Job Title:             IT Support Specialist
Status:                 Regular, full-time
Division:              Information Technology
Location:             Alexandria, VA

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.

 

Islamic Relief USA is committed to taking a zero tolerance approach, which means acting on every allegation in line with agreed procedures. IRUSA representatives must adhere to the organizational values: Sincerity, Excellence, Compassion, Social Justice, and Custodianship. In accordance with these values, IRUSA operates and enforces policies on Safeguarding, Code of Conduct, and Anti-Harassment and Discrimination.
Islamic Relief USA is a 501 (c)(3) nonprofit organization (Tax ID# 95-4453134) | CFC# 10194 | Islamic Relief USA © 2021 | All Rights Reserved

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