Information Technology - Help Desktop Support

· Provide technical support and troubleshooting to ensure internal systems operate at optimal levels and external stakeholders and volunteers receive timely assistance. · Play a critical role in daily operations across multiple platforms including Salesforce, Zendesk, ServiceNow and Google Workspace. · Serve as Google Workspace Administrator, managing user accounts, MFA security protocols, and device enrollment through MDM to maintain a secure and compliant environment. · Deliver end-to-end helpdesk support, including troubleshooting issues, managing support tickets, and developing training documentation to empower users. · Support the Learning Management System (LMS) by organizing course content, configuring assessments, and assisting instructors and learners with platform navigation and technical challenges. · Leverage analytics and reporting to monitor system health, manage data retention policies, and drive continuous improvement of technical workflows. · Collaborate closely with internal stakeholders to enhance operational efficiency and educational experience. Qualifications

· 5+ years of technical experience in large enterprise environments. · Experience supporting multiple software systems, must have admin experience with Google Workspace. · Proficiency in Salesforce or another CRM platform, including creating and updating records with attention to detail. · Experience using Excel, including calculating records, using formulas and creating pivot tables · Highly preferred experience with Zendesk, and ServiceNow. · Strong troubleshooting and helpdesk support skills, including ticket management and documentation creation. · Experience administering user accounts, security protocols such as MFA, and device management through MDM. · Familiarity with Learning Management Systems, including course setup, assessments, and user support. · Ability to analyze system performance, generate reports, and use data to improve workflows. · Strong customer service and communication skills and comfort working with diverse stakeholders, including volunteers. · Bachelor’s Degree is required. · 3+ years of Project Management skills are strongly preferred. · Can be fully remote.