IT Support Specialist

Position Summary

The IT Support Specialist is a key member of the IT team, responsible for providing comprehensive technical support to end users in a hybrid office work environment. This role primarily involves troubleshooting and resolving technical issues related to Microsoft 365 and various other software and hardware. The IT Support Specialist ensures high quality customer service and optimal system functionality by assisting with hardware and software ticket requests, maintaining detailed records of customer interactions, and contributing to the improvement of IT procedures. The ideal candidate is tech-savvy, possesses excellent interpersonal and communication skills, and is committed to delivering high-quality customer service.

This individual will interact with all levels of staff within ACP, across all departments and disciplines, and must demonstrate exceptional people skills with a professional and solutions-oriented approach to work. The renewable energy industry is a fast-paced, emerging space, and ACP staff reflects that and manages priorities accordingly. This individual will need to have excellent written and verbal communication skills, the ability to juggle simultaneous projects, and thrive in a collaborative, high performing environment. 

Essential Functions/Major Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

• Serve as the first point of contact for end users (ACP staff) seeking technical assistance over Teams and email. 
• Monitor and prioritize helpdesk tickets to ensure timely resolution in accordance with service level expectations. 
• Troubleshoot and resolve desktop, laptop, mobile device, printer, and peripheral problems in a timely manner. 
• Install, configure, and maintain operating systems, business applications, and endpoint devices.
• Configure and support printers, docking stations, monitors, VPN connectivity, and mobile device access for end users.
• Support conference room technology, audiovisual equipment, and collaboration tools for meetings and events.
• Escalate complex or unresolved issues to the next level of IT support personnel.
• Log and update the status of IT tickets in the helpdesk ticketing system, resolving and closing tickets in a timely manner.
• Follow up with end users to ensure all issues are appropriately addressed and resolved, ensuring a high level of customer service and support.
• Support and contribute to the successful implementation of new technology, projects, and processes.
• Assist in software rollouts, system upgrades, security updates, and technology improvement initiatives across the organization.
• Create and maintain standard operating procedures (SOPs), user guides, and knowledgebase articles.
• Collect and share feedback from end users with IT and internal teams to support process and systems improvement.
• Maintain accurate inventory records for IT hardware, peripherals, and software assets.
• Provide accurate guidance and advice to end users on IT products or services.  

Education, Experience, Skills

• Bachelor's degree in Information Technology, Computer Science or relevant field strongly preferred or equivalent certifications and work experience. 
• 2-3 years of experience as an IT helpdesk technician or relevant IT customer support/end user support position. 
• CompTIA A+, CompTIA ITF+ or similar technical certification preferred. 
• Excellent verbal and written communication skills, demonstrating customer-oriented solutions and professional, responsive, and user-focused support.
• Knowledge of PC and Mac desktop hardware and software as well as Windows 10 and 11 Operating Systems. 
• Knowledge of Microsoft Office products (i.e.: Desktop apps, Teams, OneDrive), office automation products, VPN, and remote control. 
• Familiarity with mobile device support (iPhones, iPads, Androids). 
• Experience with ticketing system preferred (i.e.: Jira, ConnectWise, Zendesk, or similar).
• Ability to diagnose and resolve basic to intermediate technical issues. 
• Ability to work varying office hours as it relates to staff office schedules and additional hours as project and job demands arise (including evenings and weekends as necessary for special events). 
• Ability to remain in a stationary computer position for extended periods of time. 
• May be required to lift up to 30 lbs. with assistance and have the ability to load/unload shipments. 
• Ability to travel 2-3 times per year to attend and provide IT support at organizational conferences 

Job Conditions

We are a fast-paced, high-energy organization with a very ambitious agenda and a staff that is highly motivated. This position may experience high-level work demands and independent decision-making under tight timelines. Occasional travel outside of the Washington, DC area for meetings or events may be required. Applicants must be currently authorized to work in the United States on a full-time basis. ACP will not sponsor applicants for work visas.

We reasonably believe that the base salary range for this position is $60,000- $75,000. At ACP, a wide range of factors are considered when making compensation decisions including and not limited to skill set, experience, training, education, knowledge, and other business and organizational needs. ACP offers 401k, PTO and sick leave, commuter benefits, wellness reimbursement, and professional development/tuition reimbursements for eligible employees.