Creative Associates International is a fast-growing, social impact company that specializes in the areas of education, economic growth, democratic transitions and stabilization in post-conflict environments. Based in Chevy-Chase, Maryland, this global development organization has a field presence is more than 25 countries and a strong client portfolio of that includes the U.S. Agency for International Development and the State Department. Since its founding in 1977 by four enterprising women, Creative has earned a solid reputation among its clients and is well-regarded by competitors and partners alike.

We value diversity — in backgrounds and in experiences. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking staff that are not only strong in their own aptitudes but care deeply about supporting each other's growth. Our success depends on all our employees’ points of view, and the principle that inclusion is everyone's responsibility.

Summary: The Helpdesk is the primary entry point for all requests/issues that are resolved by User Support  team. Typically, this is the initial point of contact that is initiated by issue creation, email, or a phone call. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

We value diversity — in backgrounds and in experiences. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking staff that are not only strong in their own aptitudes but care deeply about supporting each other's growth. Our success depends on all our employees’ points of view, and the principle that inclusion is everyone's responsibility.

Reporting & Supervision:

This position will report to the User Support Manager.

 Expected Outcomes:

• Identify, classify, triage, and resolve help desk tickets submitted by users;
• Collection of user feedback and communication of that feedback to relevant IT/IM groups;
• Frequent and flexible IT training options for staff;

• Prepare computers for new hires. Make sure they contain all necessary software and ensure licensing compliance.
• Maintain accurate inventory and spare device pool.
• Administers mobile set-up, testing, advanced troubleshooting and issue fixes for project travelers.
• Respond to tickets opened by staff, routine alarms and network issues.
• Captures and documents knowledge solutions for internal use and customer self-service.
• Contact external vendors if needed to repair hardware/software under warranty or under a maintenance contract.
• Follow-up with end users to assess resolution satisfaction.
• Reformat malware affected devices.
• Train new hires on using Creative equipment (computers, conference room systems, etc.
• Support company events and initiatives as necessary.
• Maintain positive relationship and get constant feedback about operation of Creative equipment from users.
• Additional responsibilities as deemed necessary.

• Requires an Associate’s degree in a technical field or related course of study
• Strong computer skills including office 365, hardware and software;
• Effective written/verbal communication skills, critical thinking and problem-solving skills;
• Hands on experience with PC and latest Microsoft Operating system and other tools;
• Excellent interpersonal and communication skills;
• Must be a detailed, flexible self-starter with the ability to manage multiple priorities effectively.

The Salary Range for this position is expected to be: $18 - $20 per hour.

An employee’s pay position will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, performance,  travel requirements, and business or organizational needs. 
 
EEOC Statement: 
Creative is an equal opportunity/affirmative action employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics. Military veterans, AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. 

ACCESSIBILITY NOTICE: 

If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to Ireneb@creativedc.com.

Please view Affirmative Action/Equal Employment Opportunity Posters provided by OFCCP here.  

Pay Transparency Nondiscrimination Provision: 

Creative will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

 Only finalists will be contacted.  No phone calls, please. #LI-IB1