Senior IT Support Specialist

TITLE:                                    Senior IT Support Specialist

                                               

LOCATION:                           Alexandria, Virginia   

 

FLSA STATUS:                      Exempt

 

DIVISION:                            Technology Services Division

 

DEPARTMENT:                     Helpdesk            

 

WORK ENVIRONMENT and CONDITIONS:            

General office environment, NCMEC facility

 

TRAVEL REQUIREMENT:               

Less than 10%

 

HOURS and SCHEDULE:                

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

 

PHYSICAL and MENTAL REQUIREMENTS:                             

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, moving computer systems.

 

REPORTS TO:    

Works under the general supervision of the Manager, Information Technology Infrastructure and Services

 

SUPERVISION EXERCISED:           

Occasional project management and team lead opportunities

 

RESPONSIBILITY FOR PUBLIC CONTACT:

Limited

 

LICENSING AND CERTIFICATION:

N/A

 

GENERAL DESCRIPTION:

 

Position acts as a technical lead for Desktop Services and is responsible for installing, configuring, securing, administering, maintaining and troubleshooting NCMEC information technology systems.  Position plans and manages special IT 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, PDAs, etc.

 

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

Perform moves, adds, and changes (MAC) requests as required

 

Design, implement and document technical solutions and systems that enhance NCMEC’s ability to carry out its mission

 

Act as project manager for special IT projects

 

Act as subject matter expert on designated technologies

 

Administer and manage enterprise IT systems

Receive and respond to incoming calls, pages, 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.

 

Mentor and provide training to TSD staff members

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 and faxes

 

EDUCATION AND EXPERIENCE:

 

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

 

Minimum of Four (4) years of technical experience in the information technology arena

 

Certifications in A+, MCDST, MCSE, MCTS, MCITP, ACMT preferred

 

SKILLS, KNOWLEDGE, AND ABILITIES:

Experience supporting Microsoft Windows, Apple OSX, Linux and Unix operating systems

 

Experience administering and maintaining network systems

 

Experience with information security technologies and protocols

 

Understanding and experience with FAT, FAT32, NTFS, HPFS, EXT2, EXT3 file systems

 

Experience supporting Microsoft Windows Office products

 

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

Experience with enterprise networks and telecommunications systems and protocols including VOIP systems, mobile wireless devices, and smartphones.

 

Experience with IT helpdesk ticketing systems/software.

 

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

 

Fundamental understanding of project management concepts

Excellent technical knowledge of PC and desktop hardware

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

 

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

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
The National Center for Missing and Exploited Children is an EO employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.