Organization Overview
Ranked by Washington Technology as a top 100 leader in IT services, Abt Associates is a mission-driven, global leader in research and program implementation in the fields of health, social and environmental policy, and international development. If you want to apply your technical expertise to programs that help control infectious diseases, address housing and homelessness issues, and inform policies that create economic opportunities in the U.S. and abroad, we invite you to join our team. Our IT team of over 60 professionals collaborates across 45 offices. As a member of our team, you will be on the front line supporting users around the world. Clients have come to rely on Abt to provide innovative solutions with energy, creativity and top notch customer service. Our company culture of continuous learning supports opportunities for long-term career growth and a balanced work/life experience.
Job Summary Responsible for providing support and guidance to IT Managers, domestic and international clientele on a variety of IT business related services, including software/hardware installations, configurations, upgrades, and maintenance, across company locations and sites. This role may also be responsible for monitoring, maintaining and ensuring operational security.
Key Responsibilities
- Provide advanced technical support to IT Managers, employees/end users with inquiries and issues related to hardware, software, media, or other Company systems.
- Clearly document requests and incidents using our IT Service Management system.
- Assist in expanding available support documentation by writing knowledge base articles.
- Proactively coordinate communications between end users and appropriate IT area(s) as needed.
- Provide basic network support and security/access administration services (e.g. passwords, employee IDs, etc.).
- Configure workstations, install software and maintain and update the hardware and software asset inventory lists.
- Partner and keep up-to-date with the rest of IT team and assist with projects as needed or requested.
Skills and Prerequisites
- Delivers Results – Focuses on key issues, tasks, and priorities. Holds self accountable for delivering results. Delivers high quality work within specified timelines.
- Builds Internal and External Customer Satisfaction and Loyalty – Understands and is responsive to customers’ goals and needs. Quickly identifies and responds to customer needs and problems.
- Develops People – Acts in a manner that causes people to feel valued and respected. Seeks coaching and feedback to support growth and development.
- Communicates – Actively listens, accepts feedback and attempts to understand and learn from the perspective of others at all levels.
- Sets Vision and Direction – Understands and supports the vision, values, and direction of the organization.
- Demonstrates Sound Financial and Business-Related Practices – Complies with Abt Associates policies and procedures as well as government regulations (if applicable). Works to improve results for Abt Associates.
- Builds Teams and Cooperation – Effectively participates as a team member.
- Promotes Technical Excellence and Quality – Demands excellence in own work. Practices continuous learning.
- Nurtures Entrepreneurship – Maintains a high level of effectiveness in the face of stress and shifts in priorities and directions.
- Promotes Diversity – Participates in and is comfortable with diverse, high performance teams. Demonstrates sensitivity to and understanding of the cultures in which Abt Associates operates and the cultural backgrounds of the staff.
- Delivers Results – Focuses on key issues, tasks, and priorities. Holds self accountable for delivering results. Delivers high quality work within specified timelines.
- Builds Internal and External Customer Satisfaction and Loyalty – Understands and is responsive to customers’ goals and needs. Quickly identifies and responds to customer needs and problems.
- Develops People – Acts in a manner that causes people to feel valued and respected. Seeks coaching and feedback to support growth and development.
- Communicates – Actively listens, accepts feedback and attempts to understand and learn from the perspective of others at all levels.
- Sets Vision and Direction – Understands and supports the vision, values, and direction of the organization.
- Demonstrates Sound Financial and Business-Related Practices – Complies with Abt Associates policies and procedures as well as government regulations (if applicable). Works to improve results for Abt Associates.
- Builds Teams and Cooperation – Effectively participates as a team member.
- Promotes Technical Excellence and Quality – Demands excellence in own work. Practices continuous learning.
- Nurtures Entrepreneurship – Maintains a high level of effectiveness in the face of stress and shifts in priorities and directions.
- Promotes Diversity – Participates in and is comfortable with diverse, high performance teams. Demonstrates sensitivity to and understanding of the cultures in which Abt Associates operates and the cultural backgrounds of the staff.
- Ability to speak French would be an added advantage.
- Acts as a Role Model – Has integrity. Is trustworthy, intellectually honest, self-aware, caring, compassionate, has high moral standards and lives the values of the Company
Minimum Qualifications Bachelors Degree and 4 years of experience
Abt Associates is an Affirmative Action/Equal Opportunity employer committed to fostering a diverse workforce. Abt Associates provides market-competitive salaries and comprehensive employee benefits.
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