The Help Desk position is the first line on customer support that connects the end users to the IT department. This position will provide Basic help desk resolution and service desk delivery, be responsible for IT queries, and troubleshoot tickets providing answers and simple solutions to enable continued successful use of the deployed IT resources to HQ staff and remote staff. This position is also responsible for inspecting the condition of APHL issued equipment as the device becomes available during troubleshooting, and assists in the annual inventory of APHL hardware.

• Supporting basic IT issues such as password resets, peripheral configurations, desktop/laptop/ mobile device configurations, software installations and hardware repair.
• Provisioning new hardware for new and existing users, including reimaging computers and installing software
• Provides first line response for users requiring assistance with information technology issues as they are reported in person, via email, phone, or digital communications.
• Enforce the proper communication methods of staff interacting with the ITS department using the Ticketing system.
• Act as liaison between end users, and technical escalation ladder. Triaging issues to the proper technical level only when the scope of work is beyond the capabilities of the Technician, or the required task fall in the hands of a Specialist, Sr. Specialist, or IT Manager role.
• Track issues to its resolution updating the internal IT ticketing system. Request updates from team members to document issue progress.
• Update the IT knowledgebase with relevant trouble resolution information.
• Provide reports of assigned tasks using provided platforms on “as needed” basis.
• Provide reports on phishing campaigns to the IT Manager and Office manager on a quarterly basis.
• Update inventory regularly, and work with the Specialist to annually provide an updated report to the Grants Director.
• Conduct staff training and develop resources on phishing, existing technology, conference room equipment

• Minimum 1 year of related experience and / or Associate’s degree in technology (or working towards).
• Certificates in networking, or base computer knowledge (A+, Net+, or better) beneficial.
• Experience in customer service and able to provide professional service to end users.
• Relevant industry certifications may include Microsoft office, operating system deployment, or similar certifications.
• Ability to identify and resolve computer system malfunctions and operations problems
• Proficiency in current Microsoft Office versions, Windows OS versions, Adobe products and pursue continual education in order to maintain on top of current technologies.
• Must be able to pursue continuing education independently and apply newly obtained knowledge to working applications.
• Ability to install, configure and maintain personal computers, and related hardware and software.
• High customer service orientation and results oriented.
• Strong written and oral communication
• Must be able to multi-task.

• Minimum 1 year of related experience and / or Associate’s degree in technology (or working towards).
• Certificates in networking, or base computer knowledge (A+, Net+, or better) beneficial.
• Experience in customer service and able to provide professional service to end users is required.
• Relevant industry certifications may include Microsoft office, operating system deployment, or similar certifications.
• Ability to identify and resolve computer system malfunctions and operations problems
• Proficiency in current Microsoft Office versions, Windows OS versions, Adobe products and pursue continual education in order to maintain on top of current technologies.
• Must be able to pursue continuing education independently and apply newly obtained knowledge to working applications.
• Ability to install, configure and maintain personal computers, and related hardware and software.
• High customer service orientation and results oriented.
• Strong written and oral communication
• Must be able to multi-task.

APHL Week is a Conference/Convention that is held at the APHL Home Office Bethesda, MD. This event is mandatory for all employees to attend. Travel and lodging will be reimbursed by APHL.

Please Note: Reimbursement for travel and lodging may not be possible for employees that are local to the APHL Home Office.

The duties and responsibilities listed in this job description are illustrative ones anticipated for this position. Other duties and responsibilities may be assigned as required. Association of Public Health Laboratories (APHL) reserves the right to amend or change this job description to meet the needs of its programs. This job description and any attachments do not constitute or represent a contract.

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made for known physical or mental limitations to enable individuals with disabilities to perform the essential functions of the role.

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job. Reasonable accommodations will be made for known physical or mental limitations to enable individuals with disabilities to perform the essential functions of the role.
During the job, the colleague may need to sit for extended periods, use a computer keyboard to type, read information visually, and communicate orally through a computer monitor.

APHL is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, national origin, ancestry, citizenship status, sexual orientation, gender identity, marital status, veteran status, disability, age, genetic information or any other characteristic protected by applicable law.