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 Specialist
FLSA 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 shifts.PHYSICAL 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 and moving computer systems.REPORTS TO:
Works under the general supervision of the Manager, Information Technology Infrastructure and Services.SUPERVISION EXERCISED:
Occasional project management and team lead opportunities.RESPONSIBILITY FOR PUBLIC CONTACT:
Limited.LICENSING 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 projects.ESSENTIAL 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 required.Design, implement and document technical solutions and systems that enhance NCMEC’s ability to carry out its mission.Act as project manager for special IT projects.Act as subject matter expert on designated technologies.Administer 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.Ensure conformance of all systems and services with current information security standards.Develop 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 manner.Conform with and abide by all regulations, policies, work procedures, and instructions.Respond promptly when returning telephone calls and replying to correspondence and faxes.EDUCATION AND EXPERIENCE:
Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited college. Minimum of Four (4) years of technical experience in the information technology arena. Certifications in A+, MCDST, MCSE, MCTS, MCITP, ACMT preferred.SKILLS, KNOWLEDGE, AND ABILITIES:
Experience supporting Microsoft Windows, Apple OSX, Linux and Unix operating systems.Experience administering and maintaining network systems.Experience with information security technologies and protocols.Understanding and experience with FAT, FAT32, NTFS, HPFS, EXT2, EXT3 file systems.Experience supporting Microsoft Windows Office products.Experience 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 skills.Strong customer service and follow through skills.Ability to consistently follow response and escalation processes yet quickly adapt to unplanned or ambiguous situations.Some travel required to branch offices.Must be able to work overnight and weekend on-call shifts.Adaptability, flexibility and ability to work as part of a team or in an individual capacity.Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information.All 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.
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Req #539Tuesday, September 3, 2024TITLE:
Senior IT Support Specialist
FLSA 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 shifts.PHYSICAL 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 and moving computer systems.REPORTS TO:
Works under the general supervision of the Manager, Information Technology Infrastructure and Services.SUPERVISION EXERCISED:
Occasional project management and team lead opportunities.RESPONSIBILITY FOR PUBLIC CONTACT:
Limited.LICENSING 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 projects.ESSENTIAL 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 required.Design, implement and document technical solutions and systems that enhance NCMEC’s ability to carry out its mission.Act as project manager for special IT projects.Act as subject matter expert on designated technologies.Administer 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.Ensure conformance of all systems and services with current information security standards.Develop 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 manner.Conform with and abide by all regulations, policies, work procedures, and instructions.Respond promptly when returning telephone calls and replying to correspondence and faxes.EDUCATION AND EXPERIENCE:
Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited college. Minimum of Four (4) years of technical experience in the information technology arena. Certifications in A+, MCDST, MCSE, MCTS, MCITP, ACMT preferred.SKILLS, KNOWLEDGE, AND ABILITIES:
Experience supporting Microsoft Windows, Apple OSX, Linux and Unix operating systems.Experience administering and maintaining network systems.Experience with information security technologies and protocols.Understanding and experience with FAT, FAT32, NTFS, HPFS, EXT2, EXT3 file systems.Experience supporting Microsoft Windows Office products.Experience 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 skills.Strong customer service and follow through skills.Ability to consistently follow response and escalation processes yet quickly adapt to unplanned or ambiguous situations.Some travel required to branch offices.Must be able to work overnight and weekend on-call shifts.Adaptability, flexibility and ability to work as part of a team or in an individual capacity.Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information.All 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.
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