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Information Technology (IT) Support Specialist

11:25:00 AM
The International Center for Research on Women (ICRW). Washington, DC, USA.
Open until filled.

Summary:

The Information Technology (IT) Support Specialist is responsible for providing timely and accurate end user support to approximately 60+ users in Windows XP/Windows 7 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.

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 Supervisor. 
  • May assist in maintenance of 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 Supervisor.
  • 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. 
  • May assist with establishing 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.    
  • Trains new employees on the use of computers and telephone equipment.  
  • Manages the organization’s PC recycling plan at the direction of the Supervisor.
  • 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 required. 

Required Skills:

  • Bachelor’s degree or equivalent in a related field (MIS, IT, Computer Science) or equivalent formal computer training (i.e. certification).
  • Two (2) to three (3) years supporting end users to include hardware/software installation and configuration and technical troubleshooting.
  • Must possess a strong working knowledge of Windows XP and Windows 7 operating systems and the MS Office 2010 Suite (Outlook, Word, Excel, PowerPoint, and Access); Windows Server; familiarity with Mac machines is desirable.   
  • 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. 
  • Knowledge of Backup Exec or general off-site storage procedures desirable.

To Apply:

Interested candidates should submit a letter of interest, resume and salary history/requirements to jobs@icrw.org with “IT Support Spec” in the subject line.
Due to the large volume of responses we receive, ICRW is not able to provide candidacy status on an individual basis. Only candidates selected for an interview will be contacted.
ICRW is an equal opportunity employer, M/F/D/V.
Screening of applicants will continue until the position is filled.

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