TITLE: IT Support Specialist

LOCATION: Headquarters

DATE REVISED: August 2024

FLSA: Exempt

DIVISION: Technology Services Division

DEPARTMENT: Helpdesk

TRAVEL REQUIREMENT:

Less than 10%, to fulfill job requirements

HOURS and SCHEDULE:

Generally, Monday – Friday, 9:00am to 5:30pm (minimum 37.5 hours within five (5) days per week); unless otherwise required or approved by management. On-call rotation for overnight and weekend shifts

REPORTS TO:

This position reports to the Manager, Desktop Support, TSD.

SUPERVISION EXERCISED:

Occasional project management and team lead opportunities

RESPONSIBILITY FOR PUBLIC CONTACT:

Daily contact requires courtesy, discretion, and sound judgment.

LICENSING AND CERTIFICATION:

GENERAL DESCRIPTION:

Position is responsible for general IT systems support, including troubleshooting, resolving, installing, and maintaining hardware and software issues. The position will also serve as a technical resource on special projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Perform onsite analysis, diagnosis, and resolution of information technology issues for end users, and recommend and implement corrective solutions

Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Install, configure, test, maintain, monitor, and troubleshoot end-user information technology hardware and software in order to deliver required desktop service levels.

Install, configure, test, maintain, and troubleshoot end-user telecommunications equipment including VOIP phones, softphones and mobile devices.

Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.

Perform staff hardware moves and relocations as required.

Receive and respond to incoming calls, IMs, and/or e-mails regarding support issues.

Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Identify and learn appropriate software applications used and supported by the organization.

Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.

Ensure conformance of all systems and services with current information security standards

Develop curriculum and provide training to end users in the use of NCMEC information technology resources.

Assist with external projects as directed.

Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide

Promote a professional image

Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional manner.

Conform with and abide by all regulations, policies, work procedures, and instructions.

Respond promptly when returning telephone calls and replying to correspondence.

EDUCATION AND EXPERIENCE:

Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited college preferred.

Minimum of two (2) years of technical experience in the information technology arena

Certifications in A+, MCDST, MCSE preferred

KNOWLEDGE, SKILLS AND ABILITIES

Experience supporting Microsoft Windows operating systems.

Experience supporting Microsoft Office 365 products

Experience providing support for networking and Internet related technologies including email clients, web browsers, VPNs and various networking protocols.

Experience with end-user telecommunications equipment and protocols including VOIP systems, softphones and mobile wireless devices.

Experience with IT helpdesk ticketing systems/software.

Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

Excellent technical knowledge of desktops, laptops, and tablets.

Hands-on hardware troubleshooting experience

Able to read and understand technical manuals, procedural documentation, and OEM guides.

Very high degree of trustworthiness and sensitivity for confidentiality

Excellent verbal and written communications skills

Excellent interpersonal skills

Strong customer service and follow through skills

Ability to consistently follow response and escalation processes yet quickly adapt to unplanned or ambiguous situations

Some travel required to branch offices

Must be able to work overnight and weekend on-call shifts

Ability to work in an office environment and concentrate on complex tasks for extended periods of time.

Physically capable of handling computer equipment, including lifting and moving computer systems.

Strong verbal and written communication skills

Excellent organizational and interpersonal skills

Ability to prioritize multiple tasks

Demonstrated word processing, spreadsheet and database software proficiency

Adaptability, flexibility and ability to work as part of a team or in an individual capacity

Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.