IT Support Manager - Corporate

Goodwill of Greater Washington
Washington, DC
Jul 20, 2019
Jul 24, 2019
Full Time
Now hiring an exceptional IT Support Manager for a leading nonprofit in Washington, DC! Make a difference in your community.Generous vacation, comprehensive health benefits, tuition assistance and generous retail discount!Must have valid driver's license and own vehicle to travel, as needed, throughout the DC metro area to service our warehouses, school and retail stores.POSITION SUMMARY: Design, implement, and maintain computer systems that support the local and wide area network environments and our user community. These systems are used to manage functions like the application of software updates, anti-virus and anti-malware, mobile device management, and trouble ticketing. This position is responsible and will be held accountable for behaving in accordance with divisional and organizational RISE values and expectations. Primary Duties And ResponsibilitiesUtilize automated tools like ManageEngine to apply software patches received from Microsoft, Adobe, and other vendors to all devices in the environment. Analyze business and security requirements and then set up patching schedules and processes, as well as operational and executive reports.Deploy automated tools like Forticlient and Malwarebytes to scan all devices on the local area network to protect against viruses and other malicious software. Analyze business and security requirements and work with internal and external resources to set up appropriate scanning schedules, processes, and reporting.Set up and configure a mobile device management tool to manage all mobile devices issued by the organization and all "guest" devices connected to our network. Analyze business and security requirements and work with internal and external resources to set up appropriate device rules, processes, and reporting.Manage user account administration within Microsoft Active Directory and Microsoft Office 365. Must also be familiar with various Microsoft operating systems such as Windows 2008 and 2012R2, and Windows 7 and Windows 10.Provide second and third level support as needed on "help desk" requests and provide coaching and mentoring to first level support personnel.Escalate issues as needed to external vendors and work with them to resolve as quickly as possible. Communicate issue status to stakeholders and maintain records of all issues for historical trend analysis.Consult with users in all Divisions to determine hardware, software or system functional requirements. Oversee the ordering and provisioning of new devices and the retirement of old devices to ensure that capital asset information is appropriately recorded and updated.Assist the IT Director in maintaining the network infrastructure, including servers, switches, firewalls, and other devices.Execute on various initiatives and projects as directed by the IT Director or CIO.Perform other job-related duties as assigned.Required QualificationsFive or more years' experience in systems administration, "help desk", or similar IT support functions.Associate's degree from an accredited institution in a related field.Excellent oral and written communication skills.Passion for providing excellent customer service. Must have the ability to work effectively with staff at all levels within the organization, as well as external vendors.Positive, flexible attitude and ability to adjust priorities quickly to meet changing business needs.Self-starter who can work effectively with minimal direction and oversight from management.Prior experience with automated patching tools like ManageEngine.Prior experience with various anti-virus and anti-malware products.Prior experience with mobile device management tools.Excellent working knowledge of Microsoft Office 365 and Microsoft Office 2016/2019 product suite including Outlook, Word, Excel, PowerPoint, and Teams.Strong working knowledge of PC and printer hardware. Ability to perform basic hardware maintenance and to troubleshoot effectively.Deep understanding of Active Directory as well as Windows 10, Windows 7, iOS, and Android operating systems.Strong aptitude for and interest in learning new things.Must have own transportation and be able to visit other locations within the Washington, DC metropolitan area as needed to quickly resolve issues.Preferred QualificationsPrevious work experience with a non-profit organizationPrevious work experience supporting a retail organizationIT industry certifications such as A+ or Microsoft certifications

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