DEFENDERS OF WILDLIFE
JOB TITLE: Software Support Specialist
SALARY: Up to $60,000
DIVISION/SITE: Headquarters, Washington, DC
DEPARTMENT: Information Systems
REPORTS TO: Director, IT
LAST REVISED: February 2020
The Software Support Specialist provides support to National Headquarters and field office staff in the areas of computer software to include operating systems, applications, problem investigation, group and individual training, identifying root causes of problems and formulating solutions to them.
Essential Duties and Responsibilities:
· Analyze software-related issues, then propose and implement resolutions
· Obtain and log customer feedback for the purpose of process improvement
· Provides telephone, e-mail, remote and hands-on user support to National Headquarters and field office staff
· Create and maintain user documentation, handouts, tip sheets, etc., on frequently encountered problems
· Conduct orientation and provide training to newly hired staff
· Create and maintain training materials for new hires; create and maintain training curriculum to be used in scheduled training sessions
· Troubleshoot, update and rebuild desktop computers as necessary
· Create and maintain network and Office365 user accounts
· Perform basic network administration tasks as assigned and provides backup support to Enterprise Infrastructure Administrator
· Operate and support automated help desk system application
· Serve as a backup for Enterprise Infrastructure Administrator on SharePoint intranet platform tasks and maintenance.
· Support a variety of mobile devices including Android and iOS devices
· Manage Windows Deployment server and disk image standards
· Manage Windows 10 installations and applications
· Manage Exchange/Active Directory/Office365 account closures following established procedures
· Acts as backup to Enterprise Infrastructure Administrator for field office networks
· Respond to escalated IT and AV Requests submitted through the helpdesk system
· Serve as a subject matter expert for multiple software applications
· Lead projects to deploy software on an enterprise-wide scale
· Perform other duties as assigned
Bachelor’s degree (B.S./B.A.) or equivalent in computer science or related discipline
· 3+ years of experience with desktop user support and/or computer hardware and software troubleshooting
· An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above
· Strong written and verbal communications skills
· Excellent customer service and interpersonal skills
· Must have proficiency in Microsoft Office365, Webroot Enterprise, Kaseya Management Suite, Topdesk Helpdesk system, SharePoint, Windows server 2012R2, MS Dynamics/Netsuite Openair financials, Apple iOS and Android mobile devices.
General office working conditions, the noise level in the work environment is usually quiet.
While performing the duties of this job, the employee is regularly required to use a computer and communicate with others while doing so.
All employees are required to satisfactorily perform the essential duties and responsibilities of their positions. The essential duties and responsibilities listed above are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
How to Apply:
Interested applicants please apply with a cover letter through our jobs portal at http://www.defenders.org/jobs
Defenders of Wildlife is a national, non-profit membership organization dedicated to the protection of all native wild animals and plants in their natural communities. Our employees work in an environment that is inclusive and honors each of our unique perspectives and backgrounds. We believe that the conservation of biological diversity is best advanced by the contributions of people of diverse backgrounds, experiences, beliefs and cultures. We strive toward a collective goal of including all people in the conservation of our Nation’s wildlife and wild places.
Visit Our Values and Diversity page to learn more about who we are and how we operate.
It is the policy of Defenders of Wildlife to provide equal employment opportunity to all qualified individuals without regard to their race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, or any other characteristic protected by law, in all personnel actions.