1050: IT Specialist

The primary responsibility of IT Specialist will be to assist the Information Technology department with all aspects of technology as it it relates to priorities (local/regional/case team). This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at the client site.

BASIC JOB RESPONSIBILITIES:

Provide a high level of customer service while supporting end users in a fast-paced environment. Support includes, but is not limited to, laptops, desktops, mobile and data devices, phone and voice mail systems, AV systems

Make every effort to meet the needs of staff while ensuring all special requests for non-standard software, hardware, etc. are approved by WWIT Service and the Security Team

Maintaining and troubleshooting of laptops, desktops, printers, mobile and data devices, telephones, AV systems, etc.

Support a variety of operating systems, software, email and internet protocols

Hardware and software asset tracking and inventory management

Vendor management: coordinate the repair and maintenance of office printers, and AV system and computing equipment with outside vendors

Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.

Communicate and coordinate frequently with end users as well as with local, regional, and global support teams

Maintain configurations of all notebook and desktop computer systems according to established standards by IT

Maintain problem call history by recording calls in the ticket tracking database; analyze call data to proactively identify improvement opportunities

Manage local technology in order to increase reliability, security, interoperability, effectiveness

Participate in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement; evaluate new technologies for potential applicability

Achieve annual goals and objectives, developed in cooperation with IT Service organization and office

Prepare and deploy laptops for staff, including configuration and imaging of laptops as well as data transfers in accordance to equipment life cycle

Ensure proper hardware and software asset tracking and inventory management

Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.

Maintain configurations of all notebook and desktop computer systems according to established requirements

Document and update technology related instructions/procedures/knowledge articles

Performs other duties as assigned

BASIC JOB REQUIREMENTS:

Education/Experience

Bachelor degree in Technology or equivalent experience

Minimum of 3 years of experience in similar role

Experience in communicating and presenting technical concepts to management, peer group and staff

Experience in working with teams

Knowledge

Experience troubleshooting Windows 7, Office Suite, Internet Explorer, VPN/network connectivity, iOS

Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area

Basic skills in the following areas: PC/laptop hardware, software, telecommunications, mobile and data devices, networking, and server administration, vendor management

Some travel may be required