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Technical Systems Support Analyst II

The International Fund for Animal Welfare
Job Description
The Technical Systems Support Analyst II is responsible for providing technical support to a global user community, resolving questions/ problems, disseminating information, delivering on-the-spot training, encouraging self-help, and ensuring that all products and services provided by the IT environment are meeting set service levels.
 
Role and Responsibilities
  • Responsible for the configuration and installation of computer systems.
  • Perform first-level diagnosis and troubleshooting support to end-users.
  • Troubleshoot, diagnose and resolve problems related to operating systems, hardware and software.
  • Provide support in accordance with established processes and document incidents and remedies.
  • Ensure that all requests from users/customers are handled promptly and effectively, and are responsibly and professionally resolved to the satisfaction of the customer.
  • Assist in maintaining the IT equipment inventory, software license inventory and compliance
  • Responsible for ensuring compliance of standards, and quality control procedures.
  • Recommend improvements for changes to systems, products or services in order to maintain or exceed defined service levels.
  • Participate in a team responsible for Disaster Recovery. Ensure DR kits are maintained and up to date. Participate in annual testing.
  • Troubleshoot LAN/WAN problems.
  • Must show initiative in the development of technical and professional skills and similarly must keep up to date on IFAW activities, trends, and operating matters of the user community.
Qualifications and Education Requirements
  • 3+ years related work experience.
  • Technically versed in the installation and support of Microsoft Windows and Microsoft Office, desktop applications and network components such as printers.
  • Strong helpdesk and remote support experience.
  • Strong organizational, verbal and written skills.
  • Strong escalation and problem resolution methods.
  • May at times require lifting and moving of technical equipment which is often times heavy, such as a server, PC or monitor.  May also be required to move office furniture to allow access for installation of technical equipment.
  • Must be able to communicate effectively with all levels of staff, orally, graphically, and in writing to facilitate the understanding of technical issues to non-technical staff and of IFAW operational requirements.
  • Must be available to participate in an on call rotation to provide support 24x7x365
At IFAW, we aim to create and foster a workforce that reflects and contributes to the diverse, global community in which we work to improve the lives of both animals and people.    We are dedicated to fostering justice, equity, diversity, and inclusion so we actively encourage candidates from diverse backgrounds.

To apply, please submit resume and cover letter at 
https://www.ifaw.org/careers
Contact Information