Elizabeth Glaser is looking for an IT technical support specialist
Job Description :
Location: Washington, DC
Reports To: Office Manager / IT Support Manager
Classification: Full-time, non-exempt
« Sometimes in life there is that moment when it’s possible to make a change for the better.
This is one of those moments. »
Elizabeth Glaser :
The Elizabeth Glaser Pediatric AIDS Foundation is a global leader in the fight against pediatric HIV and AIDS, working in 16 countries and at over 5,000 sites around the world to prevent the transmission of HIV to children, and to help those already infected. Today, because of the highly successful work of the Foundation and its partners, pediatric AIDS has been virtually eliminated in the United States. With a growing global staff of over 3,100 —nine of 10 who work in the field—the Foundation’s global mission is to implement prevention, care, and treatment; further advance innovative research; and to execute strategic and targeted global advocacy activities to bring dramatic change to the lives of millions of women, children, and families worldwide.
Job Summary :
The Technical Support Specialist maintains and supports the client hardware, software and peripherals that make up the EGPAF office computer environment. Under the guidance of the Office Manager/IT Support Manager based in LA, this individual ensures EGPAF systems are stable and reliable. The Technical Support Specialist is the first-line of support for end-user technical issues.
Job Responsibilities :
Technical Support :
- Configures and deploys desktops, laptops, mobile devices, printers and other peripherals and performs troubleshooting, diagnostic, and maintenance actions on them ;
- VOIP phone setup and administration ;
- Provides one-on-one informal training to staff when required ;
- Triage issues and service requests via Track-It! trouble ticketing system & support email mailbox ;
- Troubleshoot end user issues and resolve upon first contact, when possible ;
- Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool ;
- Perform password resets ;
- Maintain conference rooms, making sure equipment is accounted for and in working order ;
- Provide « how to » assistance on internally supported devices, applications and systems ;
- Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate ;
- Leverage internal and external resources (knowledge bases, manuals, support sites or vendors) to answer questions and resolve issues ;
- Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups ;
- Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides ;
- Build relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded ;
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.
Department Administration :
- Handles software and hardware procurement, registration, inventory and storage ;
- Tracks and documents software licensing and maintenance ;
- Asset tracking of end-user hardware ;
- Documents helpdesk issues and other departmental processes ;
- Organizes and maintains storage facilities, conference rooms, server/network rooms and IT work areas.
Project Work :
- Assists IT department to implement end-user system upgrades, maintain laptop images, general end-user maintenance and upgrades ;
- Provides input to project as needed.
Required Qualifications :
- Bachelor’s degree preferred ;
- At least 2 years relevant experience ;
- Customer-service oriented approach ;
- Technical skills and experience :
- Demonstrated ability to troubleshoot ;
- Support, training and documentation ;
- Business-related hardware, software and peripherals ;
- Skillset in at least five of the following :
- PC computer hardware and software troubleshooting ;
- Windows 7 and higher client operating system expertise ;
- Experience with other operating systems (Apple iOS, Linux, Sun, etc.) ;
- MS Office (Outlook, Word, Excel, PowerPoint, Access) deployment and use
- VPN and/or remote Internet connectivity ;
- IT system management utilities (Ghost, LogMeInRescue, SolarWinds, etc) ;
- Client security (anti-virus, anti-spam, firewalls, etc) ;
- Mobile Devices configuration and support ;
- Remote meeting tools (Video conferencing, Blue Jeans, Webex, etc) ;
- Imaging ;
- A+ certification.
Competencies :
The Foundation expects all employees to possess the fundamental competencies of interpersonal skills, communication, accountability, continual learning, and driving results. The ideal candidate will either be proficient or advanced in the following set of competencies, specific to this position’s level of Individual Contributor :
- Problem Solving – Problem solving is a person’s ability to use critical thinking to identify and analyze problems, weigh relevance and accuracy of information, generate and evaluate alternative solutions, and makes recommendations ;
- Flexibility – Flexibility is a person’s ability to be open to change and new information and rapidly adapt to new information, changing conditions, or unexpected obstacles ;
- Resilience – Resilience is a person’s ability to deal effectively with pressure, remain optimistic and persistent under adversity, and recover quickly from setbacks ;
- Time Management – Time management is a person’s ability to effectively manage one’s time and resources to ensure that work is completed efficiently.
The Elizabeth Glaser Pediatric AIDS Foundation (EGPAF) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, EGPAF complies with applicable state and local laws governing nondiscrimination in employment in every location in which the Foundation has facilities.
