POSITION: IT Support Specialist

REPORTS TO: Senior Director, Business Operations & IT

DIVISION: Administration & Legal

STATUS: Exempt

Responsibilities: The IT Support Specialist is responsible for anticipating and responding to the needs of internal client IT users. This position will oversee helpdesk tickets & alerts, route issues based on priority, assist end users, and service desktop hardware/software as part of our support team. In addition, the position will provide training to new hires on all IT systems, policies and procedures as well as the organization’s document management system and will provide periodic “refresher” and updates training to staff. The position will regularly assess the organization’s IT structure and systems and make recommendations to the Senior Director, Business Operations & IT and to the Executive Vice President, General Counsel & COO. The IT [Specialist] will provide technical support to staff hosting webinars and live streaming events, and will be responsible for the A/V systems in the O’Grady Conference Center including ensuring that all systems are working properly on the day of scheduled events. The IT Support Specialist will maintain a current inventory of all IT and AV software and hardware and ensure consistent use of systems in and among departments.

The IT Support Specialist must be able to independently manage IT projects, provide professional, practical advice and consultation to end users, work closely with individuals and departments to meet their IT needs, learn existing systems and make recommendations for changes or modifications, oversee the document management system and conduct IT trainings on the organization’s systems. Leveraging a high level of technical experience with outside-the-box thinking, innovative ideas and the desire to quickly find a solution to every problem is part of the daily job

Knowledge, Skills & Abilities:

· Excellent written and verbal communication skills

· Strong customer orientation

· Ability to work efficiently in a team as well as independently and prioritize tickets based on immediate needs

· Experience working with desktop software and hardware

· Advanced knowledge of Microsoft operating systems and Apple products and Office 365 Support

· Ability to adapt to change and handle stressful situations with patience and kindness

· Hands-on experience and a high comfort level working with all types of hardware including laptops, desktops and printers

· Effective trainer who can convey IT concepts to persons with wide range of IT knowledge and comfort

· Analytical thinker with the ability to "think outside the box" to resolve customer impacting situations

· Cloud platform experience

· Experience using or supporting Mac hardware/software

· Experience supporting mobile devices and BYOD concepts

· Experience with MSTeams, Zoom conferences and webinars

· Experience with document management systems

Educational & Experience:

Any combination of education and experience likely to provide the required knowledge, skills, and abilities, including:

• Minimum 2-3 years of experience working in the IT support industry
• BS/BA or equivalent certification or experience

Work Environment:

· This position may require extended periods of standing, sitting, as well as some repetitive movements, bending and repetitive lifting of minimal weight

• Reasonable accommodations may be made to enable individuals with disabilities to perform the key components and primary responsibilities

Job Type: Full-time

Pay: $60,000.00 - $84,696.59 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Alexandria, VA 22314: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 2 years (Required)

Work Location: In person

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