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 Job Title   Posting Date   Organization

IT Specialist, Service Desk

  7/19/2019   Project Concern International
 Job Description        

Provide day-to-day desktop support such as identifying, researching and resolving technical issues. Analyzing and resolving or escalating data and voice system problems and requests Utilize the IT electronic ticketing system, Jira, SharePoint and the Service Providers proprietary ticketing system for opening, closing, resolving, escalating, and tracking requests and activities Configure, troubleshoot and refresh Windows 10 in a Microsoft network environment on both desktop and laptop computers, network printers and online O365 applications Complete moves adds and changes, applying appropriate change management process and communication Co-administer cloud-based Office 365 platform, primarily OneDrive, Skype for Business, MS Office, MS Teams, Outlook and Exchange Manage Active Directory (AD) accounts that are synchronized with SharePoint Online Apply existing and assist with development and documentation of IT policy and procedure, specifically those associated with Service Desk Process



Associate’s Degree from a technical school or similar technical training, along with a minimum of 4-6 years of total experience in IT Service Desk related roles Helpdesk Process and Change Management experience Strong knowledge of technical equipment and common software packages: Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows 7 and 10, Microsoft Office 2007, 2010, Microsoft Outlook, Microsoft Internet Explorer Intermediate Webroot Anti-virus, Active Directory (AD), audio/visual and O365 Fundamental knowledge of Networking, Telephony and Microsoft Exchange


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