USA for UNHCR
Technical Support Specialist
USA for UNHCR, Washington, District of Columbia, us, 20022
SUMMARY
The Technical Support Specialist role requires professionalism, technical expertise, and a strong commitment to customer service. This role demands excellent troubleshooting skills, attention to detail, and effective multitasking. You will handle technical issues independently, configure and deploy IT equipment, and provide one-on-one staff training. You'll also maintain key documentation and collaborate with subject-matter experts to improve service.
The ideal candidate will align with our core values: Collaborative, Innovative, and Transparent.
As we advance into a future designed by technology and collaboration, you will:
Enhance Operational Efficiency: Support initiatives that improve IT processes, ensuring timely and effective solutions for end-users.Drive User Engagement: Champion the onboarding experience for new staff by providing training and support.Facilitate Collaboration: Serve as a vital connector between IT and other departments, ensuring alignment and collaboration in achieving organizational goals.ESSENTIAL DUTIES AND RESPONSIBILITIES
Technical Support
Configure and deploy desktops, laptops, mobile devices, printers and other peripherals and perform troubleshooting, diagnostic, and maintenance actions on them
Triaging issues and servicerequests via ticketing system &support emailmailbox, which includes:Troubleshooting end-user issues and resolve upon first contact, when possibleAccurately recording and documenting alldetails of the issue or service request, including categorization and priority into the IT service desk toolEscalating issues to appropriate second and third-level subject-matter experts by service-level agreements,and follow up on incidents when appropriateLeveraging internal and external resources (knowledge bases, manuals, support sites, or vendors) to answer questions and resolve issuesResponding to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
Being an advocate for the end user to ensure they receivehigh-quality and timely service and supportProvide one-on-one informal training and "how to" assistance to staff when required; provide onboarding IT overview to new staff on their first day, and serve as a point of contact for equipment setup issuesMaintain conference rooms, making sure equipment is accounted for and in working orderBuild relationships with second- and third-level subject-matter experts to ensure IT-delivered services and end-user productivity goals are understood and met or exceededVOIP phone setup and administrationPerform password resets.Department Administration and Operations
Handle software and hardware procurement, registration, inventory and storageContribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.Organize and maintain storage facilities, conference rooms, server/network rooms, and IT work areas; ensure conference room equipment is accounted for and in working order..Help the Operations team with Office Cleanliness when they are out of the office.Assist in implementing end-user system upgrades, maintain laptop images, general end-user maintenance and upgradesProvides input to projects as neededOther duties as assignedTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Minimum 2 years of experience in information technology and customer support services; Associate's Degree in Information technology or computer science; Bachelor's degree in a related field preferred.In lieu of education/degree requirements a successful candidate will have:CompTIA A+ Certification.Strong working knowledge of desktop, laptop, mobile device and peripheral setup and troubleshootingFamiliarity with operating systems (ie: Windows, macOS) and mobile platforms (ie: iOS, Android)Understanding of networking fundamentals for troubleshooting connectivity issuesKnowledge of office productivity tools like Microsoft Office and integrated collaboration tools such as Zoom, Microsoft Teams, Slack.Ability to collaborate effectively with diverse teams and roles.Demonstrated experience in providing technical support, training, and documentation for business-related hardware, software, and peripherals.Windows 10 and higher operating systems experience along with others such as Apple, iOS, Linux, Sun, etc.MS Office deployment and use, Client Security, Mobile device configuration, Remote meeting tools, ImagingUnderstanding of networking fundamentals for troubleshooting connectivity issuesKnowledge of office productivity tools like Microsoft Office and integrated collaboration tools such as Zoom, Microsoft Teams, Slack.Working knowledge of ticketing systems and IT service desk operationsAdapt and quickly learn new systems, tools and technologiesDemonstrate a proactive approach to identifying issues and implementing solutionsHigh level of detail orientation and organizational skillsExcellent communication and interpersonal skills; Ability to work independently and as part of a team.Sound judgement and emotional intelligence when interacting with colleagues, peers, and vendors; Exercise patience and empathy when dealing with end-users' inquiries and support
WORK LOCATION
Hybrid + Washington, DC + May also involve travel to some locations within the company's region of operations and select donor locations.
COMPENSATION
$67,374 - $72,795
DISABILITY SPECIFICATIONS
USA for UNHCR will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
USA for UNHCR is an Equal Opportunity Employer. Refugees and all other protected classes are encouraged to apply.
