Help Desk/User Support Associate

  • Full Time
  • NC-Durham
  • Junior Level
  • Jun 10, 2022

Website FHI 360

FHI 360 staff working in the United States are required to be fully vaccinated for COVID-19, regardless of the type of project or client they serve, or of their employment status (full/part-time, remote, telework, or in-office), unless an accommodation applies.  FHI 360 complies with federal, state, and local laws with regard to accommodations related to this policy. Full vaccination is currently defined as two weeks after the second dose in a two-dose series, such as the Pfizer-BioNTech or Moderna vaccine, or two weeks after a single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine. Booster doses are not required at this time.
Provides support to end-users, internal users, or partners. Serves as the liaison between the ISS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access. Also, provides first line support to end users for PC, server or mainframe applications, and hardware. Simulates or recreates a process to resolve operating

difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Prepares PCs for deployment and provide education and/or training to end user. Handles basic support of hardware, applications and operating systems, technical consultation and networking.



Provides first line support to end users for PC, server or mainframe applications, and hardware through troubleshooting.
Simulates or recreate processes to resolve operating difficulties and recommending system modifications to improve performance.
Interacts with networking services, software systems, and applications as appropriate for problem resolution.
Prepares PCs for deployment and provide education and/or training.
Assists in supporting and training company users about online communication services and client hardware and software operating environments.
Serves as a productive project team member by completing assigned tasks.
Performs software installations on company computers and configures applications a specified.
Responds to help desk hotline and maintains accurate information within the IS tracking system.
Applied Knowledge & Skills:

Working knowledge and understanding with a variety of technologies to effectively support end-users.
Understands basic operation of functional units.
Excellent oral and written communication skills.
Ability to interact with a broad range of end-users and use various technical resources to provide support.
Demonstrates ownership of customer issues and independently seeks solutions.
A willingness to increase knowledge and update skills as required.
Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
Ability to multi-task and self- motivate through assignments and routines.

High School/GED Diploma or its International Equivalent.

0-3 years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment. Prior help desk experience preferred.
Proficiency with MS Office Suite (Word, Outlook, Excel, PowerPoint, Access) and data entry / accounting systems.
Vocational or specialized training.
Prior work experience in a non-governmental organization (NGO) is preferred.
Typical Physical Demands:

Typical office environment.
Ability to sit or stand for extended periods of time.
Ability to move 5-50 lbs.
Technology to be Used:

Computer, Microsoft Office (i.e. Word, Excel, PowerPoint, etc.), e-mail, telephone, printer, calculator, copier, cell phones, PDAs and other hand held devices.
Travel Requirements:

Less than 10%

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.


FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.


FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.


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