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Jobs at Project Concern International

Jobs at Project Concern International

Country: USA
City: Washington D.C.
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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.


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.




Type of Opportunity General Job
Deadline30 August,2019
Company NameProject Concern International
CityWashington D.C.



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