Technology Support Specialist

National Center for Missing & Exploited Children • Alexandria, VA

1d • Onsite

About The Position

The IT Support Specialist provides general IT systems support by troubleshooting, resolving, installing, and maintaining hardware and software issues. The position also serves as a technical resource on special projects and supports end users at the organization’s headquarters, with some travel to branch offices. The role requires daily courteous and professional contact with staff and others, including law enforcement officials, and handling highly sensitive information with confidentiality.

The position generally works Monday through Friday, 9:00 a.m. to 5:30 p.m., for a minimum of 37.5 hours across five days per week, unless otherwise required or approved by management. An on-call rotation includes overnight and weekend shifts. The position reports to the Manager, Desktop Support, TSD, and may occasionally involve project management or team lead opportunities.

Requirements

• At least two years of technical experience in information technology.
• Experience supporting Microsoft Windows operating systems.
• Experience supporting Microsoft Office 365 products.
• Experience supporting networking and internet technologies, including email clients, web browsers, VPNs, and networking protocols.
• Experience with end-user telecommunications equipment and protocols, including VOIP systems, softphones, and mobile wireless devices.
• Experience with IT helpdesk ticketing systems or software.
• Demonstrated troubleshooting principles, methodologies, and issue-resolution techniques.
• Strong technical knowledge of desktops, laptops, and tablets, with hands-on hardware troubleshooting experience.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• High degree of trustworthiness and sensitivity to confidentiality, including the ability to maintain the integrity of highly sensitive information.
• Excellent verbal and written communication, interpersonal, customer service, follow-through, and organizational skills.
• Ability to follow response and escalation processes while adapting quickly to unplanned or ambiguous situations.
• Ability to work overnight and weekend on-call shifts and travel to branch offices as required.
• Ability to work in an office environment and concentrate on complex tasks for extended periods.
• Physical capability to handle computer equipment, including lifting and moving computer systems.
• Ability to prioritize multiple tasks and demonstrate proficiency with word processing, spreadsheet, and database software.
• Adaptability and flexibility, and ability to work both independently and as part of a team.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Systems Engineering, or an equivalent field from an accredited college.
• Certifications in A+, MCDST, or MCSE.

Responsibilities

• Analyze, diagnose, and resolve end-user IT issues onsite, and recommend and implement corrective solutions.
• Install and upgrade software, install hardware, implement file backups, and configure systems and applications.
• Install, configure, test, maintain, monitor, and troubleshoot end-user IT hardware and software to meet desktop service levels.
• Install, configure, test, maintain, and troubleshoot telecommunications equipment, including VOIP phones, softphones, and mobile devices.
• Perform preventative maintenance, including installing service packs, patches, hot fixes, and antivirus software.
• Perform staff hardware moves and relocations as required.
• Receive and respond to support requests by phone, instant message, and email.
• Document desktop equipment or component failures, repairs, installations, and removals.
• Record, track, and document troubleshooting decisions and actions through final resolution.
• Identify and learn the software applications used and supported by the organization.
• Ensure systems and services conform to current information security standards.
• Develop training curriculum and provide end-user training on the organization’s IT resources.
• Assist with external projects as directed.
• Communicate courteously and professionally with coworkers, management, law enforcement officials, and others.
• Follow regulations, policies, work procedures, and instructions, and respond promptly to calls and correspondence.
• Promote a professional image and support the organization’s mission to protect children worldwide.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed