Temporary Information Technology Support Specialist

Job Location:

Washington, D.C.

The temporary information technology (IT) support specialist is responsible for providing timely and accurate end user support to approximately 100 users in Windows XP environment. The incumbent is responsible for comprehensive help desk support including hardware and software maintenance (e.g., desktops, laptops/peripherals, including, but not limited to printers, scanners, Blackberries, etc.), installation of new/upgraded hardware and software as requested and responding to general help desk requests. The incumbent is also responsible as the primary interface with building engineers, security and facilities contractors.

Duration: 3 – 6 months

Primary Duties:

• Installs, configures, and maintains the organization's workstations. Manages performance and maintains security of workstation and connections to the LAN. Works with multiple hardware and software platforms at an intermediate level.
• Manages inventory tracking of computer equipment and other assets at the direction of the IT Systems Engineer.
• Maintains Active Directory including user account creation and maintenance, group account and permissions
• Support Remote Access, Terminal Services and Virtual Network Computing (VNC) services.
• Monitors LAN, WAN, and servers as needed or upon direction of the IT Systems Engineer.
• Installs and modifies personal computer hardware and software, peripherals and Blackberries.
• Responds to help desk requests from users with either resolution or update on progress within 24 hours of receipt of request. Responds to urgent requests as soon as possible when users’ productivity is affected.
• Diagnoses hardware, software, and operator problems; takes remedial actions as needed.
• Loads and configures software (e.g. operating systems, other commercial applications, etc.). Installs security patches, software updates and/or upgrades as directed on workstations.
• Performs nightly back-ups of all ICRW servers and prepares material for off site storage; may perform server restorations as needed; reviews event logs as directed.
• Assists with the deployment/implementation of new software applications.
• Provides IT assets for employee travel (laptops, blackberry, etc.) and supports ICRW permanent laptop assignments.
• Establishes user access (network, voice mail, e-mail), for all new employees at least one (1) business day prior to the arrival of the new employee.
• At the request of users, configures and prepares A/V and computing equipment for departmental and corporate meetings; breaks down equipment and ensures it is properly stored after conclusion of meetings. Arranges tables and chairs for various meeting configurations.
• Trains new employees on the use of computers and telephone equipment.
• Manages the organization’s PC recycling plan at the direction of the Director, IT.
• Updates and maintains department’s SOP (Standard Operating Procedures) with input from teammates.
• Maintains a strong working knowledge of the Microsoft Office Suite (Word, Outlook, Excel, PowerPoint and Access) in order to provide guidance to end-users of these software applications.
• Develops and delivers ad hoc training on various desktop applications (e.g. Outlook, PowerPoint) to end-users in group sessions and one-on-one.
• Supports staff telecom requests and manages software for moves, changes, additional numbers, and voicemail requests.
• Performs other duties as directed by the Director, IT.

Required Skills:

• Bachelor’s degree or equivalent in a related field (MIS, IT, Computer Science) or equivalent formal computer training (i.e. certification).
• Two to three years supporting end users to include hardware/software installation and configuration and technical troubleshooting.
• Must possess a strong working knowledge of Windows XP operating system and the MS Office Suite (Outlook, Word, Excel, PowerPoint, and Access).
• Must possess strong working knowledge of Active Directory, Remote Access, Terminal Services and Virtual Network Computing (VNC).
• Must possess good oral and written communication skills, as well as strong interpersonal skills to deal with user population in a professional and tactful manner, sometimes in tense situations.
• Must be able to maintain confidential/sensitive information regarding user account content and user access.
• Awareness of or basic telecom software management skills to maintain telecom operations for staff.
• Knowledge of Citrix desktop environment maintenance is a plus.

How To Apply:

If you feel your credentials are a match for our requirements, please submit a cover letter and resume as an e-mail attachment to Human Resources at jobs@icrw.org. Candidates who do not submit all the requested application materials will not be considered. Please indicate “IT Support Spec” in the subject line of the email.

Due to the volume of resumes we receive, we are not able to respond to individual inquiries regarding the status of candidacy. Therefore, only candidates selected for an interview will be contacted.

ICRW is an equal opportunity employer, M/F/D/V.