Global Technology Support Associate

Job Description

Chemonics International is seeking a Global Technology Support Associate within the Global Technology Infrastructure Division. The GTS Associate will provide hardware and software technical support to an assigned business line in our home office in addition to providing remote support to project offices located around the world. We are looking for individuals who have a passion for making a difference in the lives of people around the world.

Principal Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage, track, escalate, and resolve incidents and service requests via ServiceNow to ensure prompt service and SLAs are met
• Analyze, troubleshoot, and provide tier 1 support and solutions to software and application issues including O365 applications and other corporate approved applications
• Analyze, troubleshoot and resolve hardware issues on laptops, printers, AV equipment, and other IT peripherals
• Open laptop repair tickets with Dell and HP and manage tickets until resolution
• Detect and resolve network connectivity problems, escalating more complex issues when needed
• Active Directory and Exchange Online administration including account management, distribution group management and public folder management
• Administer and troubleshoot multi factor authentication for accounts
• Laptop imaging, configuration, software installation, data sanitation, and return of assets to leasing company
• Manage the onboarding, orientation, and offboarding of home office staff including logistics of shipping and receiving equipment for remote staff
• Manage and update devices in Microsoft InTune
• Work with project offices to ensure project systems are compliant with Chemonics’ IT Security Standards
• Respond and action Microsoft Endpoint protection security alerts and escalate to Cyber Security Manager when needed
• Contribute to and participates in project start-ups, including IT procurement, systems recommendations, design and optimization, and other initiatives to promote the stability and efficiency of the project office IT systems
• Provide formal and informal training to staff on how to use Chemonics’ technology solutions
• Perform other duties and responsibilities as required

General Responsibilities:

• Undertakes technical assignments on projects or special GTID initiatives, both billable and non-billable as required
• Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation and exceeding expectations
• Promotes a work environment that emphasizes teamwork, respect for differences, and accepting and giving constructive recommendations
• Performs other duties and responsibilities as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• Bachelor’s degree required
• Minimum 1 year hands-on experience with hardware and software troubleshooting
• Strong knowledge of Windows 10 and Microsoft Office applications
• Understanding of Office 365 applications and using SharePoint online as a document management system
• Experience working with a ticketing system and basic understanding of SLAs
• Excellent customer service skills required
• Strong oral and written communications skill required
• Strong researching, troubleshooting, and analytical skills required
• Strong organizational and work prioritization skills with an attention to detail
• Familiar with topics related to international development
• Proficiency in a regional or geographic language preferred
• Demonstrated leadership, versatility and integrity

Physical Requirements:

• Regular attendance and availability during normal business hours are required
• Occasionally required to stand, walk, climb stairs, and sit for long periods of time; regular use of hands to handle or feel objects, tools or controls, and file; regularly required to talk and hear; and regularly required to use computer to look up, create, and modify documents
• Occasionally lift and/or move up to 25 pounds.

Work Conditions:

• Normal office environment; usually moderate noise level
• Occasional exposure to environmental conditions includes, exposure to hot, cold, wet, humid, or windy conditions caused by the weather

Chemonics is an Equal Opportunity Employer

Chemonics is an equal opportunity/affirmative action employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics. Military veterans, AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

Pay Transparency Nondiscrimination Provision

Chemonics will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Chemonics, or (c) consistent with Chemonics legal duty to furnish information. 41 CFR 60-1.35(c)

COVID-19 Recruitment Information

Chemonics International is continuously monitoring COVID-19 activity around the world. The health and wellbeing of our staff and potential candidates is of the utmost importance to us and we continue to offer virtual interviews for all on-going recruits. On-boarding for new staff is offered in hybrid format through our Washington, D.C. and London, UK offices to accommodate remote workers.

COVID-19 Vaccination Information

Chemonics requires all US employees to be fully vaccinated.

The Salary Range for this position is expected to be: $52,560 - $65,700.

An employee’s pay position will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, ESOP, 401(k), and other benefits to eligible to US based employees. Please visit https://chemonics.com/life-at-chemonics/our-benefits/ to find out more about the benefits this position is eligible for.

NOTE: Applications will be reviewed on a rolling basis and candidates are encouraged to apply as soon as possible.

About the Organization

Founded in 1975, Chemonics is an international development consulting firm. In more than 70 countries around the globe, our network of 5,000 specialists share a simple belief: that the challenges we face today are best solved through the right partnerships — sharing knowledge, expertise, and experience to deliver results. As part of our culture and values, Chemonics is proud to be named a “Best Place to Work” in the Human Rights campaign Foundation’s 2021 Corporate Equality Index. Where Chemonics works, development works. Follow us on Facebook and Twitter or visit us at www.chemonics.com.