IT Support Technician - Church World Service

Overview:

As an IT Support Technician, you are responsible for responding to email, chat, phone queries or tickets and offering technical support to staff using computer systems, hardware, and software. To be a successful IT Support Technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

 

Certification in CompTIA A+, Network+, and Security+ required during probationary period.

About CWS:

Church World Service (CWS) is a not-for-profit organization working to eradicate hunger and poverty and to promote peace and justice around the world. CWS does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, or veteran status in employment or in the provision of services.

Purpose:

This position reports to the Director of IT Support Services. This position provides general help desk support for Church World Service.  This includes support of computer systems, communication systems, hardware, software, data management systems, documentation and inventory.  Additional duties include e-mail administration, LAN administration, and Intranet management. This position reports to the Director of IT Support Services.

Responsibilities:

• Provide computer hardware, software application, communication systems, and data management system support for Church World Service entities.
• Respond to queries on the phone, via email, in person, or through remote access.
• Provide first level diagnostic and repair to a variety of laser, inkjet, and All-in-One printers. Diagnostic and problem-solving skills via remote desktop, telephone and e-mail are critical.
• Provide help desk support for all assigned Church World Service locations and users.
• Provide support to local and remote networks.
• Provide up to date service pack installation and security patches for all operating systems.
• Ensure antivirus is installed, configured and up-to-date on all CWS systems.
• Provide ongoing maintenance, data back-up, and disaster recovery to local and remote locations.
• Maintain hardware inventory by location.
• Provide end user training and documentation.
• Maintain email distribution lists, and other items as assigned.
• Coordinate support with the Director of IT Support Services and with WAN communication providers for moves, additions, changes, and connectivity issues.
• Must know TCP/IP protocol handling. DHCP configuration and maintenance required.
• Help research and recommend new technology as required.
• Help test, implement and support new technology as required. An understanding of new technology is essential: ongoing certification in Microsoft technologies, Cisco technologies and other technologies as the need arises is required.
• Support office productivity applications (Microsoft Word, Excel, PowerPoint, e-mail, web applications, data management systems, etc.).
• Post resolution to technical problems on the IT blog.
• Track and maintain problems via support log for resolution determination and historical reference.
• Organize and file paperwork as needed.
• Organize and file electronic documents as needed.
• Serve as a secondary liaison with the IT service providers and consultants.
• Occasional travel may be required.
• Other duties as assigned.

Qualifications:

• A+ Certification preferred.
• A minimum of 2 years work experience in related Information Technology field.
• Certification in Microsoft Office applications.
• Experience in Microsoft Server technologies.
• Experience in Microsoft Cloud products (Office 365, Teams, Azure, Outlooks, Forms, etc.)
• Experience with Microsoft operating systems.
• Excellent technical writing skills.
• Strong communication skills.
• Ability to research technical material and translate it into viable recommendations.
• Ability to manage and track multiple priorities and related details.
• Highly organized, disciplined thinker and effective time manager.
• Drive and focus to complete projects and tasks.
• Ability to lift and move computer equipment.
• Strong interpersonal skills required.
• Attentiveness to detail and accuracy.
• Ability to communicate potential issues effectively and timely.

Special Requirements:

• This position is a role with in-person responsibilities with the option for remote work flexibility. Employees wishing to maintain a remote work arrangement must be able to fulfil the following conditions:
• Ability to report to designated duty station as needed
• Ability to maintain secure and appropriate personal work environment for day-to-day work
• Access to strong and reliable internet access
• Ability to adhere to CWS data security policies and protect sensitive and personally identifiable information
• Regular work hours must span core business hours 8-5PM Eastern time
• Close proximity to U.S. airport and ability to travel to attend CWS and external meetings, conferences and other in-person engagements

Must use CWS provided laptop and cell phone

Benefits :CWS offers a competitive benefits package that includes:    - 403 (b) Retirement Plan                                               - Medical, Dental and Vision Insurance                                                  - Generous Paid Time Off (18 Paid Days Off; 24 Days after 2 Years)  - 14 Official Holidays  - 12 Sick Days Off (Accrued monthly)                                      - Life Insurance and AD&D                                             - Long Term and Short-Term Disability                                                  - Employee Assistance Program (EAP)                                                 - Health Savings Account                                               - Flexible Spending Accounts