Coordinator, IT Technical Support

6 days left

Location
United States- Arlington, VA
Posted
Jul 13, 2018
Closes
Jul 28, 2018
Function
IT
Industry
Associations
Hours
Full Time

COORDINATOR, IT TECHNICAL SUPPORT

Conservation International (CI) has been protecting nature for the benefit of all for over 30 years. Through science, policy, and partnerships, CI is helping build a healthier, more prosperous and more productive planet. 

POSITION SUMMARY:

This position will be reporting to the ITSM Director, providing both first and second tier technical support to system end users. Handle routine technical support issues in the areas of PC support including configuring new and existing PCs, MACs and peripherals and performing basic hardware and software installations. Review, troubleshoot and resolve issues reported by users and work with other members of the IT Technical Support team to resolve more complex issues.

Ensure user requests, follow up actions and final resolution are documented in a tracking or ticket system. Assist management in reviewing trends in support requests and help build end user capacity and skills by providing tools, training and other resources as appropriate. 

Work with other IT staff to support system upgrades and deployments to new and existing computers and ensuring compliance with overall CI Information Technology standards and protocols. 

RESPONSIBILITIES:

Hardware support (macOS and Windows):

  • Configuration/reconfiguration of new/existing devices.
  • Maintenance, managing (storing/safeguarding) and decommissioning of devices.
  • Troubleshooting of all devices and coordination with vendors for repair.
  • Troubleshooting of basic network issues.
  • Documentation of known issues and their resolutions.

Software support (All CI approved Software):

  • Installation and configuration.
  • Uninstallation and troubleshooting.
  • Documentation of known issues and their resolutions.
  • Instructions (for Tech and users).

Printer support:

  • Maintenance.
  • Support.
  • Documentation/instruction.
  • Coordinate with Meridian for repairs and exchange/replacement of printers and purchase of toners.

Telephony (IP softphone, Jabber and Mobile phones)

  • Configuration and setup.
  • Installation and configuration of IPC (Windows only)
  • Installation and configuration of Jabber client.
  • MeetMe basics.
  • Email setup on Mobile phones.
  • Wi-Fi setup on Mobile.
  • Troubleshooting Jabber, IPC and Mobile phones).

IT tools/Services:

  • Familiarity with all IT Tools.
  • Ability to train employee on all tools offered by IT.
  • Informed on all IT procedures and the ability to train other techs/employees.
  • Informed on where to find IT tools and procedure instructions for Techs and fellow employees.

People and Resource Management Responsibilities:

  • Not responsible for managing staff but may direct the work of vendors or interns.  Does not have authority to allocate resources or approve budget expenditures.

WORKING CONDITIONS:

  • Typical office environment.
  • Able to lift heavy equipment (40lbs +).
  • Ability to work beyond normal works hours as needed.

QUALIFICATIONS:

Required

  • Bachelor’s Degree in a technical Field (Computer Science, IT or engineering) or equivalent combination of education and experience.
  • 2+ years’ experience in providing technical support. Proficient in diagnosing, support and resolution of desktop hardware, software and operating systems issues. 
  • Experience in using a user request ticketing or tracking system.
  • Excellent customer support skills. 
  • Strong technical skills, analytical thinking and attention to detail.
  • Proven team player.  Able to work and communicate effectively with peers and staff from a variety of backgrounds and cultures.
  • Able to lift heavy equipment (40lbs +).

Preferred

  • Fluency in one or more foreign languages (Spanish, French etc…) a plus.
  • Ability to multi task.
  • Ability to maintain accurate and detailed records.
  • Sensitive to different cultures of the world.

To apply please submit your resume and cover letter.

Conservation International is an Affirmative Action/ Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities.  It is the policy of CI to afford equal employment opportunity to all employees and applicants for employment. CI offers reasonable accommodation in the employment process for individuals with disabilities.  If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.  If you require an application accommodation due to a disability, please e-mail your request to applyhelp@conservation.org and include "accommodation" in the subject line.

CI Values

We expect that all employees will embrace the values of our organization.

Passion: We are inspired by nature and cherish the diversity of life in all of its forms. 

Respect: We respect and trust each other, and we embrace our diversity of cultures, talents, and experiences.

Integrity: We act with integrity and are accountable for our actions.

Optimism: We are optimistic about the future of life on Earth and are confident that, with our partners, we will achieve unprecedented conservation results.

Courage: We tirelessly pursue our vision, taking bold action and persevering through challenges.

Teamwork: We work together, recognizing that openness, collaboration and cooperation are fundamental to achieving a healthy and prosperous world for all.

 



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