IT Support Specialist (Help Desk Tier 1 & Tier 2)

Job Type

Full Time

Published

07/12/2018

Address

Washington
Dist. Columbia
United States

Description

American College of Obstetricians and Gynecologists (ACOG) is currently seeking a IT Support Specialist (Help Desk Tier 1 & Tier 2) to manage projects and deliver solutions that have a significant technology component on time and meeting financial objectives through a disciplined approach to business analysis and project management. This includes both interdepartmental and cross-functional teams in all project phases from requirements definition and solution design to testing, deployment and end user training.



  • Provide 1st & 2nd level technical support (in person, via phone, remote) for ACOG staff, members and visitors
  • Install, configure, maintain and troubleshoot a wide range of technical solutions relating to applications, system software, computer hardware, mobile devices (iOS and Android) and computer peripherals
  • Consistently record support activities in Help Desk ticketing system and follow up as necessary to ensure staff technology needs are met
  • Create, maintain and utilize base computer image for the initial installation and configuration of information technology hardware, software and peripherals used by ACOG staff
  • Perform user account administration, provisioning and file rights management for employee email, phone, file stores, network and application accounts in a 220 onsite user environment
  • Develop end user documentation for ACOG staff and technical documentation and training materials for IT team members
  • Provide basic VoIP support and escalate issues to VoIP provider as needed
  • Research technical solutions and escalate as appropriate and perform root cause analysis to proactively reduce or eliminate potential future problems
  • Evaluate and procure approved hardware/software and conduct an annual physical inventory of all ACOG owned technology assets
  • Contribute to planning and executing of projects, including performing project activities, providing status reports, and communicating effectively with stakeholders and management
  • Actively contribute to the maintenance (patches & updates) of a secure computing environment
  • Assist with staff moves/adds/changes
  • Provide after hours support as needed

Qualifications

  • Minimum of two years of experience in information technology experience requiring organization, prioritization, troubleshooting, confidentiality, timeliness, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software
  • Bachelor's degree in MIS, Computer Science, or technology-related field or an equivalent combination of education and experience
  • Preferred qualifications include one or more of the following CompTIA A+, Network + and/or Security+ certifications, Microsoft Active Directory, Exchange
  • Demonstrated proficiency with Windows 7, Mac OS X, Microsoft Office applications, browsers, mobile devices (iOS & Android)
  • Minimum of one year of experience using Microsoft Exchange or other email package admin support
  • Demonstrated history of superior communication skills, verbal and written, with diverse personalities, technical competency levels, and cultures
  • Experience, and commitment to, providing exceptional customer service
  • Self-motivated and directed with a keen attention to detail
  • Ability to effectively prioritize and execute tasks
  • Physically perform essential job functions with or without reasonable accommodation, to include, but not limited to:
    • Continuous sitting or standing, typing, and writing
    • Occasional lifting/carrying up to 50lbs
    • Occasional bending/twisting/crawling on floor to address computer issues

EEO

PI103375768

Benefits

None

Level of Language Proficiency

None

Professional Level

Professional

Minimum Education Required

4-year degree


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