IT Support Specialist

Company Overview:

The Center for International Private Enterprise (CIPE) strengthens democracy around the world through private enterprise and market-oriented reform. CIPE is one of the four core institutes of the National Endowment for Democracy and is an affiliate of the U.S. Chamber of Commerce. Since 1983, CIPE has worked with business leaders, policymakers, and civil society to build the institutions vital to a democratic society. CIPE’s key program areas include Enterprise Ecosystems, Democratic Governance, Business Advocacy, Anti-Corruption & Ethics and Trade.

Scope: We are looking for a Washington, DC based IT Support Specialist will provide quality and reliable IT support and play a key role in supporting the effective delivery of IT services at CIPE. The IT Support Specialist leads helpdesk support and enhances IT systems to meet the business and operational needs of the organization. The Support Specialist will work with a blended team of employees and 3rd party service providers.   

General Responsibilities    

• Monitor daily IT help desk requests from business users, coordinate with CIPE’s managed service provider (MSP), and ensure fulfilment. Lead weekly meetings with MSP, analyze metrics, and ensure SLAs are met.  
• Onboard and offboard employees. Train new hires.  
• Provide basic AV technical support for daily operational meetings/events held onsite at CIPE DC Office in conference rooms/huddle spaces.
• Train business users on how to use AV for everyday meetings.  
• Provide support for hoteling software to reserve office spaces and conference rooms.
• Conduct routine and preventive maintenance of AV equipment by collaborating with AV support vendor.  
• Collaborate with stakeholders to understand needs and process inefficiencies and recommend solutions for improvements. 
• Develop training plans and conduct training for staff. Create IT guides/reference documents for business users.  
• Develop and maintain SOPs. Research device models and develop equipment standards.  
• Procure IT equipment, laptops, and peripherals following CIPE’s procurement guidelines. Research vendors, obtain RFQ/RFIs quotes, develop price analysis, and order equipment. 
• Track hardware and software systems inventory and replenish based on refresh cycle. 
• Lead small to mid-size projects, monitor schedule, conduct testing, train users, and plan for roll-out 
• Contribute to large scale IT enterprise-wide initiatives. 
• Perform periodic checks of systems access controls and documents for Audits. 
• Troubleshooting (issues such as LAN, Wi-Fi, PCs, etc.) and some hands-on systems administration. 
• Develop documentation related to configurations, processes/workflows, and integrations. 
• Perform admin tasks such as entries in Financials systems, ensure payments are processed. 
• Responds to critical incidents as required 
• Other duties as assigned 

Qualifications

• Education:
  • Bachelor’s Degree BA/BS  
  • CompTIA A+, ITIL certifications preferred 
• Experience:
  • 3-4 years’ experience in help desk and information systems 
  • Proficient in Microsoft applications O365 Apps, Azure, and Windows 
• Knowledge, Skills, or Abilities: 
  • Understanding of Cloud technology 
  • Understanding of IT systems lifecycle 
  • Experience in procuring and managing external vendors 
  • Experience in managing small to medium sized projects 
  • Strong customer service skills to resolve issues professionally and support stakeholder needs 
  • Strong analytical and problem-solving skills 
  • Ability to take initiative and work independently balancing multiple assignments 
  • Excellent verbal and written communication skills 
  • Team player able to work with diverse teams and stakeholders across multiple time zones 
  • Proficient in Microsoft applications O365 Apps, Azure, and Windows 
  • CompTIA A+, ITIL certifications preferred 

Benefits and Perks

Competitive Benefits including medical, dental, vision, short & long-term disability, flexible spending, paid family leave, life insurance, 401(k), commuter benefits, telework, and more! Employee events including Company Picnic, Health & Wellness Fair, Holiday Party and lots of fun in between!

CIPE offers a salary competitive with other international non-governmental organizations and an excellent benefits package. Applicants must be legally able to work in the United States; CIPE is unable to sponsor employees for work visas.

Applications will be accepted and interviews will be conducted on an ongoing basis until the position is filled. Only candidates selected for an interview will be contacted. No phone calls, please.