Help Desk Support Representative

Silas Partners is seeking a qualified candidate to serve in the role of Help Desk Support Representative. This person will support Silas Partners clients in using web-based tools to manage their websites and their online communication efforts. A Help Desk Support Representative may also serve as a client’s outsourced webmaster, making web updates and sending out emails on a regular schedule. Finally, this person will facilitate relationships between Silas Partners clients and third party software providers to insure that technical problems are being resolved and our clients are being served well. In addition to possessing the required technical knowledge, candidates should be relationship oriented and should have good communication skills. Oftentimes, a Help Desk Support relationship can be a springboard for a client to establish a deeper relationship with Silas Partners. A Help Desk Support representative will understand that he or she is doing more than merely solving technical problems, but also building a relationship.

The ideal candidate will have the necessary technical depth, but will also be creative, enthusiastic, analytical, client-focused, and eager to take on responsibility and learn new skills. He/she will enjoy working in a fast-paced environment while creating an exciting, fun, teamwork-oriented setting.

Key Responsibilities

• Provide help desk support services, including initial training, technical troubleshooting, answering “How do I do this?” questions, while providing consulting around best practices for using the web to improve communication.
• Serve as outsourced webmaster for Silas Partners clients, making web updates and producing and sending emails according to a regular schedule.
• Facilitate relationships between Silas Partners clients and third-party technology vendors.
• Write support tickets and make calls on behalf of clients to make sure problems get fixed and our clients are being served well.
• Proactively build relationships with Silas Partners clients, reaching out to them on a regular basis and building relationships at both the personal and the organizational level.
• Learn about the mission, vision, and goals of our clients, as well as their current pain points. Work jointly with the Director of Client Services and representatives of our sales team to introduce additional services that may be of benefit to the client.
• Compile web reports and provide analysis for Silas Partners clients.

Key Qualifications

• Knowledge of HTML - While much of the work will be done through web-based tools that do not require deep technical knowledge, baseline knowledge of HTML and CSS is required for this position.
• Problem Solving - You need to be a good problem solver. If something’s broken, what are the factors that could be causing it, and what is the best approach for quickly isolating the root cause of the problem?
• Quick Learner - If Silas Partners introduces a new service, or begins using a new technology, you need to learn how to support it. Not only do you need to become a power-user yourself, but you need to support others in using it.
• Good Communicator - You not only solve problems, but you are clear in your communication. You know how to communicate in bottom-line terms, so that clients receive frequent and informative updates.
• Friendliness - You are perpetually cheerful and winsome. Clients will want to call and talk, even if there’s not a problem to solve. You’re not a nameless person behind a ticket system, but a person who is there to help.
• Patience - Not all of our clients have a technical background. A few may ask what a browser is. You are able to communicate with people of all technical abilities, and while you will know more than most of the people you will talk to, you will never be accused of condescension.
• Client Relations - You are a pleasure to work with. Clients immediately like you and quickly respect you as a trusted expert. You understand the importance of client satisfaction and work tirelessly on their behalf.
• Follow Through - You don’t close a ticket until the client is satisfied. If you tell someone you’ll call someone on Friday morning at 10, you make the call. If you say an update will be made by COB Thursday, it gets done - every time.

Education/Experience

• A Bachelor’s degree in any field.
• Baseline knowledge of HTML and CSS.
• At least two years work experience in a related field.
• Experience working with non-profits is helpful.

Local candidates preferred, but out-of-town submissions are welcome. Compensation will be commensurate with abilities and experience.

If you are interested in applying for this position, please send a cover letter and resume to hr@silaspartners.com. No phone calls please.

Please include HELP DESK SUPPORT in the subject line.

About Silas Partners

Silas Partners helps Christian ministries and other humanitarian non-profit organizations to improve their communication and expand their reach through effective use of the Internet and other emerging technologies. The focus of Silas Partners is to provide online communication services to the ministry and non-profit community. We are a full-service web agency offering expertise in the areas of web strategy, web design, web programming, multimedia production and delivery, and online marketing. Silas Partners is a for-profit company serving the non-profit market.

Silas Partners is located in Alexandria, Virginia, just north of Old Town. We are a division of Trinet Internet Solutions, based in Irvine, California. By joining Silas Partners, you will work in an environment where you can develop your professional skills and deliver work of the highest quality, while joining together with hundreds of non-profit organizations that are making a difference around the world.