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Technical Support Specialist

2 months ago

Washington, Washington, D.C., United States The National Academies of Sciences, Engineering, and Medicine Full time

Job Summary:

The National Academies of Sciences, Engineering, and Medicine is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to end-users, troubleshooting and resolving technical issues related to software, hardware, and network connectivity.

Key Responsibilities:

  • Provide technical support and assistance to end-users via phone, email, and in-person interactions.
  • Troubleshoot and resolve technical issues related to software, hardware, and network connectivity.
  • Install, configure, and maintain software applications for MAC and Windows computers.
  • Utilize an IT Service Management system for documenting and managing incidents and service requests.
  • Meet or exceed SLA standards, including closing tickets in a timely manner and following up with customers.
  • Maintain a high level of customer satisfaction through effective communication and timely issue resolution.
  • Perform and update assets in the Inventory Management system, including workstations, monitors, printers, and other IT assets.
  • Repair, replace, and move assigned equipment as needed.
  • Perform testing on new and existing products and services as assigned, providing feedback and recommendations based on analysis.
  • Image computers and replace existing equipment as needed.
  • Perform institutional software and hardware upgrades as needed, following established ITS procedures for installation and machine configuration.

Requirements:

  • At least 2 years of experience in providing technical support for Windows and MAC computers in an enterprise computing environment.
  • Advanced knowledge of the MAC operating system.
  • Microsoft Office 365 experience with a focus on Teams, OneDrive, and SharePoint.
  • Strong problem-solving skills with the ability to think critically and independently.
  • Knowledge of back-end technologies, including Directory Services, Network Configuration, Image Creation, Storage, network, and workstation security.
  • Excellent troubleshooting skills.
  • Ability to articulate problems and resolutions to both technical and non-technical end-users.
  • Ability to diagnose and repair workstations and peripherals.
  • Ability to use some latitude for independent judgment, discretion, and action.
  • Experience working in complex environments with a high degree of organizational effectiveness.
  • Ability to work successfully in a team environment.
  • Excellent communication skills with a proven ability to effectively interact with all levels of employees.

Education and Experience:

  • Associate's degree in a related field or equivalent knowledge.
  • Two years of related professional experience.

Physical Capabilities:

  • Ability to work at a computer for extended periods of time.
  • Frequently moves computer equipment weighing up to 40 pounds.
  • Regularly services customers at their workstations.

Required Licenses, Certification, or Registration:

  • A+ certification preferred.

Supervisory Responsibilities/Controls:

  • Reports to Manager.
  • Sets objectives with supervisor.

Compensation:

The National Academies of Sciences, Engineering, and Medicine supports equity, fairness, and transparency in our compensation programs. An estimated compensation range for this position is $28.93 - $36.16 per hour. Compensation offered to the selected candidate will be based on the candidate's relevant knowledge, skills, and work experience, commensurate with compensation of current employees in comparable positions with similar knowledge, skills, and work experience, and subject to budget parameters.

Work Environment:

Office environment with occasional travel between National Academies' facilities and to off-site locations.

The National Academies' Statement on Diversity and Inclusion:

We, the National Academies of Sciences, Engineering, and Medicine (the National Academies), value diversity among our staff, members, volunteers, partners, vendors, and audiences. We recognize that talent is broadly distributed in society and that many perspectives enhance the quality of our work and drive innovation and impact.

We pledge to cultivate a workplace culture and climate that promotes inclusion, belonging, accessibility, and anti-racism; upholds equity; and values the participation of all who are engaged in advancing our mission. By embracing the values of diversity, equity, and inclusion in our programs, institutional policies and practices, and products, we will be able to better advise the nation on the most complex issues facing society and the world.

Equal Opportunity Employer:

It is the policy of the National Academies to recruit, hire, transfer, compensate, and promote people in all job categories and to administer all other personnel actions, terms, and conditions of employment in a manner that is consistent with equal employment, and does not discriminate on the basis of race, creed, ethnicity, color, national origin, sex, sexual orientation, gender identity, age, religion, disability, medical condition for which a person has been rehabilitated or cured, marital status, family responsibilities, genetic information, political affiliation, personal appearance, matriculation, unemployment status, veteran status, or any other characteristic protected by applicable laws.

Job Family:

INFO

Employee Type:

Employee

Scheduled Weekly Hours:

37.5

City/State:

Washington, District of Columbia