Job Description
PROGRAM/DEPARTMENT SUMMARY:
The department of Information Technology at Mercy Corps’ Portland headquarters coordinates, facilitates, and supports the agency’s use of computer technology and telecommunications to improve organizational agility and to achieve agency goals. The IT team provides planning support and technical assistance to new and existing Mercy Corps country programs. The team also works to strengthen the agency’s abilities to use Internet-based information services, including its abilities to model and transfer these services to local partners.
GENERAL POSITION SUMMARY:
The IT Support Specialist will provide diverse IT services to end users at headquarters and our global team in the field with a high level of efficiency and quality customer service.
ESSENTIAL JOB FUNCTIONS:
- Provide courteous and prompt customer service in response to user requests
- Assist users in resolving hardware and software problems
- Provide end-user support for access to local area network and the Internet. (wired and wireless)
- Provide support for IT conferencing services. (e.g., ReadyTalk, LifeSize, Projectors, Elluminate/Blackboard)
- Support HQ users with backups of their data and email.
- Provide Google Apps services and support to end users.
- Provide mobile technology (e.g., iOS, Android) application support.
- Monitor and troubleshoot client hardware and software.
- Prepare, produce, and package software update (e.g., Windows, Office,) for all field offices.
- Maintain asset inventory database for HQ IT hardware and software including monitors, PCs, WAPs, switches, and printers.
- Administer user accounts to Mercy Corps’ services, including Active Directory and Exchange 2010.
- Administer termination and transfer personnel action notices.
- Setup new systems, including hard drive cloning and disk imaging.
- Complete custom installation and upgrades of operating system, standard word processing, spreadsheet, desktop publishing, and Internet software packages, as well as other packages as requested, on new workstations or replacement hardware. Transfer user data for replacement hardware.
- Upgrade operating systems and install standard word processing, spreadsheet, desktop publishing, and Internet software packages, as well as other packages as requested, on new or replacement notebooks. Transfer user data for replacement hardware.
- Other duties as assigned.
Accountability to Beneficiaries: Mercy Corps team members are expected to support all efforts towards accountability, specifically to our beneficiaries and to international standards guiding international relief and development work while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.
Organizational Learning: As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve - we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.
SUPERVISORY RESPONSIBILITY: None
ACCOUNTABILITY:
REPORTS DIRECTLY TO: Senior Systems Administrator /Help Desk Manager
WORKS DIRECTLY WITH:IT staff, Portland HQ staff, remote HQ staff, field staff
KNOWLEDGE AND EXPERIENCE:
- Bachelor's degree highly desirable.
- 2-4 years of proven experience providing technical support or end-user support.
- Advanced knowledge of Microsoft Windows operations, Office, web browsers, and e-mail clients.
- Recent professional experience in administering Windows Server 2003 2008, Active Directory user accounts, NTFS security permissions Group Policy, Exchange 2010, Outlook email account administration.
- Proven experience in policy/procedure documentation.
SUCCESS FACTORS:
The successful IT Support Specialist will have effective communication skills and the ability to interact professionally with a diverse group of clients and staff, as well as an ability to work productively in teams. S/he will be friendly, approachable and dependable, with strong organizational and administrative skills. Having practical problem solving and solid trouble shooting skills along with an ability to learn new tools, keep abreast of technological advances and tolerate ambiguity are all critical, as is being effective at time-management and task-management, in order to accomplish multiple competing priorities.
ENVIRONMENTAL/LIVING CONDITIONS:
This position is based in Portland, Oregon.
Mercy Corps Team members represent the agency both during and outside of work hours when deployed in a field posting or on a visit/TDY to a field posting. Staff are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.
