Specialist, IT Support

About the Role

The IT Support Specialist provides first-line technology support for WFP USA staff in the Washington, DC office and remotely across the United States. This role supports Windows and macOS devices, including laptops, MacBooks, iPads, and reMarkable devices, along with Microsoft 365, office and meeting-room technology, user accounts, peripherals, and approved applications, while ensuring issues are documented, resolved promptly, or escalated appropriately. The ideal candidate is service-oriented, organized, security-conscious, and comfortable helping users with varying levels of technical experience.

Key Responsibilities

• Serve as the first point of contact for IT support requests via email, chat, phone, in person, and the IT service-management system.
• Troubleshoot common Windows 11 and macOS issues, including Microsoft 365, Outlook, Teams, OneDrive, SharePoint, MFA, printing, connectivity, peripherals, and approved applications.
• Prepare, configure, deploy, recover, and maintain Windows laptops, MacBooks, iPads, reMarkable devices, and approved accessories for new hires, replacements, and departing employees.
• Maintain accurate asset inventory, device assignments, warranty information, stock levels, and equipment disposition records.
• Provide on-site support for workstations, printers, conference rooms, audiovisual equipment, and hybrid meetings.
• Assist with approved routine account and access tasks while following security, privacy, least-privilege, and change-management procedures.
• Identify and immediately escalate security incidents, high-impact outages, privileged-access requests, network changes, vendor-related issues, or other matters outside the role’s authority.
• Gather relevant troubleshooting information and escalate unresolved or complex issues to the IT Manager and/or MSP for further action.
• Maintain clear ticket notes, setup instructions, knowledge articles, checklists, and standard operating procedures.
• Help with technology rollouts, equipment refreshes, office moves, security-awareness activities, and other IT projects as assigned.

Requirements & Tech Stack

• Working knowledge of Windows 11, macOS, Microsoft 365, laptops, MacBooks, iPads, mobile devices, peripherals, Wi-Fi, browsers, file synchronization, and common business applications.
• Experience with ticketing systems, endpoint management, remote-support tools, or asset-management systems (preferred).
• Familiarity with Microsoft Entra ID, Intune, Teams Rooms, SharePoint, OneDrive, macOS, MacBooks, iPads, Apple Business Manager, and reMarkable devices (preferred).
• Experience supporting a hybrid or geographically distributed workforce (preferred).

Qualifications

• Associate degree, technical coursework, relevant training, or equivalent IT support experience.
• Up to two years of relevant experience, including internships, help desk, retail technical support, campus IT, or similar customer-facing roles.
• Strong troubleshooting, customer-service, communication, and organizational skills.
• Ability to explain technical concepts in plain language, manage multiple requests, document work, and recognize when escalation is required.
• Commitment to protecting confidential information and following security and acceptable-use policies.