As the User Support Administrator, you will be primarily responsible for providing Ocean Conservancy staff with technical support for all hardware and applications on in-house and cloud based systems and resources. Your position is the first point of contact for staff inquiries and requests for assistance. It is responsible for configuring, deploying, upgrading and maintaining all workstations, applications, printers, and other hardware. In addition, you will be responsible for provisioning and decommissioning user accounts, maintaining equipment inventories, and for providing staff training on applications, telephony, audio/video conferencing, and other technological matters. The User Support Administrator uses creativity in solving problems and relies on research and good judgment to accomplish goals. Your efforts will support approximately 100 users, including six remote offices and 10 remote users.
More specifically, you will:
- Take support requests from staff via phone and e-mail, research solutions to issues presented, and resolve requests while keeping staff informed of their issues’ status
- Conduct IT orientation for new staff
- Provide technical training to staff on applications and hardware
- Troubleshoot laptop and desktop software and hardware problems
- Provide set-up and take-down support in conference rooms for video conferencing, video projection for meetings, and conference calls
- Tag and inventory newly purchased computer, telephone, and network hardware and remove damaged or obsolete equipment from inventory
- Create and provision user accounts on various platforms, including Exchange Online/365, Skype for Business, local network and cloud storage (Box.com), as well as decommission accounts
- Troubleshoot issues involving network connectivity and services such as Active Directory, Windows domain membership, DHCP, and DNS
- Configure and deploy Dell laptop and desktop software images using Symantec Ghost
- Follow established IT policies and standards to deliver high quality service as well as contribute to the creation of new policies
- Conduct hardware and software testing and evaluation and assist in purchasing decisions to meet future needs
- Be the secondary point of contact between Ocean Conservancy and technology support vendors
- Create and provision 8×8 VOIP accounts and telephones
- Assist staff with printing to HP networked and local printers and Toshiba copiers from both Windows and Mac computers
- Provide GoToMeeting and GoToWebinar assistance and training
- Assist with IT special projects and perform other duties as assigned
You meet or exceed the following:
- A bachelor’s degree in a scientific or analytical discipline
- A minimum of 2 years of IT support, help desk, or PC technician work experience
- A+, or Network+, or Microsoft certifications
- A solid understanding of networking including routers, switches, cabling, Wi-Fi access points and clients, and VPN remote access technology
- Hands on experience troubleshooting computer hardware and software with the ability to quickly resolve moderate to complex issues or suggest alternate solutions
- Knowledge of Windows 7, Windows 8, or Windows 10 operating systems, including configuration, deployment, and maintenance
- Experience with Microsoft Office 2010 or newer productivity suites
To be a good fit for this opportunity you will be/have:
- Outstanding customer service skills and customer focused approach with a high degree of responsiveness and a passion for client satisfaction
- Ability to prioritize tasks, work on tasks simultaneously, and work with minimal supervision
- Very organized with strong attention to detail and excellent time management skills
- Dedicated to following the resolution process to closure
- Self-starter with a “roll-up your sleeves” attitude and a results-oriented approach
- Ability to work under the pressure of fast approaching deadlines
- Strong analytical and problem-solving abilities
- Openness to learning new technologies and systems
- Ability and willingness to accommodate minimal travel when required
- Ability to bend down, push cart and lift up to 50 lbs. as necessary for equipment installations, workstation set-ups, furniture moving, etc.
- Ability to work outside standard office hours and on weekends as workload requires
Apply for this position:
If you are detail-oriented, self-motivated, want to make a difference in the world and thrive in a fast-paced team environment, we’d love to hear from you. Ocean Conservancy offers an excellent benefits package and a competitive salary that is commensurate with experience. This position will be located in Washington, D.C.
Please send a cover letter speaking to your qualifications and abilities, along with your resume to jobs@oceanconservancy and note “#18-11 and the position title in the subject line.
Ocean Conservancy is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of race, color, national or ethnic origin, religion, age, sex, handicap, pregnancy, sexual orientation, gender identity, or veteran status. Ocean Conservancy is continually seeking to diversify its staff, particularly to broaden opportunities for individuals from demographic groups that are historically underrepresented in the sciences and in environmental advocacy.
Ocean Conservancy is an equal opportunity employer.