Associate, Technical Support (P1)

Save the Children

For over 100 years, Save the Children has been fighting for the rights of children. The right to a healthy start in life. To have access to education. To be in a safe environment, protected from harm. We work in some of the world's hardest-to-reach places - over 100 countries, including the U.S. No matter what your role is, when you join Save the Children, you're creating positive, irreversible change for children, and the future we all share.

The Role

As the Associate, Technical Support Tech you'll be integral to our work in helping vulnerable children achieve a brighter future. You will provide technical assistance resolving hardware and software issues by answering questions or troubleshooting issues. You will document interactions with end users and recommend improvements. You will be responsible for evaluating operational efficiency of different IT systems. You will rely on knowledge and professional discretion to achieve goals operating mostly unsupervised utilizing problem solving skills to achieve resolutions.

Location

On site - Washington, DC

What You'll Be Doing (Essential Duties)

*not inclusive of all role responsibilities. May be subject to change

Technical Support (85%)

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware, and mobile devices to include but not limited to
  
  
  
  • Maintain daily performance of computer systems
  • Install, modify, and repair computer hardware and software
  • Run diagnostic programs to resolve problems
  • Install computer peripherals and software for users
  • Assist user with audio visual and conference room technology
  
  
  
  
• Assist in the resolution of technical problems with Local Area Networks (LAN), wide Area Networks (WAN) and other systems
  
  
  
  • Assist the network engineering team as needed to identify and resolve issues related to the LAN, WAN, WWAN, and Telecommunications Infrastructures
  
  
  
  
• Assist in the evaluation of new technologies and provide procurement support as needed
• Assist in special events as needed

Training (5%)

• Provide one-on-one or small group training sessions to staff on PC related issues and/or Agency standard Software

Documentation (10%)

• Create and maintain knowledge base articles
  
  
  
  • Directions and tips for using products and services
  • Answers to FAQs
  • Content that can provide in-depth solutions
  
  
  
  

Required qualifications for the role

• Minimum of a High School Diploma or equivalent, plus at least 2 years of relevant experience
• Demonstrated working knowledge in PC hardware
• Experience with networking environments (LAN, WAN, Wireless Networks)
• Demonstrated working knowledge of Active Directory, Intune, Cayosoft
• Demonstrated experience with anti-Malware software, web conference platforms, service management platforms, remote support software, remote telephony software
• Working knowledge and experience with audio/visual and videoconferencing systems
• Professional proficiency in MS Office suite including Microsoft Office 365, Windows Operating Systems
• Professional proficiency in spoken and written English

Preferred qualifications for the role

• Demonstrated knowledge or experience with mobile devise platforms (iOS)
• Demonstrated knowledge or experience with telephone systems
• Ability to work in a high-paced, high stressed environment
• Ability to work across multiple levels of the organization both face-to-face and remotely

Compensation

Save the Children is offering the following salary ranges for this position, dependent on candidate location:

• Geo 1 - NY Metro, DC, and other locations with labor costs significantly above national average: Target hourly pay for this position is $29.22 - $32.66
• Geo 2 - Locations around the US National Labor Cost Average: Target hourly pay for this position is $25.95 - $29.00
• Geo 3 - Locations significantly below the US National Labor Cost Average: Target hourly pay for this position is $23.91 - $26.72

The salary ranges listed above are for US based candidates. For candidates located outside of the US, salary ranges will be based on the salary scales of the local employer of record. Actual base salary may vary based on, but not limited to, relevant experience, base salary of internal peers, business sector, and geographic location (more information on job structure is available here).

About Us

We are looking to build an inclusive team at Save the Children. We offer a range of outstanding benefits to support this goal:

• Flexible schedules and time off: Flexible schedules, generous PTO, 11 paid holidays plus 2 floating holidays and hybrid working opportunities
• Health: Competitive health care, dental and vision coverage for you and your family
• Family: A variety of paid leaves: caregiver, parental/adoption, critical child illness and fertility benefits
• Employee Rewards Program: Annual merit increases and/or additional incentives for eligible employees
• Retirement: A retirement savings plan with employer contributions (after one year)
• Wellness: 15 safety and wellness days annually (if hired on or after July 1, safety and wellness days prorated to 8 days), mental health benefits and support through Calm and company-hosted events
• Employee Assistance Program: free and confidential assessments, short-term counseling, referrals, and follow-up services
• Learning & Growth: Access to internal and external learning & development opportunities and mentorships

Click here to learn more about how Save the Children US will invest in you.

Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and helping protect the children with whom we are in contact. All Save the Children representatives are explicitly prohibited from engaging in any activity that may result in any kind of child abuse.

Save the Children is committed to minimizing safety and security risks for our valued employees, ensuring all are given training, support and information to reduce their risk exposure while maximizing the impact of our programs for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.

If you require disability assistance with the application or recruitment process, please submit a request to applicantsupport@savechildren.org.