IT Specialist, Service Desk

  • Mid-level, Full-time staff position
  • Posted on 8 May 2019

Job Description

The IT Specialist plays an important role in the organization by performing a number of tasks related to PCI’s information technology functions. Under general direction, the role is responsible for acting as primary contact for technical assistance with hardware or software at our Washington DC office and to oversee the helpdesk process in an Office 365 and Microsoft Windows environment. Additional responsibilities include sharing telecommunications, light network, and application support activities. This position will be based in Washington DC, collaborating with the San Diego office, and may involve collaboration with global IT operations in non-US offices.

Key Duties & Responsibilities:

  • Provide day-to-day desktop support such as identifying, researching and resolving technical issues. Analyzing and resolving or escalating data and voice system problems and requests
  • Utilize the IT electronic ticketing system, Jira, SharePoint and the Service Providers proprietary ticketing system for opening, closing, resolving, escalating, and tracking requests and activities
  • Configure, troubleshoot and refresh Windows 10 in a Microsoft network environment on both desktop and laptop computers, network printers and online O365 applications
  • Complete moves adds and changes, applying appropriate change management process and communication
  • Co-administer cloud-based Office 365 platform, primarily OneDrive, Skype for Business, MS Office, MS Teams, Outlook and Exchange
  • Manage Active Directory (AD) accounts that are synchronized with SharePoint Online
  • Apply existing and assist with development and documentation of IT policy and procedure, specifically those associated with Service Desk Process & Procedure
  • Maintain DC offices’ small equipment inventory and assist with on-prem hardware and software
  • Maintain conference room audio/visual system and related equipment
  • Coordinate work with local facilities and third-party service providers to support IT and infrastructure systems, including network/server gear, battery backup units and power/data cabling
  • Notify IT Management of changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue
  • Create and maintain regular reports and documentation on system and technical metrics, and review service desk performance indicators and meet or exceed established SLA’s
  • Collaborate with global IT personnel and systems as adopted by the organization
  • Participate in team meetings and appropriate corporate meetings and activities
  • Participate in projects that affect DC office personnel
  • Participate in periodic sessions to provide performance feedback and input for coaching and technical direction, and participate in annual review process and delivery
  • Participate in continual improvement of standards, processes and procedures required to deliver high quality service, and auditing and analyzing systems to ensure security and data integrity
  • Purchasing or Procurement experience
  • Participate in PCI’s innovation efforts and in teams on innovation initiatives
  • Perform other duties as assigned

Position Parameters/Special Responsibilities Required:

  • Physical Demands: Must be able to carry equiptment (PCs, monitors, and other computer equipment) in the process of installation; may also experience prolonged periods of sitting at a desk and frequent use of computer keyboard and mouse.
  • Audio & Visual Demands: Ability to communicate effectively through video conferencing and telephone interfaces (Skype, Skype for Business, Zoom, phone, etc.)

Required Qualifications

  • Associate’s Degree from a technical school or similar technical training, along with a minimum of 4-6 years of total experience in IT Service Desk related roles
  • Helpdesk Process and Change Management experience
  • Strong knowledge of technical equipment and common software packages: Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows 7 and 10, Microsoft Office 2007, 2010, Microsoft Outlook, Microsoft Internet Explorer
  • Intermediate Webroot Anti-virus, Active Directory (AD), audio/visual and O365
  • Fundamental knowledge of Networking, Telephony and Microsoft Exchange
  • Self-starter with demonstrated ability to learn/adapt to new technologies and techniques
  • Ability to organize and manage multiple priorities simultaneously in a small, remote team environment
  • Excellent verbal and communication skills required both in person and remote via video conferencing, text and telephone
  • Passionate about delivering excellence in customer service within a diverse team environment
  • Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals
  • Ability to write procedure manuals and interact with people from different cultures
  • Capacity to quickly learn new systems and creatively solve complex technical problems
  • Ability to perform independent analysis and research of various technologies
  • Ability to manage and communicate around competing priorities
  • A passion for the mission and values of PCI

Desired Qualifications

  • Non-Profit IT experience
  • Business Analysis experience
  • Advanced Office 365 skills
  • PowerShell or scripting knowledge
  • SharePoint or Salesforce Administration and Support experience
  • Enterprise Backup and Recovery systems experience
  • Mobile device management and troubleshooting skills
  • Experience with networks and databases, such as MS Azure or AWS
  • Foreign language skills (preferably Spanish)
  • Purchasing or procurement experience

About the Organization

PCI’s mission is to empower people to enhance health, end hunger and overcome hardship.

The most vulnerable people in the world will have the power to lift themselves out of poverty and to create vital, healthy lives for their families and communities now and for the future.

Strong Roots
In 1961, a young doctor from San Diego volunteering at a Tijuana clinic saved the lives of two small children who were dying of pneumonia. This experience led Dr. James Turpin to found PCI and forever change the lives of millions of children and families around the world by providing health and hope to those most in need. Since then, the focus of the organization has remained true to its founder: PCI works in vulnerable communities to improve health and create long-term change by helping people help themselves. For 50 years, thousands of dedicated individuals and groups have worked to make this vision a reality.

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