Every employee of IRI is responsible for carrying out the Mission of IRI and demonstrating the Core Values in their day to day operations. The Core Values, which are IRI’s foundational building blocks include: Excellence- We believe in quality results delivered by investing in people. Freedom- We believe in exploration and experimentation to be agile and responsive. Respect- We believe in trust, empathy and empowering people. Teamwork- We believe in diversity, inclusion and the power of global collaboration. Transparency- We believe in open communication and clear decision-making. Accountability- We believe in personal responsibility as the foundation of success.

The Level II Support Specialist assists in the advancement of democracy by providing IRI staff with the technology and information management tools necessary to support the operations of IRI, as well as to provide expertise on technology solutions available to support the mission of IRI.

Position Requirements

• Undergraduate degree in Information Systems or related field
• 2 -5 years relevant work experience in a IT support role
• Advanced technical support experience in the following technologies:
• The latest version of the Microsoft Windows operating system
• The latest version of Microsoft Office applications
• Antivirus/Antimalware
• Working knowledge of latest network protocols
• Computer hardware related issues
• Network firewalls and wireless security
• Intermediate level knowledge of basic network administration, including network topologies, protocols, routers, NAS servers, and Active Directory.
• Excellent communications skills both verbal and written.
• Inter-personal skills and ability to resolve problems via phone or email.
• Organized and capable of multitasking in a fast paced, team driven environment.
• Self-motivated, capable of managing time efficiently and productively.
• Must have a desire to learn and progress in the field of Information Technology.

Primary Functions & Responsibilities

• Provides first line and escalated technical support for all IT hardware/software/network issues for local staff and remote support for global users.
• Researches and escalates issues to appropriate party as needed.
• Develops and maintains technical and training documentation.
• Documents problems and resolutions within helpdesk ticketing system.
• Compiles documentation for resolution of known and recurring issues for end user self-help knowledgebase.
• Designs and provides written/video/in person user training for supported software and services.
• Records IT Purchasing, Procurement, and Inventory.
• Coordinates processes for IT hardware/software requisition, purchase orders, procurement, and deployment.
• Maintains an updated inventory of all IT hardware/software.
• Provides assistance to the Network Administrator as required.
• Provides support to staff for presentations and events, as well as operates audio/visual equipment.
• Performs other duties as assigned.

Experience

• 2 - 5 years: Advanced technical support experience in the following technologies: The latest version of the Microsoft Windows operating system The latest version of Microsoft Office applications Antivirus/Antimalware Working knowledge of latest network protocols Computer hardware related issues Network firewalls and wireless security

Education

• Bachelors or better in Information Technology or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)