IT Global Support Analyst

Salary Range: Please note the typical Hiring Range is $62,000-$70,000 annualized. Job offers within the range are based on relevant job qualifications and pay equity.

Medical Teams International Calling:

Daring to love like Jesus, we boldly break barriers to health and restore wholeness in a hurting world.

Medical Teams International holds strict child and vulnerable adult safeguarding principles and a zero-tolerance policy for misconduct related to sexual harassment, exploitation and abuse in the workplace and other places where the organization’s activities are rendered. Parallel to technical competence, recruitment & selection, hiring decisions will give due emphasis to assessing candidates’ eligibility thorough background checks, police clearance, and professional reference check processes.

JOB SUMMARY

The IT Global Support Analyst contributes to Medical Teams International’s calling by serving as the first point of contact for internal customers seeking technical assistance and support related to computer systems, hardware, software, and cloud services in all global locations. The position resolves issues and service requests, managing work using a service management tool, and focuses on empowering end users in the use of digital technology and fostering continuous service improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential Duties:

• Act as first point of contact and day-to-day technical support.

• Provide Level 1 support.

• Provide user access services.

• Research trouble issues that affect multiple clients.

• Alert team members about recurring problems.

• Generate activity and status reports.

• Install and perform repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Update configuration management tools.

• Develop and document procedures for performing configuration changes, updates, and upgrades.

• Provide on-going support of client technology.

• Participate in deployment of new or upgraded information technology and infrastructure projects, including assisting co-workers and vendor partners.

• Engage hardware vendors on issues to remedy issues or escalate for support.

• Diagnose and resolve client workstation and mobile device hardware and software issues.

• Coordinate the resolution of escalated application, hardware, and software problems.

• Ensure all technical resources are available for meetings, including video conferencing.

• Monitor service-level objectives to ensure that requirements are met or exceeded.

• Make recommendations to improve performance and client satisfaction metrics.

• Follow up in a timely manner to ensure customer satisfaction.

• Collaborate in the development of service-level objectives and take steps to meet or exceed targets.

• Track performance metrics.

• Review tracking log to identify recurring problems or problems affecting many clients.

• Recommend solutions to common problems and update frequently asked questions documentation.

• Evaluate, test, and recommend new products.

• Create, modify, and review documentation of issues resolutions.

• Develop and deliver documentation to ensure appropriate end-user support.

• Communicate technical information to both technical and non-technical personnel.

• Train co-workers on new or existing functionality or services.

• Identify customer training needs based on common problems.

• Support safeguarding of program participants and employees through promoting an environment of awareness and upholding the code of conduct provisions of Medical Teams Protection from Sexual Exploitation, Abuse & Harassment, Child & Vulnerable Adult protection, and harassment-free workplace policies. Incumbents will remain alert and responsive to any child and adult safeguarding risks, acquire relevant knowledge and skills which will enable you to promote strong safeguarding practices, understand the child and adult safeguarding policy and procedures, and conduct yourself in a manner consistent with the Safeguarding code of conduct and behavior expectations.

Other Duties:

• Utilize volunteers when appropriate.

• Additional duties as assigned.

EDUCATION, LICENSES, & CERTIFICATIONS

Required:

• Technical degree in computer technology or related field, or an equivalent combination of education and experience, substituting on a year-for-year basis.

• Valid Driver License.

Preferred:

• Technical certification in Microsoft technologies or A .

EXPERIENCE

Required:

• Minimum 2 years’ experience as a help desk technician or similar support role.

• Experience with cloud-based helpdesk ticketing systems.

Preferred:

• Previous experience working in a non-profit organization.

• Knowledge of Active Directory, Microsoft Azure, and related technologies.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge:

• Tech savvy with working knowledge of office automation products, databases and remote control.

• Good understanding of computer systems, mobile devices, and other tech products used in office environment and global field sites.

• Windows client operating systems

Skills:

• High level of experience working in both Active Directory (on-premise) and Azure Active Directory (cloud AD) environments.

• Understand different audiences and how to communicate with them effectively.

• Proficient in Microsoft 365 application suite.

• Customer-oriented.

• Technical, logical thought process, including technical process documentation.

• Skilled at problem-solving.

• Skilled at using remote access support tools

Abilities:

• Commitment to Medical Teams International Calling Statement and Core Values.

• Proven ability to prioritize work, meet deadlines, and multi-task.

• Ability to work collaboratively with others.

• Ability to troubleshoot hardware/software problems, and to set-up, install, configure, maintain, relocate, and/or repair desktop and office computer equipment.

• Ability to diagnose and resolve basic technical issues.

• Ability to operate well in a fast-paced work environment with dynamic teams of staff and volunteers.

• Detail Oriented.

• Ability to establish and maintain effective working relationships with employees, staff, and company officials.

• Ability to communicate effectively both verbally and in writing.

• Ability to explain technical information to non-technical staff

• Ability to work 40 hours per week, Monday through Friday.

• Fluent in English (written and spoken).

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of a personal computer, database and digital platforms, and other office productivity machinery, such as a copy machine and computer printer.

• Frequently uses hands, fingers, and arms to reach, handle, touch or feel equipment, medical instruments, materials, computer.

• Frequent communication and exchange of information among colleagues and persons of concern which requires the ability to speak, hear, convey and express oneself.

• Frequent close vision and the ability to adjust focus.

• Occasionally ascends/descends stairs, steps, or ladder

• Occasionally move about inside an office to access file cabinets, office machinery, meet with colleagues, etc.

• The employee must occasionally lift and/or move up to 40 pounds.

• Seldom to occasionally position oneself to stoop, kneel, crouch, or crawl.

• If in travel status, occasional to frequent traversing over rough or steep terrain in either a motor vehicle or on foot.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderately quiet.

• The employee may be required to travel to remote areas of the world where there are potential health hazards and risks, limited hygiene facilities, extreme weather, and very basic living conditions.

BENEFITS

The following information outlines typical benefits available for US-based, regular employees scheduled 30 hours or more per week. Actual benefits may be prorated for other than full-time work.

• Excellent Medical, Dental, and Vision Insurance
• Flexible work schedule options
• Life insurance & AD&D
• Generous vacation time (20 days), sick leave (10 days), and 12 paid holidays per year
• 401k retirement plan
• Paid parental leave
• Employee Assistance Plan

For a full description of our benefits, you can learn more here.