COMPANY DESCRIPTION
Established in 1951, Amideast is an American nonprofit organization dedicated to creating hope, opportunity, and mutual understanding among people in the Middle East, North Africa (MENA), and United States through life-changing opportunities for education and cultural exchanges. Working with local, regional, and international partners, we provide programs and services that improve educational opportunity and quality, expand access to U.S. study, empower youth and women, strengthen local institutions, and develop language and professional skills for success in the global economy. Headquartered in Washington, DC, Amideast operates offices in 11 countries in the MENA region. For more information, visit us at www.amideast.org.

POSITION SUMMARY

The IT Support Specialist is responsible for the reliable and smooth functioning of user equipment; both hardware and software to facilitate the work of Amideast’s personnel. The IT Support Specialist will provide first-level end-user technical support and administration for PC hardware, software, and telecommunications. The position also includes configuring and installing desktop PCs, resolving hardware/software issues, troubleshooting connectivity issues, and ensuring user satisfaction. Candidate will also be responsible for inventory management, and accurate reporting of supplies and requirements.

Hybrid Work Schedule: Minimum expectation is three days per week in the office. Four or five days may be occasionally required with regards to training and requirements of the Team for meetings, updates, rollouts, etc.
Salary: Salary for the position is $50,000 to $65,000 per year

RESPONSIBILITIES
Responsibilities of the IT Support Specialist include, but are not limited to the following:

• Providing end to end user support for problem resolution related to:
  • installing software or hardware and updates
  • maintaining and repairing equipment
  • conducting preventative maintenance and updates
  • troubleshooting and resolve different computer issues
  • determining and installing appropriate security measures
  • configuring user computers, networks, and other equipment
• Conducting new user orientation and assist with training
• Providing technical support on-site or remotely as needed
• Assisting with conference room preparations for Amideast events
• Coordinating with support vendors to report/resolve problems
• Assisting with implementing IT policies and procedures
• Writing and updating technical documentation
• Maintaining user equipment inventory
• Helping with administrative tasks such as procurement, shipping, etc.
• Other tasks as assigned

Skills:

• Excellent interpersonal, oral, and written communication skills
• Excellent customer service skills
• Ability to work in a fast-paced environment
• Ability to work independently and as a team player
• Ability to conduct incident analysis and troubleshooting
• Ability to work on multiple projects/priorities in a deadline-driven environment
• Strong attention to detail and multi-tasking skills
• Proficiency in Microsoft Windows OS and Office suite
• Proficiency in providing desktop support and applications troubleshooting
• Good knowledge of file server sharing and security
• Familiarity with Microsoft Windows Server is a plus
• Ability to remain calm under pressure and adapt quickly to change

QUALIFICATIONS
Required:

• Bachelor’s or Technical Degree in Computer Science or Telecommunications
• Minimum of one-year professional experience in a similar position
• Experience with Microsoft Applications, Windows, and the ability to troubleshoot problems within
• Experience cataloging and maintaining IT supplies
• Must have flexibility regarding working hours, and ability to be available as needed, sometimes outside normal working hours.
• Fluency in English language
• Strong communications skills, and strong attention to details.
• Someone who is customer service focused
• Must be eligible to work in the U.S.

Preferred:

• Microsoft Certifications: MCSA, A+, Network+
• Fluency or familiarity with foreign languages – Arabic or French preferred

WORK ENVIRONMENT

The incumbent in this position will work in a professional office environment and will utilize the following equipment when working from the corporate office or remote home office (temporarily due to COVID-19).

• Computer (laptop or desktop)
• Printer/Photocopier/Scanner/Fax
• Telephone

The physical demands and work environment that have been described is representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

This position description is an overview of the major functions and requirements of this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of the position; the Employee’s Manager may assign other duties as related or as otherwise deemed appropriate and necessary within the general scope, without the need for additional compensation.

Amideast is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Positions that involve interaction with children will be required to read, acknowledge, and comply with and attend special training in accordance with the Child Protection and Safeguarding policy. All Amideast representatives must comply with the Code of Conduct and all applicable organizational policies which include but are not limited to, Anti-Human Trafficking and Prevention of Sexual Exploitation and Abuse.