Specialist, IT Support
Job Details
Position Overview
The IT Support Specialist provides first-line technology support for WFP USA staff in the Washington, DC office and remotely across the United States. This role supports Windows and macOS devices, including laptops, MacBooks, iPads, and reMarkable devices, along with Microsoft 365, office and meeting-room technology, user accounts, peripherals, and approved applications, while ensuring issues are documented, resolved promptly, or escalated appropriately.
The ideal candidate is service-oriented, organized, security-conscious, and comfortable helping users with varying levels of technical experience
About World Food Program USA
World Food Program USA’s values provide the framework for how we behave and work together to reach our goals to feed and save the lives of the most vulnerable people around the world. Those values are:
Collaborative: We are all one team
Accountable: We own our work
Respectful: We are kind to each other
Inclusive: We champion diversity
Optimistic: We have a make it happen attitude
We are looking for applicants who embody these values and are invested in forwarding our mission.
Why Join Us?
- We are a dynamic, forward leaning, financially stable organization.
- You will be joining an effective, committed, high-performing group of colleagues who are well-regarded in the community.
- This position will play a crucial role in aiding the organization in their mission of ending global hunger
Highlighted Responsibilities:
- Serve as the first point of contact for IT support requests via email, chat, phone, in person, and the IT service-management system.
- Troubleshoot common Windows 11 and macOS issues, including Microsoft 365, Outlook, Teams, OneDrive, SharePoint, MFA, printing, connectivity, peripherals, and approved applications.
- Prepare, configure, deploy, recover, and maintain Windows laptops, MacBooks, iPads, reMarkable devices, and approved accessories for new hires, replacements, and departing employees.
- Maintain accurate asset inventory, device assignments, warranty information, stock levels, and equipment disposition records.
- Provide on-site support for workstations, printers, conference rooms, audiovisual equipment, and hybrid meetings.
- Assist with approved routine account and access tasks while following security, privacy, least-privilege, and change-management procedures.
- Identify and immediately escalate security incidents, high-impact outages, privileged-access requests, network changes, vendor-related issues, or other matters outside the role’s authority.
- Gather relevant troubleshooting information and escalate unresolved or complex issues to the IT Manager and/or MSP for further action.
- Maintain clear ticket notes, setup instructions, knowledge articles, checklists, and standard operating procedures.
- Help with technology rollouts, equipment refreshes, office moves, security-awareness activities, and other IT projects as assigned.
Qualifications:
A well-qualified candidate will possess:
- Associate degree, technical coursework, relevant training, or equivalent IT support experience.
- Up to two years of relevant experience, including internships, help desk, retail technical support, campus IT, or similar customer-facing roles.
- Working knowledge of Windows 11, macOS, Microsoft 365, laptops, MacBooks, iPads, mobile devices, peripherals, Wi-Fi, browsers, file synchronization, and common business applications.
- Strong troubleshooting, customer-service, communication, and organizational skills.
- Ability to explain technical concepts in plain language, manage multiple requests, document work, and recognize when escalation is required.
- Commitment to protecting confidential information and following security and acceptable-use policies.
Preferred Qualifications:
- Experience with ticketing systems, endpoint management, remote-support tools, or asset-management systems.
- Familiarity with Microsoft Entra ID, Intune, Teams Rooms, SharePoint, OneDrive, macOS, MacBooks, iPads, Apple Business Manager, and reMarkable devices.
- Experience supporting a hybrid or geographically distributed workforce
Physical Requirements & Work Environment:
- Prolonged periods of sitting at a desk and working on a computer.
- Occasional flexibility in schedule may be needed to support time-sensitive departmental priorities or established deadlines.
- This position is an in-office role based in Washington, DC and requires working in the office for five days per week.
World Food Program USA is a nonprofit organization. This is a full-time position that offers a competitive salary and outstanding benefits. WFP USA is an equal opportunity employer. World Food Program USA provides equal employment opportunities to all employees and applicants for employment 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.