Specialist, IT Support
We are the oldest and largest global professional membership organization representing the field of endocrinology. Our members come from 122 countries, with 40 percent living outside the United States. We are unique in that our members are not only on the frontier of breakthrough research discoveries, but they also apply this knowledge in the treatment of patients with hundreds of debilitating hormone-related diseases and conditions.
We are passionate about our mission and are seeking a Specialist, IT Support who can provide hands-on, consultative, technical support for the Society’s staff and members. You will be responsible for conducting employee on-boarding and off-boarding IT processes as well as administering the Society’s help desk ticketing system which includes configuring hardware, providing training, resolving issues and more. We are looking for someone with an eye for detail and a diligent approach to their work who can maintain a positive and friendly customer service attitude, knowing their contributions help our society fulfill its mission of unraveling the mysteries of endocrine/hormonal conditions to eradicate diseases, such as diabetes, obesity, and thyroid disorders.
What you’ll bring to the job:
- A College degree desired or equivalent work experience.
- 2+ years end-user technical support experience in a professional office environment preferred.
- Excellent customer service skills and a helpful demeanor in all interactions.
- Strong communication skills, both written and verbal.
- Strong experience in Microsoft Windows desktop and server operating systems, specifically Windows 10, Windows Server 2012, Windows Server 2016. Some experience with additional platforms, including Mac OS, iOS, and Android is desirable.
- Experience supporting Office 365 environments (Email, SharePoint, OneDrive, Skype for Business, and other apps). Experience administering SharePoint and troubleshooting general user issues.
- Strong experience supporting commonly used applications including Office 2016, Adobe Acrobat, Citrix Receiver, and similar productivity tools.
- Experience providing remote support to teleworkers or other staff not located in the office.
- A familiarity with networking concepts such as DHCP, DNS, general routing, and wireless technologies.
- Experience in installing, and troubleshooting common issues with computers, printers, hardware, software, IP phones and other peripheral devices.
- A familiarity with online meeting and conferencing tools, including Zoom, Skype, GoToMeeting, WebEx, and similar.
- The ability to effectively balance multiple priorities.
- An openness to learning new skills and working in different areas of technology as needs shift.
We believe in and empower our staff. We know that with our investment in their growth, they have an even greater potential to contribute to our organization. Our core values embody the character and culture of our staff – they guide our decision making, interactions and how we serve our members. As an organization, we are committed to: demonstrating responsible stewardship, treating one another with trust and mutual respect, supporting work life balance, sustaining an inclusive environment, and fostering an environment that encompasses communication, service, collaboration, results & innovation.
What you’ll own:
- Monitoring the Society’s help desk tracking system to ensure user requests and resolutions are documented and successfully resolved in a timely manner. Providing post-resolution quality control follow-up and reporting deficiency trends to supervisor.
- Where appropriate, escalating tickets/issues to appropriate internal or external parties. Managing the communication with end-users, ensuring issues are followed up on and resolutions are documented.
- Completing the deployment and configuration of new equipment such as new workstations, servers, printers, and other hardware.
- Assisting in the administration of the Society’s network, including Active Directory.
- Assisting in the administration of the Society’s Office 365 environment – including email, SharePoint, OneDrive, Skype for Business, and others.
- Assisting Society staff and visitors with the use of meeting room resources – AV equipment, teleconferencing, video conferencing, etc.
- Administering the Society’s telephone system, including troubleshooting, moves, adds, and changes.
- Developing training materials and quick-reference guides for common issues or newly introduced technologies. Documenting common processes and procedures.
- Troubleshooting desktop, laptop, printer, hardware, software and other peripheral device issues.
- Maintaining accurate hardware and software inventory including, but not limited to desktops, laptops, printers, monitors, and software. Assisting in organizing the disposition of old equipment via asset disposal service providers.
- Maintaining printer supplies inventory, and ordering incidental computer supplies as needed.
- Performing network administration duties as assigned including user account maintenance. Supporting the Society’s cloud and remote access environments to ensure maximum availability and accessibility.
- Maintaining confidentiality with regard to the information being processed, stored, or accessed on computer systems.
- Other technology-related tasks as assigned – should be prepared to assist in different areas as needs shift.
What you’ll do well:
- Ensure that one's own and other's work and information are complete and accurate; carefully prepare for meetings and presentations; follow up with others to ensure that agreements and commitments have been fulfilled. Set up procedures to ensure high quality of work; monitor the quality of work by setting up procedures; act to verify information; develop and use systems to organize and keep track of information or work progress; organize information or materials for others; review and check the accuracy of information in work reports.
- Work cooperatively with others to achieve common goals. Effectively work and complete assignments in group settings by listening and responding appropriately to other team members, offering support, conferring with team members about their concerns, expressing disagreement constructively and working towards solutions that all team members can support.
- Interact and communicate with individuals at all levels of the organization. Plan and organize tasks to achieve objectives. Organize in sequential and/or logical order in preparation for accomplishing an objective. Have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (Microsoft Office Products, AMS).
What you’ll get out of it:
- Working with a staff that has passion for our mission, believes in one another and has fun.
- The chance to work in an environment that empowers staff to take informed risks and create new programs and services.
- A chance to make a contribution in a fun job with room to make it your own.
- A strong and competitive salary and benefits package that focuses on your well-being and financial health.
Endocrine Society offers a convenient downtown DC location within walking distance of Farragut North/Farragut West and Foggy Bottom Metro stations. Qualified candidates interested in a purposeful work environment, competitive salaries and excellent benefits, including a generous TIAA- CREF retirement plan with 10% employer contribution, should submit resume and cover letter with salary requirements.
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