The American Institutes for Research (AIR) is a leading professional services firm specializing in all aspects of education and other social policy issues. AIR prides itself in conducting high-impact, high-stakes projects for significant Federal, state, and private organizations.
AIR’s Information Technology (IT) organization provides technology services for clients both inside and external to AIR. IT maintains three professional-grade data and hosting centers that are supported by a team of engineers monitoring the continuous operations of the network, including servers, security, and applications. Internally, IT provides a wide variety of services that include electronic mail, collaboration, networking, business-specific data base applications, and technical support for applications and web-site developers. Externally, IT delivers web hosting services with rigorous security requirements that satisfy industry standards.
We are currently seeking a IT Service Delivery Associate to join our Information Technology team in our Washington, DC office working as a member of the IT Service Desk team.
•Provide end user IT Service Delivery support including, but not limited to technology deployment, service troubleshooting, root cause analysis, and hardware and software inventory management.
•Continually learn, analyze and test new technologies.
•Design and implement Service Delivery projects such as personal communication device rollouts, software deployment, and computer system imaging.
•Execute IT Service Desk functions in AIR’s service management system (Numara Footprints).
•Maintain and grow knowledge of relevant technologies, products, services, and best practices to provide technically accurate, appropriate and creative service solutions for employees.
•Follow established AIR processes and procedures while continually making suggestions to improve efficiency and effectiveness.
•Perform all other duties and responsibilities as assigned to meet AIR’s changing business needs.
•Bachelor’s degree in Information Technology, Computer Science, or related field, and at least 1-2 years of relevant experience preferred; A+ and MCTS (Microsoft Certified Technology Specialist) certifications or equivalent are desired.
•Proven track record of effective collaboration with colleagues at all levels in an organization.
•Intermediate to expert level of hands-on skills with Microsoft Windows and Apple platforms. Familiarity with Linux and PDA platforms is desired.
•Strong written and verbal communication skills. Accurate and thorough documentation skills are essential.
•Demonstrated troubleshooting skills of computers, Microsoft Operating Systems (including Windows XP, Windows 7, Windows Server basics), OSX, networking (TCP/IP), and various PC end-user applications (MS Office, electronic mail, Terminal Services, VPN’s, etc.).
•Demonstrated passion for the IT profession, expanding knowledge and skills, and providing service to customers.
American Institutes for Research - 9 months ago
The American Institutes for Research (AIR) lives and breathes to enhance human performance. The not-for-profit organization conducts...