The National Democratic Institute for International Affairs (NDI) is seeking an information technology specialist, Washington DC
The National Democratic Institute for International Affairs (NDI) is seeking an Information Technology Specialist to maintain, analyze, troubleshoot, and repair computer systems, hardware, software, desktops, networks and peripherals. This position will assist customers via remote access, or in person. Providing tier II support for the Help Desk team, this position handles the first level triage and liaisons to senior engineers for problem resolution. Additionally, this role will manage the IT inventory and procurement of services, hardware and software. This position does not have direct reports.
Responsibilities :
Hardware/Software :
- Perform desktop and laptop imaging, deployment and troubleshooting services as first level triage and escalate when necessary ;
- Perform security system configurations and administration. Conduct system updates, patches and policy deployment ;
- Collaborate with other engineers in administering network and security configurations ;
- Develop standard configurations and support requirements for systems and data communications ;
- Plan and execute large deployments of laptops (25+) including unpacking, inventorying, surplus, and disposal ;
- Perform basic network setup and troubleshooting ;
- Manage end user accounts ;
- Audio and video conference room support ;
- Monitor monthly usage by project code and communicate any changes with the program owners.
Support/Escalated tickets :
- Escalated support on network printers and computers to resolve technical issues; makes determination after investigating hardware and/software issues if vendor involvement is required or hardware replacement is warranted; non-routine and more complex issues for network printers and some computers, software applications and printer management including hardware repairs for printers and computers ;
- Provide initial support of Security alerts such as Carbon black.
IT Equipment Inventory Management :
- Oversee help desk to manage and maintain loaner pools for: laptop and desktop computers tablets, cell phones, digital and digital video cameras, projectors and software Licenses ;
- Perform inventory management of systems technology assets ;
- Procure hardware and software, including obtaining quotes from vendors and working with staff to make sure quotes are accurate, competitive, and in accordance with USG procurement and compliance regulations; inspect equipment and read order sheets to prepare for delivery to users ;
- Work with field offices to purchase equipment based on client specifications with the outside vendor and handles the billing and project codes reconciliation.
Qualifications :
- Associate’s degree minimum or a combination of education and experience in lieu of degree ;
- A minimum of 4 years of relevant experience including handling escalated tier 1 service desk tickets, complex hardware/software problem detection and resolution ;
- Demonstrated experience communicating as a liaison with different user levels and engineers ;
- Experience communicating technical information to non technical audiences along with the ability to provide details in an understandable manner to other parties for action ;
- Experience with inventory management and purchasing ;
- Proficient with administering Windows Clients ;
- Proficient in a variety of PC Technician tasks ;
- Proficient in administering LAN IP networks ;
- Strong troubleshooting and debugging skills ;
- Experience with handling multiple tasks ;
- Effective verbal and written communications skills with the ability to present and communicate technical information to non-technical audiences ;
- Organizational skills with attention to detail, accuracy, and timeframes ;
- Ability to practice discretion and maintain data confidentiality ;
- Ability and willingness to travel up to 10% globally.
Technical Knowledge :
- Familiarity with Meraki and Palo Alto Firewalls ;
- Working knowledge of Microsoft Mobile Device Management ;
- AWS Architect knowledge ;
- Computer client security software ;
- Understanding common IT security controls and protocols ;
- Google Apps (aka G Suite).
Physical Demands/Work Environment :
This job operates in an office setting in an open plan environment and may require sitting for long periods of time. The open plan environment consists of larger open spaces with less walls, offices or rooms. There can be periods of activity and talking amongst other employees that can be seen or heard more frequently in an open plan environment.
This role has daily, regular uses of office equipment such as computers, smartphones, copiers, and scanners which involves close visual activity, fingering, grasping, and reaching. This role has regular sedentary work with heavy use of cognitive skills. Frequently this position requires moving computers or other equipment and crawling into tight spaces to resolve technical issues. This would require the ability to lift or carry up to 25 lbs and frequently bend, twisting, or squatting.
Position Type and Expected Hours of Work :
This is a full-time position. Core hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m however there may be flexibility depending on department needs. Occasional evening and weekend work may be required as job duties demand.
Travel :
Candidates are expected to travel up to 10% globally. There may be occasional local travel but rare.
Comments :
Candidates must be legally eligible to work in the U.S. NDI does not provide sponsorship.
