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About the Role
Installs, maintains, and expands computer systems, including desktop PCs. Performs inventory and prepares reports. Trains and mentors support staff. Analyzes factors to recommend proper courses of action, with guidance available when needed. May lead lower-level support employees.
Responsibilities
- Acts as the single point of contact for end-users requiring IT assistance via phone or email.
- Provides end-users with timely problem-solving and technical support at the desktop.
- Utilizes an IT Service Management system for documenting and managing incident and service requests.
- Takes inbound calls/emails and generates incidents/service requests.
- Coordinates timely installation of disk images to workstations.
- Configures individual workstations to specifications for optimal performance.
- Identifies and diagnoses IT issues between hardware, software, and/or network.
- Makes timely and accurate diagnoses of system-related problems.
- Collaborates with other IT staff to solve technical matters.
- Performs and updates assets in the Inventory Management system.
- Repairs, replaces, and moves assigned equipment.
- Installs, repairs, and replaces new workstations and peripherals.
- Performs testing on new and existing products and services.
- Provides feedback and recommendations based on analysis.
- Trains and mentors Desktop Support Assistants.
- Rolls out new machines and replaces existing equipment.
- Performs institutional upgrades and sweeps following established ITS procedures.
- Assists End User Consultants in maintaining standard desktop and software configurations.
Requirements
- Knowledge of back-end technologies (e.g. Directory Services, Network Configuration, Image Creation, Storage, network and workstation security).
- Excellent troubleshooting skills.
- Ability to deal with a high volume of varying technology from hardware, software, to network connectivity issues.
- 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 judgement, 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.
- 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.
Skills
- Directory Services
- Network Configuration
- Image Creation
- Storage
- Network Security
- Workstation Security
- Troubleshooting
- Hardware Repair
- Software Repair
- Network Connectivity
- Communication
Location
- Washington, District of Columbia
Work Type
- Onsite
- Full-time
Experience Level
- Two years of related professional experience
Education Level
- Associate’s degree in a related field, or equivalent knowledge
Salary/Compensations
- $30.11 - $37.63 per hour
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability coverage
- Retirement and savings benefits
- Paid holidays
- Paid personal leave
- Transportation subsidies
- Education assistance
About the Company
- The National Academies is an institution that recruits, hires, transfers, compensates, and promotes people in all job categories without discrimination.
Equal Opportunity
- 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 does not discriminate on the basis of race, color, national origin, sex, age, religion, disability, veteran status, or any other characteristic protected by applicable laws.
- It is also the institution's policy to recruit, hire, promote, and provide reasonable accommodation to qualified individuals with disabilities and covered veterans who are otherwise qualified.
- Any qualification to be considered equivalent, in lieu of stated minimum, requires the prior approval of the Office of Human Resources.