Jobs at Project Concern International, United States.

PCI (Project Concern International) is a non-profit, humanitarian NGO based in San Diego, California. PCI reaches nearly 19 million people a year through programs in Asia, Africa, and the Americas

Position: IT Specialist, Service Desk

Key duties

The incumbent will do the following duties

• Provide day-to-day desktop support such as identifying, researching and resolving technical issues. Analyzing and resolving or escalating data and voice system problems and requests.
• Utilize the IT electronic ticketing system, Jira, SharePoint and the Service Providers proprietary ticketing system for opening, closing, resolving, escalating, and tracking requests and activities.
• Configure, troubleshoot and refresh Windows 10 in a Microsoft network environment on both desktop and laptop computers, network printers and online O365 applications.
• Complete moves add and changes, applying appropriate change management process and communication
• Co-administer cloud-based Office 365 platform, primarily OneDrive, Skype for Business, MS Office, MS Teams, Outlook and Exchange.
• Manage Active Directory (AD) accounts that are synchronized with SharePoint Online.
• Apply existing and assist with development and documentation of IT policy and procedure, specifically those associated with Service Desk Process & Procedure.
• Maintain DC offices’ small equipment inventory and assist with on-prem hardware and software.
• Maintain conference room audio/visual system and related equipment.

Additional duties

• Coordinate work with local facilities and third-party service providers to support IT and infrastructure systems. Also, handle network/server gear, battery backup units, and power/data cabling.
• Notify IT Management of changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue.
• Create and maintain regular reports and documentation on the system and technical metrics. Review service desk performance indicators and meet or exceed established SLA’s.
• Collaborate with global IT personnel and systems as adopted by the organization.
• Participate in team meetings and appropriate corporate meetings and activities as well as in projects that affect DC office personnel.
• Participate in periodic sessions to provide performance feedback and input for coaching and technical direction, and participate in annual review process and delivery.
• Also, participate in the continual improvement of standards, processes, and procedures required to deliver high-quality service, and auditing and analyzing systems to ensure security and data integrity.
• Purchasing or Procurement experience
• Participate in PCI’s innovation efforts and in teams on innovation initiatives.
• Furthermore, perform other duties as assigned.

Requirements

In order to eligible for the role, the candidate must have the following qualifications

• Associate degree in a technical field or similar training in the related field. In addition to that, a minimum four years of experience in the IT Service Desk.
• Strong knowledge of technical equipment and common software packages. Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows 7 and 10, Microsoft Office 2007, 2010, Microsoft Outlook, Microsoft Internet Explorer.
• Helpdesk process and Change Management experience.
• Ability to perform independent analysis and research of various technologies as well as to manage and communicate around competing for priorities.
• Fundamental knowledge of Networking, Telephony and Microsoft Exchange. Also, intermediate Webroot Anti-virus, Active Directory (AD), audio/visual and O365.
• Self-starter with demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a small, remote team environment.
• Excellent verbal and communication skills required both in-person and remote via video conferencing, text and telephone.
• Passionate about delivering excellence in customer service within a diverse team environment
• Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals. Also, the ability to write procedure manuals and interact with people from different cultures.
• Capacity to quickly learn new systems and creatively solve complex technical problems.
• Furthermore, the candidate must have passion for the mission and values of PCI.