Level II Support Specialist

Level II Support Specialist

Join Our Team as a Level II Support Specialist at the International Republican Institute (IRI)!

The International Republican Institute (IRI) advances democracy and freedom. We link people with their governments, support politicians to be responsive to citizens, and motivate those citizens to engage in the political process.

At IRI, every employee plays a crucial role in advancing our mission across the globe. We're looking for passionate individuals who embody our Core Values and are eager to contribute to our dynamic team. Our values include:

• Excellence: We deliver quality results by investing in our people.
• Freedom: We embrace exploration and experimentation to stay agile and responsive.
• Respect: We trust, empathize, and empower each other.
• Teamwork: We value the power of global collaboration.
• Transparency: We believe in open communication and clear decision-making.
• Accountability: Personal responsibility is the foundation of our success.

The Information Technology (IT) Department partners with IRI staff across the globe to deliver responsive technical assistance, effective solutions, and reliable systems management with their small but highly efficient team. Primary areas of support include troubleshooting hardware and software issues, maintaining network and connectivity at the headquarters office, assisting with audio and video conferencing, managing IT assets, and contributing to information security practices.

The Support Specialist will provide front-line IT support for the organization's Washington, DC headquarters, with additional responsibility for providing remote assistance to international offices and staff worldwide. The Support Specialist will ensure that headquarters staff have dependable access to the technology tools necessary for daily operations, while also providing remote technical support to colleagues in international field offices and gaining hands-on experience with advanced cybersecurity tools and initiatives.

This is a hybrid position located in Washington, DC.

Key responsibilities include:

• Provide first line and escalated technical support for all IT hardware/software/network issues for local staff and remote support for global users
• Research and escalate issues to appropriate party as needed
• Develop and maintain technical and training documentation.
• Document problems and resolutions within helpdesk ticketing system
• Compile documentation for resolution of known and recurring issues for end user self-help knowledgebase
• Design and provide written/video/in-person user training for supported software and services
• Record IT purchasing, procurement, and inventory
• Coordinate processes for IT hardware/software requisition, purchase orders, procurement, and deployment
• Maintain an updated inventory of all IT hardware/software
• Provide assistance to the Network Administrator as required
• Provide support to staff for presentations and events, as well as operate audio/visual equipment
• Perform other duties as assigned

Note: This post is not an exhaustive list of all responsibilities, duties, or skills required in this role. Further details of the role will be shared during the recruitment process.

We seek a passionate and experienced individual with:

• Undergraduate degree in Information Systems or related field or equivalent experience
• Minimum one year of relevant work experience in an IT support role
• Advanced technical support experience in the following technologies:
• The latest version of the Microsoft Windows operating system
• The latest version of Microsoft Office applications
• Antivirus/Antimalware
• Working knowledge of latest network protocols
• Computer hardware related issues
• Network firewalls and wireless security
• Intermediate level knowledge of basic network administration, including network topologies, protocols, routers, NAS servers, and Active Directory
• Excellent communications skills both verbal and written
• Inter-personal skills and ability to resolve problems via phone or email
• Organized and capable of multitasking in a fast paced, team driven environment
• Self-motivated, capable of managing time efficiently and productively
• Must have a desire to learn and progress in the field of Information Technology

The anticipated compensation range for this position is $23.55/hour to $35.32/hour USD. The compensation for this position is determined based on a wide variety of factors including but not limited to an individual's professional experience, qualifications, education and other business needs along with internal equity considerations. Employees are not typically hired at the top of the range for their role and compensation decisions are made based on the aforementioned considerations.

An empathetic and dedicated work environment with generous benefits that demonstrates IRI's commitment to all dimensions of employee wellness, including:

• Health and Wellness Support: Significant coverage of health, dental, and vision insurance costs. Meaningful assistance programs through an Employee Assistance Plan (EAP), access to Headspace (a mental health support app), and Rula (access to mental health experts)
• Long-term Financial Health: Retirement plan with generous employer contribution (vested after 12 months).
• Hybrid and Flexible Work: Hybrid and telework options with Flex Fridays observed across the Institute.
• Time Off: Company-paid holidays, parental leave, generous vacation, sick, and personal leave days.
• Family Support: Back-up dependent care through Care.com, Dependent Care FSA
• Learning and Development Opportunities: Annual allowance for professional development courses and seminars along with access to world-class E-Learning via eCornell.
• Compensation Equity: Regular competitive review of internal and external equity to ensure fairness in pay for employees working in similar jobs requiring comparable knowledge, skills, and experience.

Benefits, professional development, and flexibility offerings may vary based on employment classification and location.

In your application, please include a copy of your most up-to-date resume along with a cover letter that outlines your background and explains why you are interested in this opportunity. Additionally, please include the contact details of at least 2-3 professional references. If you are selected for an interview, we will contact your references before the final interview.