Title: IT Support Specialist
Status: Regular, full-time
Location: Alexandria, VA
Division: Information Technology
The IT Support Specialist will provide first-level end-user technical support and administration for PC hardware and software, telecommunications, email, data-storage and backup. The job also includes configuring and installing desktop PCs, resolving hardware/software issues, troubleshooting connectivity issues, and ensuring user satisfaction.
Essential Duties and Responsibilities
● Acts as first point of contact and responds to user requests for problem resolution related to hardware, software, printing, telecommunication systems, and other related equipment and applications.
● Builds, repairs, upgrades, and maintains PCs, including installation of various software and peripherals.
● Development and implementation of system upgrades and patch schedules.
● Basic networking hardware and software troubleshooting and configuration.
● Understanding of basic network protocols and log files, such as, but not limited to: TCP/IP, HTTP, DHCP, DNS, CAM, ARP, VOIP, BGP.
● Possess basic understanding of power over Ethernet, networking segmentation, firewalls, switching.
● Maintains and administers email, data-storage, VoIP systems.
● Provides general training to end users through new user orientation.
● Trains and orients staff on use of hardware and software if necessary.
● Recommends and/or performs upgrades on systems to ensure longevity.
● Familiar with IT Service Desk technology and SLA Management.
● Educated on various Customer Relationship Management tools with the ability to quickly learn and use them to fulfill associated staff requests.
● Other duties as assigned.
Qualifications and Competencies
● Associate’s or Bachelor’s Degree in Computer Science/Information Technology preferred. Relevant equivalent experience preferred.
● General knowledge of electronics, PC architecture, PC operating systems, Microsoft Office, Wireless Mobile Devices and associated applications, telephones, networking and email systems.
● Knowledge of PC hardware required.
● Demonstrated expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance, printer troubleshooting.
● Ability to prioritize and multi-task is essential.
● Excellent customer service skills required; ability to maintain a customer-service focus and attitude at all times.
● Solid analytical and problem-solving skills required.
● Must be able to work on multiple projects/priorities in a deadline-driven environment.
● Must be able to remain calm in pressure situations and adapt quickly to change.
● Excellent verbal and written communication skills required.
● Must be eligible to work in the U.S.
At Islamic Relief USA we are committed to safeguarding and protecting all individuals we come into contact with through our work. IRUSA representatives must adhere to its organizational values: Sincerity, Excellence, Compassion, Social Justice, and Custodianship. In accordance with these values, IRUSA operates and enforces policies on Safeguarding, Code of Ethics, and Anti-Harassment and Discrimination.