SAGE

IT Service Desk Analyst and Facilities Clerk

US-DC-Washington, D.C.
7 days ago
Req #
17-4894
# Positions
1
Category
Information Technology (US) - Help Desk

Overview

 

The IT Service Desk Analyst and Facilities Clerk Position will provide services to both the IT Department and Facilities Department. They will report to the U.S. Manager of Facilities on facility related issues in conjunction with the U.S. Manager, IT Desktop Services as it relates to IT issues.


The IT Service Desk Analyst and Facilities Clerk provides services for the operation of our facilities and IT Level 1 support, including general maintenance, coordinating services with building maintenance and/or external vendors as needed. Coordinates office services and related activities for SAGE DC including ordering of all office supplies for company including supplies as needed by the IT support functions, incoming and outgoing mail sorting and distribution internally and externally as well as proactively maintaining office equipment, all supplies and services in sound, ample and working order. Provides daily first level technical support. Familiar with a variety of IT concepts, practices, and procedures relating to IT software utilized by the company.

Essential Job Functions & Responsibilities

The job functions include, but are not limited to, the following:

 

  • Research, resolve, and respond to all calls, e-mails, return calls, and requests in a professional, prompt and timely manner in accordance to established guidelines and procedures.
  • Use of analytical skills to assess situations and perform the basic maintenance required to quickly resolve issues as they arise and/or are requested
  • Responds to requests for service and assistance from SAGE DC employees via the ticketing system for all Facilities and IT related issues.
  • Support, maintain and train users on all video conference equipment. Including set-up of conference rooms for meetings that require special furniture and other arrangements, computer access, phone or video conference requirements.
  • Orders and oversees receiving and order fulfillment of office and IT supplies, and ensures that basic supplies are always well stocked and readily available.
  • Assists Facilities Manager and IT Desktop Services Manager with various tasks and duties, and vendor interaction including equipment repair and building maintenance issues.
  • Installation and configuration of computer hardware, computer software, printers, and other peripherals.
  • Oversees photocopy maintenance and coordinates required services with vendors, including stocking of copier supplies
  • Regular checking of break areas, conference rooms and common areas to ensure they are kept tidy at all times and that counters are clean.
  • Ensures that break room appliances are cleaned on a regular basis and schedules and performs refrigerator clean-up on a monthly basis.
  • Checks patio furniture daily, to ensure they are clean and wipes down furniture as needed.
  • Maintains supply cabinets and closets in a neat and tidy manner at all times.
  • Oversees all mailroom functions as it relates to daily pickup and drop off of USPS mail daily from local Post Office, USPS, Fed-X and UPS shipping, sorting of mail, and assistance with providing the most cost effective method of shipping; meets required shipping deadlines.
  • General maintenance of all facilities and grounds including, but not limited to: changing light fixtures, installation of keyboard trays and monitor arms, furniture and computer moves, hanging of pictures, bulletin boards, marker board, etc., HVAC adjustments, minor janitorial issues, other duties as assigned
  • Constantly on the lookout for any safety hazards and reports any potentially unsafe conditions to Facilities Manager.
  • Updates floorplans removing and adding staff as needed, and maintains office reservations for guests.
  • Ensures that space for new hires is properly set-up with basic needs such as chair, monitor arm(s), keyboard tray. Provides welcome packet for new hires prior to their arrival.
  • Trained on how to provide ergonomic assessments. Once trained will provide ergonomic assessments to staff; new staff within 2 weeks of hire, others upon request.
  • Retrieval of shipments from service dock.
  • Maintains building security access by issuing and/or deleting keycards as needed.
  • Notifies building security of guests and new hires
  • Maintains and adheres to weekly checklist, providing a copy to Facilities Manager by close of business each Friday afternoon.
  • Participates in company Safety Committee as well as maintaining First Aid and CPR/AED certification
  • Provide back-up support for all front desk functions; including switchboard operation, as well as excellent customer service and professional demeanor in welcoming and greeting all SAGE DC guests, visitors, staff and vendors

Qualifications & Education

Include, but not limited to, the following:

  • Associates or 2 years' experience in the field of Information Technology preferred
  • CompTIA A+ certification recommended
  • 2 years of demonstrated customer service experience is required
  • Excellent customer service, telephone etiquette, and interpersonal skills
  • Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and adhere to time restraints
  • Ability to maintain a high level of trust and confidence in the team’s knowledge and demonstrate a true sense of urgency and satisfactory outcome to meet the expectations of our customers in a timely fashion.
  • Basic maintenance skills a must
  • Demonstrated knowledge of technical specifications of various IT equipment and software packages including: PCs, printers, Microsoft Office solutions and Microsoft Operating Systems
  • Ability to work in a team environment
  • Flexibility to work evening and weekend shift hours as needed for special projects

On-call for server room incidents that may require after-hours assistance

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