Who We Are
Peace is our commitment. The United States Institute of Peace represents the American people’s shared values and commitment to peace around the world. We know that Peace is Security – it advances both U.S. and international security by preventing, managing and mitigating violent conflict.
We are an independent, non-partisan institution and are actively engaged with peacebuilding efforts around the world. Together we tackle the toughest problems and hold fast to the possibility of a more peaceful world. (To learn more about USIP programs and job openings, go to https://www.usip.org/about/careers.
If you have a passion for making the world a better place and want to have a front row seat to the world stage, USIP is the place for you.
JOB BRIEF
The IS / Finance Support Technician provides basic aspects of end-user support, workstation support, and support for users of financial systems. Responsible for responding to telephone calls, email and staff requests for technical support. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Performs a variety of tier-1 Quick Base system administration tasks. Supports simple financial CRON jobs. Produces simple reports of financial information using Microsoft Excel. Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected.
TARGET SALARY RANGE
Grade 07 - $48,000 – 50,000
The Institute uses the General Schedule salary tables for administering compensation. Offers of employment are determined based upon candidate qualifications, related experience, internal equity and amount budgeted for the position.
RESPONSIBILITIES
Assist USIP Helpdesk team with day to day support operations.
Assist USIP Office of Finance (OOF) with tier-1 operations support:
- Manage Quick Base users and roles (Create Read Update Delete users)
- Simple Quick Base application debugging
- Quick Base support and OOF advocacy for overseas staff
- Produce simple financial reports using existing Excel templates
- Coordinate stakeholders to resolve network-level interruptions in financial systems operations
Diagnose causes of PC hardware problems/failures and repairs/replaces/adjusts faulty PC components.
Perform preventive maintenance on user end-points.
Install peripheral devices, new PCs, etc., including making any necessary network connections.
Move, reinstall, and configure PCs, printers, and other devices while making any necessary network connections.
Provide end-user help to USIP staff in the use of standard operating system software and commercial software such as Microsoft Office.
Provide technical support for stand-alone and network printers, including high capacity, high-speed printers.
Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles; and communicate with the affected customers to keep them apprised of restoration status in accordance with approved processes and procedures.
Provide basic end-user support for commercial PC operating systems and commercial off the shelf and/or custom applications.
Maintain an active inventory of USIP Information Services equipment.
As required, install, test, and configure software and/or monitor system performance.
Work on special projects for the Help Desk as required. Support installation or upgrade projects.
Respond to and resolve tier-1 service requests submitted via USIP Help Desk ticket system, email, phone and in-person.
Create, modify, delete, and provision accounts in Active Directory and Office 365.
Maintain a flexible schedule - some after-hours work will be required.
Work with the IS Team during and outside business hours to support Conferences, Meetings, and Events, as necessary.
Maintain accountability of all USIP equipment, location, and assignment, which should be maintained with automated tools.
Provide and oversee a core set of office automation application support services.
Perform other duties as assigned.
TECHNICAL QUALIFICATIONS
- Associates Degree in Computer Science, Information Systems, or other related discipline (or equivalent experience or technical certifications) required.
- 1-2 years’ experience in customer/user service, providing IT technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone.
- 1-2 years’ experience working with Microsoft Windows operating systems, diagnosing and resolving PC, network and printer problems.
- 1-2 years’ experience with Microsoft Excel, must be comfortable reading and writing formulas.
- Entry-level experience using Quick Base is desirable, Quick Base development skill is not required.
- Entry-level experience using Bash command line or other Unix Shell command interface.
- Experience with Microsoft Active Directory, Office 365 Cloud Solutions and Desktop Applications, Microsoft Exchange Online, Windows 10, and Surface Pro.
- Experience with Apple products such as iPhones, iPads, and Mac OS.
- Experience with Android.
- Basic IP addressing.
- Basic Experience with Network troubleshooting tools and techniques.
- Preferred Certifications: MCP, MCSA, A+.
REQUIRED NON-TECHNICAL SKILLS
- Must have excellent written and oral communication skills.
- Exemplify teamwork in a highly visible, fast-paced environment.
- Ability to manage multiple priorities simultaneously (answering phone calls, handling walk-in customers and checking emails and voicemails).
- Able to receive a favorable background suitability screening.
- Experience providing quality service to internal customers.
Must have the ability to work cooperatively in a team environment.
Provide situational awareness and status to leaders at all levels based on their operational needs.
Must be customer service and people oriented, with excellent interpersonal skills.
Highly-motivated, adaptable and self-disciplined, with exceptional attention to detail.
Ability to lift, carry, and set up equipment weighing up to 50 lbs.
Must be able to walk or stand for long periods of time while serving as a technician during events.
Ability to stand, stoop, bend, kneel, climb, push, pull, and work in tight, sometimes uncomfortable positions to perform position responsibilities.
Ability to climb ladders and work in areas within ceilings or on walls.
Exhibit a willingness to be flexible and work alternative shifts to ensure adequate coverage during weekdays, weekends, and holidays.
All USIP contract and employee positions are contingent upon the favorable completion of a suitability background investigation.
Compensation is commensurate with qualifications and experience.
HOW TO APPLY
To be considered for this position, please submit a complete application package consisting of:
- Completed employment application including titles, dates of hire and salary requirements.
- Cover letter
- Resume
For questions about this position please email recruitment@usip.org. Do not send resumes or attachments to this email address.
Only those applicants that are selected for further discussions will be contacted.
No Phone Calls. Interviews will be scheduled by appointment only.
USIP is an equal opportunity employer. It is the policy and practice of USIP to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, marital status, disability, veteran status, sexual orientation, genetic information, HIV/AIDS status, political affiliations or belief, pregnancy, or any other characteristic protected by law.
How to apply:
To apply for this position, please use the following URL:
https://ars2.equest.com/?response_id=eac6cda9edb00581971de484d6d9b6ac