What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.

Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy.

We are currently seeking a skilled and motivated Service Desk Technician to join our IT team. The ideal candidate will play a key role in managing IT requests and ensuring our staff has the technological support they need to excel.

This is a full-time, in-person position based out of our Arlington, VA office, Mon-Fri 9-5 PM with occasional after-hours support expected.

Salary Range: $65,000 - $70,000

Essential Duties And Responsibilities

Use a ticketing system (Help Scout) to manage, track, and resolve IT tickets in a timely and efficient manner.
Provide in-person and remote support for IT-related issues, including but not limited to setting up and troubleshooting computers, mobile devices, applications, networking errors, and peripherals.
Assist in the onboarding process of new employees by setting up necessary IT equipment and accounts, ensuring they have access to the tools and resources needed from day one.
Maintain and update IT inventory, ensuring all equipment is accounted for and in good working condition.
Maintain security awareness and adhere to security and password best practices.
Collaborate with the IT team to implement new technologies and improve existing processes.
Develop and maintain documentation for common issues and IT policies and procedures.
Provide excellent customer service, demonstrating patience and understanding in all interactions with staff.

Minimum Qualifications

Proven experience in a Service Desk or IT Support role.
Familiarity with Help Scout or similar ticketing platforms.
Strong knowledge of computer hardware, software, and networking concepts.
Experience with supporting Windows and Macintosh systems.
Excellent problem-solving skills, careful attention to detail, and the ability to troubleshoot technical issues in-person and remotely.
Exceptional communication and interpersonal skills, with a focus on providing patient and effective support.
Ability to work independently and manage time effectively.
High school diploma or equivalent; relevant certifications or degrees are a plus.
It will be a plus to have experience with tools such as NinjaOne, Connectwise, Kaseya and Azure SSO integrations (e.g Azure→Salesforce).
Must pass background check.

Benefits

Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually:

Generous and comprehensive Health, Dental, and Vision Plans
Paid Time Off: Vacation, Personal, and Sick Leave
Paid Parental Leave
403(b) retirement plan
Flexible Spending Accounts for health care, dependent care and commuter expenses
Life Insurance and Disability coverage paid by NAMI
Flexible Work and Telework programs
Professional Development Reimbursement program
A variety of wellness offerings to support team members
Employee Referral Program
The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life

NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.

NAMI New Hampshire (National Alliance on Mental Illness) jobs

Service Desk Technician