IT Support Analyst

Stand Together is a dynamic and mission-driven organization committed to driving positive social change and empowering individuals to overcome barriers.

Join our team and be part of a collaborative community that values innovation, personal responsibility, and the power of bottom-up solutions.

Together, we will create a society that fosters opportunity, dignity, and well-being for all. We are looking for a highly skilled, hardworking, self-starting professional that is organized and excited to support our community as an IT Support Analyst.

The IT Support Team provides a world-class customer service experience to all members of our community. We are the onsite team working to deliver top-tier IT support and equipment service operations.

We proactively collaborate to maintain our meeting spaces and pride ourselves on effective inventory stewardship. The ideal candidate will enjoy working with a community whose vision is a society where every person can realize their potential.

The IT Support Analyst provides top-notch service to our end-users when tickets are submitted to our ticketing system, or by walkup and phone.

Through creativity and empathy, while leveraging your critical thinking skills, you will analyze, investigate, and resolve a limited scope of issues.

You will utilize training and knowledge base articles to route out-of-scope issues to another team when needed. You will need to have a strong technical aptitude, be extremely responsive to end-users' needs, and work well in a team.

This position is full-time and required to work on-site in our Arlington, VA office.

Your Responsibilities Include

• Register and document user issues reported via walkup, phone, web portal, and email in our ticketing system
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, articles, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team within established SLAs
• Provide deskside support via equipment delivery, desk set-ups, and inventory management, troubleshooting and break-fixes
• Provide on-site support for conference rooms and supporting technologies
• Communicate with the end user as required, keeping them informed of incident progress and impending changes
• Help end users succeed by delivering world class customer service through the management and execution of documented and approved service requests

Knowledge and Skills You Bring to the Organization

• At least 1 year of work experience as an IT technician
• Familiarity with ticketing systems, preferably Jira Service Management
• Knowledge of standard office software such as Microsoft Office, Outlook, Microsoft Teams, etc.
• Knowledge of standard collaboration technologies such as Microsoft Teams, Zoom, and Conference Room technologies
• Knowledge of Microsoft administration tools such as Active Directory, Microsoft Admin Portal, Exchange Admin Console, and Endpoint Manager
• Knowledge of both Windows PC and MacBook
• Good knowledge of Internet security and data privacy principles
• Strong interpersonal skills including high emotional intelligence and a professional demeanor
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Ability to multi task and adapt to changes quickly
• Self motivated with the ability to work in a fast-moving environment
• Eagerness and demonstrated ability to learn existing and emerging technologies

What We Offer

• A meaningful career where your work will improve the lives of millions of Americans especially the least fortunate
• A vision-driven organization of over 1,000 employees across the country who are dedicated to improving the lives of others
• Competitive salaries and bonuses. Our salary and bonus strategies are aligned to the value you create, not a standardized bell curve
• Generous 401K match - 6% match with immediate vesting
• Competitive
• Our flexible time-off policy allows all employees to take planned and unplanned time off as needed
• Mileage reimbursement for business travel separate from your commute
• Commuter assistance plans to offset the cost of commuting into our headquarters (on-site parking or metro)
• Opportunities for professional development and mentorship that can strengthen your effectiveness through Principle Based Management and other industry specific programs

Stand Together helps social entrepreneurs supercharge their efforts to help people improve their lives. We connect them with passionate partners and the resources necessary to make a greater difference.

Through our philanthropic community, we tackle some of the nation's biggest challenges so that every person has the opportunity to realize their extraordinary potential.

Stand Together partners with people from diverse perspectives and backgrounds including people in education, business, community non-profits, and public policy to accomplish more together than any of us could on our own.