk tickets including Okta, Igloo, ILST Idap sync tool daily for Igloo. * Excellent deductive and inductive reasoning to form general conclusions from customers * Ability to use critical thinking skills to analyze information and choose the best solution to solve problems and evaluate results * Ability to identify alternate solutions, conclusions or approaches * Ability to clearly articulate solutions to end users and translate technology items to non-technical staff * Ability to listen and understand information and ideas presented from users * Ability to communicate information and ideas to end users so they understand

* Must have a minimum of 1-3 years providing direct IT support services * Strong analytical and problem solving skills * Strong team working skills and great customer service skills * Strong organizational and time management skills. Does not need to adhere to any specific method but must be able to effectively manage own schedule and work * Strong MS Office skills required * Experience with mobile devices required, iOS and Android * Strong skills in the Google Apps platform and file formats preferred