User Support Specialist/Help Desk Technician (2445 M St., NW)

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Saturday, September 10, 2011

User Support Specialist/Help Desk Technician (2445 M St., NW)

User Support Specialist
Information Systems
The Advisory Board Company (NASDAQ: ABCO)

Forbes: Ranked one of the 200 Best Small Companies
Modern Healthcare: "Best Places to Work" Listed among Top 50 Consulting Firms
Finalist, Washington Business Journal's Business Philanthropy Awards

The Advisory Board Company
The Advisory Board Company (NASDAQ: ABCO) is a leading health care services firm providing best practices insight, leadership development, implementation and technology solutions. The company currently serves over 2,800 of the country's preeminent hospitals and health care systems as well as pharmaceutical and medical device companies and insurers. Our continually expanding business portfolio provides employees with significant opportunities for career development at an accelerated pace, while an employee-focused internal environment places emphasis on service ethic, spirit of generosity, team engagement, and continuous learning.

Our current opportunity is based in Washington, DC. Given the need for remote and in-house support, the hours for this role are 10:00 AM to 7:00 PM, Monday-Friday.

User Support Specialist
The Information Systems Department is seeking a User Support Specialist to join the I.S. Help Desk. This individual provides hardware support, software support and technical training to Advisory Board Company employees.

• Acts as first line of defense for all Information Systems-related issues.
• Responds to customer requests via telephone, email, and in person.
• Troubleshoots and resolves complex hardware and software issues
• Installs, configures and maintains a wide range of software applications including, but not limited to: Windows XP, Office 2007, Outlook 2007, VPN and Citrix
• Supports and maintains a range of PC, laptop, PDA, and Cisco VoIP equipment.
• Fields and evaluates customer requests for hardware and software purchases.
• Recommends initiatives geared toward departmental process improvement.
• Researches, tests and deploys software packages for firmwide use.
• Provides end user training for computer hardware and software.
• Performs administrative functions to complete required tasks including: recording support requests, checking voicemail/email, completing paperwork, scheduling support appointments and documenting processes.
• Coordinates account creation, provisioning and deactivation.
• Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment.
• Manages stock of shared computing and audiovisual equipment.
• Resolves issues related to remote access users including dial-up, email, and network access.
• Performs first-level network administration duties including permission assignment, password management and access control.
• Communicates with Network Operations and Development teams when relevant issues arise.
• Partners with other teams to provide solutions and communications to customers.
• Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team.
• Some on-call work may be required to respond to critical issues outside of business hours

Basic Qualifications:
• Bachelor's degree
• Experience in a customer service or technical support setting
• Requires some physical labor; must be able to lift 40lbs
• Ability to work 10am to 7pm

Ideal Qualifications:
• Ability to communicate effectively by e-mail, phone, and in person
• Ability to successfully overcome challenges or obstacles
• Experience in thinking through problems creatively
• Ability to and interest in researching and identifying problem resolution
• Ability to work independently and autonomously
• Educational background in a technical field
• Experience with Microsoft Active Directory/Exchange

Benefits: Consistent with our belief that our employees are our most valuable resource, The Advisory Board Company offers a competitive benefits package, including a comprehensive health plan, a 401(k) plan, an Employee Stock Purchase Plan, a daytime leave policy for community service, a medical flexible spending account, and additional attractive benefits.

An Affirmative Action and Equal Opportunity Employer

Please apply online at
Thank you!

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