Missingkids
Senior IT Support Specialist
Missingkids, Alexandria, Virginia, us, 22350
Headquarters, 333 John Carlyle, Alexandria, Virginia, United States of America
Req #539Tuesday, September 3, 2024TITLE:
Senior IT Support SpecialistFLSA STATUS:
ExemptDEPARTMENT
: HelpdeskWORK ENVIRONMENT and CONDITIONS
:General office environment, NCMEC facilityTRAVEL REQUIREMENT
:Less than 10%HOURS and SCHEDULE
:Monday – Friday, 9:00am to 5:30pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management. On-call rotation for overnight and weekend shiftsPHYSICAL and MENTAL REQUIREMENTS
:Ability to work in an office environment and concentrate on complex tasks for extended periods of time. Physically capable of handling computer equipment, including lifting, moving computer systems.REPORTS TO
:Works under the general supervision of the Manager, Information Technology Infrastructure and ServicesSUPERVISION EXERCISED
:Occasional project management and team lead opportunitiesRESPONSIBILITY FOR PUBLIC CONTACT
:LimitedLICENSING AND CERTIFICATION
:N/AGENERAL DESCRIPTION:Position acts as a technical lead for Desktop Services and is responsible for installing, configuring, securing, administering, maintaining and troubleshooting NCMEC information technology systems. Position plans and manages special IT projectsESSENTIAL DUTIES AND 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, PDAs, etc.Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.
Perform moves, adds, and changes (MAC) requests as requiredDesign, implement and document technical solutions and systems that enhance NCMEC’s ability to carry out its missionAct as project manager for special IT projectsAct as subject matter expert on designated technologiesAdminister and manage enterprise IT systems
Receive and respond to incoming calls, pages, 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.Identify and learn appropriate software applications used and supported by the organization.
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
Ensure conformance of all systems and services with current information security standardsDevelop curriculum and provide training to end users in the use of NCMEC information technology resources.Mentor and provide training to TSD staff members
Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional mannerConform with and abide by all regulations, policies, work procedures, and instructionsRespond promptly when returning telephone calls and replying to correspondence and faxesEDUCATION AND EXPERIENCE:Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited collegeMinimum of Four (4) years of technical experience in the information technology arenaCertifications in A+, MCDST, MCSE, MCTS, MCITP, ACMT preferredSKILLS, KNOWLEDGE, AND ABILITIES
:Experience supporting Microsoft Windows, Apple OSX, Linux and Unix operating systemsExperience administering and maintaining network systemsExperience with information security technologies and protocolsUnderstanding and experience with FAT, FAT32, NTFS, HPFS, EXT2, EXT3 file systemsExperience supporting Microsoft Windows Office productsExperience providing support for networking and Internet related technologies including email clients, web browsers, VPNs and various networking protocols
Experience with enterprise networks and telecommunications systems and protocols including VOIP systems, mobile wireless devices, and smartphones.Experience with IT helpdesk ticketing systems/software.Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.Fundamental understanding of project management concepts
Excellent technical knowledge of PC and desktop hardware
Hands-on hardware troubleshooting experience
Able to read and understand technical manuals, procedural documentation, and OEM guides.Very high degree of trustworthiness and sensitivity for confidentiality
Excellent verbal and written communications skills
Excellent interpersonal skillsStrong customer service and follow through skillsAbility to consistently follow response and escalation processes yet quickly adapt to unplanned or ambiguous situations
Some travel required to branch officesMust be able to work overnight and weekend on-call shiftsAdaptability, flexibility and ability to work as part of a team or in an individual capacityAbility to handle and maintain the integrity and confidentiality of highly sensitive material and informationAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.The National Center for Missing and Exploited Children is an EO employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.Headquarters, 333 John Carlyle, Alexandria, Virginia, United States of America
#J-18808-Ljbffr
Req #539Tuesday, September 3, 2024TITLE:
Senior IT Support SpecialistFLSA STATUS:
ExemptDEPARTMENT
: HelpdeskWORK ENVIRONMENT and CONDITIONS
:General office environment, NCMEC facilityTRAVEL REQUIREMENT
:Less than 10%HOURS and SCHEDULE
:Monday – Friday, 9:00am to 5:30pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management. On-call rotation for overnight and weekend shiftsPHYSICAL and MENTAL REQUIREMENTS
:Ability to work in an office environment and concentrate on complex tasks for extended periods of time. Physically capable of handling computer equipment, including lifting, moving computer systems.REPORTS TO
:Works under the general supervision of the Manager, Information Technology Infrastructure and ServicesSUPERVISION EXERCISED
:Occasional project management and team lead opportunitiesRESPONSIBILITY FOR PUBLIC CONTACT
:LimitedLICENSING AND CERTIFICATION
:N/AGENERAL DESCRIPTION:Position acts as a technical lead for Desktop Services and is responsible for installing, configuring, securing, administering, maintaining and troubleshooting NCMEC information technology systems. Position plans and manages special IT projectsESSENTIAL DUTIES AND 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, PDAs, etc.Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.
Perform moves, adds, and changes (MAC) requests as requiredDesign, implement and document technical solutions and systems that enhance NCMEC’s ability to carry out its missionAct as project manager for special IT projectsAct as subject matter expert on designated technologiesAdminister and manage enterprise IT systems
Receive and respond to incoming calls, pages, 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.Identify and learn appropriate software applications used and supported by the organization.
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
Ensure conformance of all systems and services with current information security standardsDevelop curriculum and provide training to end users in the use of NCMEC information technology resources.Mentor and provide training to TSD staff members
Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional mannerConform with and abide by all regulations, policies, work procedures, and instructionsRespond promptly when returning telephone calls and replying to correspondence and faxesEDUCATION AND EXPERIENCE:Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited collegeMinimum of Four (4) years of technical experience in the information technology arenaCertifications in A+, MCDST, MCSE, MCTS, MCITP, ACMT preferredSKILLS, KNOWLEDGE, AND ABILITIES
:Experience supporting Microsoft Windows, Apple OSX, Linux and Unix operating systemsExperience administering and maintaining network systemsExperience with information security technologies and protocolsUnderstanding and experience with FAT, FAT32, NTFS, HPFS, EXT2, EXT3 file systemsExperience supporting Microsoft Windows Office productsExperience providing support for networking and Internet related technologies including email clients, web browsers, VPNs and various networking protocols
Experience with enterprise networks and telecommunications systems and protocols including VOIP systems, mobile wireless devices, and smartphones.Experience with IT helpdesk ticketing systems/software.Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.Fundamental understanding of project management concepts
Excellent technical knowledge of PC and desktop hardware
Hands-on hardware troubleshooting experience
Able to read and understand technical manuals, procedural documentation, and OEM guides.Very high degree of trustworthiness and sensitivity for confidentiality
Excellent verbal and written communications skills
Excellent interpersonal skillsStrong customer service and follow through skillsAbility to consistently follow response and escalation processes yet quickly adapt to unplanned or ambiguous situations
Some travel required to branch officesMust be able to work overnight and weekend on-call shiftsAdaptability, flexibility and ability to work as part of a team or in an individual capacityAbility to handle and maintain the integrity and confidentiality of highly sensitive material and informationAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.The National Center for Missing and Exploited Children is an EO employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.Headquarters, 333 John Carlyle, Alexandria, Virginia, United States of America
#J-18808-Ljbffr