IT Support Specialist

IT Support SpecialistLocation: Headquarters - Washington, DC, USAAmideast is an American non-profit organization established in 1951 and headquartered in Washington, D.C., with country offices and programs in the Middle East and North Africa region and beyond. Amideast provides transformational education, training, testing, and exchanges that enable individuals, companies, and international partners to better address 21st-century challenges at home and abroad.The IT Support Specialist is responsible for the reliable and smooth functioning of user equipment; both hardware and software to facilitate the work of Amideast's personnel. The IT Support Specialist will provide first-level end-user technical support and administration for PC hardware, software, and telecommunications. The position also includes configuring and installing desktop PCs, resolving hardware/software issues, troubleshooting connectivity issues, and ensuring user satisfaction. Candidate will also be responsible for inventory management and accurate reporting of supplies and requirements.Hybrid ScheduleMinimum expectation is three days per week in the office. Four or five days may be occasionally required with regards to training and requirements of the team for meetings, updates, rollouts, etc.ResponsibilitiesResponsibilities of the IT Support Specialist include, but are not limited to the following:Providing end-to-end user support for problem resolution related to: installing software or hardware and updates, maintaining and repairing equipment, conducting preventative maintenance and updates, troubleshooting and resolving different computer issues, determining and installing appropriate security measures, configuring user computers, networks, and other equipmentConducting new user orientation and assisting with trainingProviding technical support on-site or remotely as neededResponsible for maintaining and updating the hardware inventoryAssisting with conference room preparations for Amideast eventsCoordinating with support vendors to report/resolve problemsAssisting with implementing IT policies and proceduresWriting and updating technical documentationMaintaining user equipment inventoryHelping with administrative tasks such as procurement, shipping, etc.Other duties as assignedSkillsSkills include, but are not limited to the following:Excellent interpersonal, oral, and written communication skillsExcellent customer service skillsAbility to work in a fast-paced environmentAbility to work independently and as a team playerAbility to conduct incident analysis and troubleshootingAbility to work on multiple projects/priorities in a deadline-driven environmentStrong attention to detail and multi-tasking skillsProficiency in Microsoft Windows OS and Office suiteProficiency in providing desktop support and applications troubleshootingGood knowledge of file server sharing and securityFamiliarity with Microsoft Windows Server is a plusAbility to remain calm under pressure and adapt quickly to changeQualificationsRequired:Bachelor's or Technical Degree in Computer Science or TelecommunicationsMinimum of one-year professional experience in a similar positionSolid understanding of Microsoft Windows OS, drivers, installations, control panel functions, and browser settingsExperience with Microsoft Applications, Windows OS, and the ability to troubleshoot problemsExperience with Microsoft 365 applications both browser-based and desktop appsExperience cataloging and maintaining IT suppliesMust have flexibility regarding working hours, and ability to be available as needed, sometimes outside normal working hoursFluency in English languageStrong communications skills, and strong attention to detailsCustomer service focusedPreferred:Microsoft Certifications: MCSA, A+, Network+Work EnvironmentThe incumbent in this position will work in a professional office environment and will utilize the following equipment when working from the corporate office or remote home office on a hybrid basis.Computer (laptop or desktop)Printer/Photocopier/Scanner/FaxTelephoneThe physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act. Amideast is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Positions that involve interaction with children will be required to read, acknowledge, and comply with and attend special training in accordance with the Child Protection and Safeguarding policy. All Amideast representatives must comply with the Code of Conduct and all applicable organizational policies which include but are not limited to, Anti-Human Trafficking and Prevention of Sexual Exploitation and Abuse.