IT Support Specialist — End-User & Desktop Tech

National-Center-For-Missing-; Alexandria (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

The National Center for Missing and Exploited Children is seeking an IT Support Specialist to provide general IT systems support, troubleshoot hardware and software, and serve as a technical resource on special projects at our Headquarters.

Includes on-site work with occasional overnight or weekend on-call shifts. A bachelor’s degree and 2+ years IT experience are preferred, with A+/MCSE certifications advantageous.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited college preferred.
• Minimum of two (2) years of technical experience in the information technology arena
• Certifications in A+, MCDST, MCSE preferred

Responsibilities

• Perform onsite analysis, diagnosis, and resolution of information technology issues for end users, and recommend and implement corrective solutions
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install, configure, test, maintain, monitor, and troubleshoot end-user information technology hardware and software in order to deliver required desktop service levels.
• Install, configure, test, maintain, and troubleshoot end-user telecommunications equipment including VOIP phones, softphones and mobile devices.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Receive and respond to incoming calls, IMs, and/or e-mails regarding support issues.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Skills

Customer service

Communication skills

Problem solving

Teamwork

On-call flexibility

Education

Bachelor’s degree in Computer Science or equivalent

2+ years IT support experience

A+, MCDST, MCSE certifications preferred

Tools

Microsoft Windows

Office 365

VPN

VOIP systems

IT helpdesk ticketing systems

Networking fundamentals

IT hardware troubleshooting

Job description

The National Center for Missing and Exploited Children is seeking an IT Support Specialist to provide general IT systems support, troubleshoot hardware and software, and serve as a technical resource on special projects at our Headquarters.

Includes on-site work with occasional overnight or weekend on-call shifts. A bachelor’s degree and 2+ years IT experience are preferred, with A+/MCSE certifications advantageous.