Specialist, IT Support

World Food Program USA; Washington (District of Columbia); On-site; USD 52,000 - 64,000; Full time

Job summary

World Food Program USA is seeking an IT Support Specialist to provide first-line technology support for staff in the Washington, DC office and remotely across the United States. The role covers Windows and macOS devices, Microsoft 365, and office technology.

The ideal candidate is service-oriented, organized, security-conscious, and able to explain technical concepts to users with varying levels of experience. This in-office role requires five days per week in Washington, DC.

Qualifications

• Up to two years of relevant experience in help desk or customer-facing IT roles.
• Strong troubleshooting, customer-service, and communication skills.
• Ability to explain technical concepts clearly and document work status.

Responsibilities

• Provide first-line IT support for Windows and macOS devices.
• Troubleshoot issues with Microsoft 365, Outlook, Teams, and device peripherals.
• Configure and deploy new hardware for hires and departures.
• Maintain accurate asset inventory and ticket notes.
• Escalate complex incidents to the IT Manager or MSP as needed.
• Support hybrid/remote staff and assist with technology rollouts.

Skills

Troubleshooting

Customer service

Communication

Organization

Tools

Ticketing systems

Endpoint management

Remote-support tools

Asset-management systems

Microsoft Entra ID

Intune

Teams Rooms

SharePoint

OneDrive

macOS

MacBooks

iPads

reMarkable devices

Job description

The IT Support Specialist provides first-line technology support for WFP USA staff in the Washington, DC office and remotely across the United States. This role supports Windows and macOS devices, including laptops, MacBooks, iPads, and reMarkable devices, along with Microsoft 365, office and meeting-room technology, user accounts, peripherals, and approved applications, while ensuring issues are documented, resolved promptly, or escalated appropriately.

The ideal candidate is service-oriented, organized, security-conscious, and comfortable helping users with varying levels of technical experience

About World Food Program USA

World Food Program USA’s values provide the framework for how we behave and work together to reach our goals to feed and save the lives of the most vulnerable people around the world. Those values are:

Collaborative: We are all one team
Accountable: We own our work
Respectful: We are kind to each other
Inclusive: We champion diversity
Optimistic: We have a make it happen attitude

We are looking for applicants who embody these values and are invested in forwarding our mission.

Why Join Us?

• We are a dynamic, forward leaning, financially stable organization.
• You will be joining an effective, committed, high-performing group of colleagues who are well-regarded in the community.
• This position will play a crucial role in aiding the organization in their mission of ending global hunger
• Serve as the first point of contact for IT support requests via email, chat, phone, in person, and the IT service-management system.
• Troubleshoot common Windows 11 and macOS issues, including Microsoft 365, Outlook, Teams, OneDrive, SharePoint, MFA, printing, connectivity, peripherals, and approved applications.
• Prepare, configure, deploy, recover, and maintain Windows laptops, MacBooks, iPads, reMarkable devices, and approved accessories for new hires, replacements, and departing employees.
• Maintain accurate asset inventory, device assignments, warranty information, stock levels, and equipment disposition records.
• Provide on-site support for workstations, printers, conference rooms, audiovisual equipment, and hybrid meetings.
• Assist with approved routine account and access tasks while following security, privacy, least-privilege, and change-management procedures.
• Identify and immediately escalated security incidents, high-impact outages, privileged-access requests, network changes, vendor-related issues, or other matters outside the role’s authority.
• Gather relevant troubleshooting information and elevate unresolved or complex issues to the IT Manager and/or MSP for further action.
• Maintain clear ticket notes, setup instructions, knowledge articles, checklists, and standard operating procedures.
• Help with technology rollouts, equipment refreshes, office moves, security-awareness activities, and other IT projects as assigned.

Qualifications:

A well-qualified candidate will possess:

• Up to two years of relevant experience, including internships, help desk, retail technical support, campus IT, or similar customer-facing roles.
• Strong troubleshooting, customer-service, communication, and organizational skills.
• Ability to explain technical concepts in plain language, manage multiple requests, document work, and recognize when escalation is required.
• Commitment to protecting confidential information and following security and acceptable-use policies.

Preferred Qualifications:

• Experience with ticketing systems, endpoint management, remote-support tools, or asset-management systems.
• Familiarity with Microsoft Entra ID, Intune, Teams Rooms, SharePoint, OneDrive, macOS, MacBooks, iPads, Apple Business Manager, and reMarkable devices.
• Experience supporting a hybrid or geographically distributed workforce

Physical Requirements & Work Environment:

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional flexibility in schedule may be needed to support time-sensitive departmentalpriorities or established deadlines.
• This position is an in-officerole based in Washington, DC and requires working in the office for fivedays per week.

World Food Program USA is a nonprofit organization. This is a full-time position that offers a competitive salary and outstanding benefits. WFP USA is an equal opportunity employer. World Food Program USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.