The Technical Support Specialist role requires professionalism, technical expertise, and a strong commitment to customer service. This role demands excellent troubleshooting skills, attention to detail, and effective multitasking. You will handle technical issues independently, configure and deploy IT equipment, and provide one-on-one staff training. You'll also maintain key documentation and collaborate with subject-matter experts to improve service.
The ideal candidate will align with our core values: Collaborative, Innovative, and Transparent.
As we advance into a future designed by technology and collaboration, you will:
Enhance Operational Efficiency: Support initiatives that improve IT processes, ensuring timely and effective solutions for end-users.Drive User Engagement: Champion the onboarding experience for new staff by providing training and support.Facilitate Collaboration: Serve as a vital connector between IT and other departments, ensuring alignment and collaboration in achieving organizational goals.ESSENTIAL DUTIES AND RESPONSIBILITIES
Technical Support
Configure and deploy desktops, laptops, mobile devices, printers and other peripherals and perform troubleshooting, diagnostic, and maintenance actions on them
Triaging issues and servicerequests via ticketing system &support emailmailbox, which includes:Troubleshooting end-user issues and resolve upon first contact, when possibleAccurately recording and documenting alldetails of the issue or service request, including categorization and priority into the IT service desk toolEscalating issues to appropriate second and third-level subject-matter experts by service-level agreements,and follow up on incidents when appropriateLeveraging internal and external resources (knowledge bases, manuals, support sites, or vendors) to answer questions and resolve issuesResponding to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
Being an advocate for the end user to ensure they receivehigh-quality and timely service and supportProvide one-on-one informal training and "how to" assistance to staff when required; provide onboarding IT overview to new staff on their first day, and serve as a point of contact for equipment setup issuesMaintain conference rooms, making sure equipment is accounted for and in working orderBuild relationships with second- and third-level subject-matter experts to ensure IT-delivered services and end-user productivity goals are understood and met or exceededVOIP phone setup and administrationPerform password resets.Department Administration and Operations
Handle software and hardware procurement, registration, inventory and storageContribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.Organize and maintain storage facilities, conference rooms, server/network rooms, and IT work areas; ensure conference room equipment is accounted for and in working order..Help the Operations team with Office Cleanliness when they are out of the office.Assist in implementing end-user system upgrades, maintain laptop images, general end-user maintenance and upgradesProvides input to projects as neededOther duties as assignedTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Minimum 2 years of experience in information technology and customer support services; Associate's Degree in Information technology or computer science; Bachelor's degree in a related field preferred.In lieu of education/degree requirements a successful candidate will have:CompTIA A+ Certification.Strong working knowledge of desktop, laptop, mobile device and peripheral setup and troubleshootingFamiliarity with operating systems (ie: Windows, macOS) and mobile platforms (ie: iOS, Android)Understanding of networking fundamentals for troubleshooting connectivity issuesKnowledge of office productivity tools like Microsoft Office and integrated collaboration tools such as Zoom, Microsoft Teams, Slack.Ability to collaborate effectively with diverse teams and roles.Demonstrated experience in providing technical support, training, and documentation for business-related hardware, software, and peripherals.Windows 10 and higher operating systems experience along with others such as Apple, iOS, Linux, Sun, etc.MS Office deployment and use, Client Security, Mobile device configuration, Remote meeting tools, ImagingUnderstanding of networking fundamentals for troubleshooting connectivity issuesKnowledge of office productivity tools like Microsoft Office and integrated collaboration tools such as Zoom, Microsoft Teams, Slack.Working knowledge of ticketing systems and IT service desk operationsAdapt and quickly learn new systems, tools and technologiesDemonstrate a proactive approach to identifying issues and implementing solutionsHigh level of detail orientation and organizational skillsExcellent communication and interpersonal skills; Ability to work independently and as part of a team.Sound judgement and emotional intelligence when interacting with colleagues, peers, and vendors; Exercise patience and empathy when dealing with end-users' inquiries and support
WORK LOCATION
Hybrid + Washington, DC + May also involve travel to some locations within the company's region of operations and select donor locations.
COMPENSATION
$67,374 - $72,795
DISABILITY SPECIFICATIONS
USA for UNHCR will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
USA for UNHCR is an Equal Opportunity Employer. Refugees and all other protected classes are encouraged to apply.