IT Support Specialist

NCTA Education Foundation, Inc; Washington, Northern (District of Columbia, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

NCTA Education Foundation, Inc in Washington, DC seeks an IT Support Specialist to be the frontline staff technology partner, handling hardware, software, and services support. The role responds to requests via phone, e-mail, and Slack, and logs work in Jira.

You will report to the VP of IT and assist the Senior Systems Administrator on projects and deployments. You will deploy devices, manage inventory, maintain IT records, and contribute to knowledgebase entries.

Qualifications

• Two years of IT experience required.
• Strong knowledge of Windows and Microsoft Office.
• Familiarity with MacOS and iOS, and Android.
• Ability to communicate effectively in writing and verbally.
• Willing to work after hours as needed.

Responsibilities

• Provide hands-on helpdesk support to staff for PC/Mac usage and software.
• Deploy and manage devices and assist in inventory maintenance.
• Deploy Windows laptops using Microsoft Configuration Manager and maintain with ManageEngine.
• Maintain IT records, tickets in Jira, and knowledgebase entries.
• Provide Zoom configurations and conference room audio/video support.
• Assist with printer installation and maintenance, including drivers and supplies.
• Prepare workstations for new hires and provide day-one training on IT systems and policies.
• Other tasks and projects as needed.

Skills

Helpdesk support

Windows OS

MacOS

Office 365

Networking basics

Verizon Wireless

Tools

Jira

SCCM

ManageEngine

Mosyle

Tenable

Job description

Description

The IT Support Specialist serves as NCTA’s primary staff-facing technology partner and user experience advocate. As the first responder for hardware, software, and services support, the ideal candidate for this role will be energetic, personable, eager to learn, determined for success, and a stickler for details. The person in this role can expect requests for assistance via phone, e-mail, and Slack. All work performed is to be tracked in Jira tickets with accurate and timely updates. This role reports to the Vice President of Information Technology and assists the Senior Systems Administrator and Systems Administrator on tasks and projects as needed.

Requirements

• Provide hands-on helpdesk assistance to NCTA staff with questions pertaining to general PC or Mac usage, specific software utilization, and cloud-services functionality.
• Develop an understanding of and familiarity with the wide variety of applications and services in use at NCTA, including Zoom, Slack, Box, Airtable, Miro, and ChatGPT, among others.
• Deploy new computers, smartphones, and tablets. Assist in maintaining inventory of devices and services.
• Deploy Windows laptops using Microsoft Configuration Manager and maintain them using ManageEngine.
• Deploy and manage Mac OS computers using Mosyle.
• Monitor software updates to Windows and Mac computers, addressing any out-of-date machines.
• Maintain the Association’s loaner laptops by keeping loaner machines patched and functional and maintaining accurate records of loans and returns.
• Using Tenable, conduct regular sweeps of the Association’s PCs and Macs to ensure that none are falling behind in updates or harbor vulnerabilities.
• Assist in managing mobile device connectivity through Verizon Wireless.
• Assist with printer installation and maintenance, including the installation of drivers, the tracking and ordering of supplies, replacement of toner, and correcting jams.
• Maintain IT records and documentation, including hardware inventory, IT tasks scheduling and project completion, and knowledgebase/helpdesk entries, etc.
• Prepare workstations for new hire orientation and provide new employees with day-one training on NCTA’s IT systems, services, and IT policies.
• Provide meeting scheduling support, Zoom configurations, and conference room audio/video support.
• Other tasks and projects as needed.

Qualifications

• At least two years of experience in the Information Technology field.
• Computer hardware and software certification or equivalent experience.
• An intimate knowledge of Windows and Microsoft Office—Word, Outlook, Excel, and PowerPoint.
• Understanding of networking concepts, basic TCP/IP addressing, and Wi-Fi principles.
• Familiarity with Apple MacOS and iOS, as well as the Google Android OS.
• Ability to communicate effectively both verbally and in writing.
• An unfailing attention to detail, dedication to accuracy, and dependable follow-through with minimum direct supervision.
• Must be willing to work after hours as needed, often with little or no advance notice.