User Support Specialist

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The Information Technology team at Open Society is comprised of 45 members, who are located in the NY, DC, London and Budapest offices, but operate and support the global organization. Specifically, the team provides the following services to the organization:

IT Operations

Provides the network, phones, desktops, hardware/software, and wireless services to keep the infrastructure for all the core offices running. Additionally, along with User Support, they are charged with advising on and creating the infrastructure for all new offices.

User Support

This is the front line for all employee technology issues having to do with deployment, use and maintenance of laptop computers, desktop phones and mobile devices. They are also specifically charged with assisting in any video conference or teleconference support needed. The team operates on an "in office" 18/5-hour schedule in order to accommodate extended support for the offices and for travellers. There is also a 24-hour hotline to assist in off hours.

IT Administration

This is responsible for the distribution of IT assets to employees, as well as developing and implementing the necessary training to allow users to be fully independent on software and hardware.

IT Security

Oversees a multitude of hardware and software deployed globally that work to identify and repel cyber-based attacks on OSF.

Applications Support

Has responsibility for implementing, integrating, enhancing and supporting the 30+ applications within the OSF network that employees utilize on a daily basis.

Job Profile

The User Support Specialist is a full performance administrative/operational role at Open Society. This role performs duties requiring skills specific to Open Society programs and processes that advance the work of the organization. Work on assigned projects, processes, and/or an area of responsibility is carried out with considerable independence.

In addition to knowledge of OSF-specific matters, the role calls for specialized knowledge of the required subject matter and/or technical skills. This role is responsible not only for completing work in assigned areas with limited supervision, but for identifying problems and resolving them with guidance from supervisor as needed. The role has a strong level of responsibility for establishing and maintaining effective and constructive working relationships both internally and externally, and may also be responsible for projects of some complexity.

Essential duties and responsibilities will include:

Providing event equipment and general technical support services to OSF staff

Assisting with video/audio conferences and maintains upkeep of VC equipment

Responding and assisting with internal ‘trouble tickets’ submitted within the organization

Assisting with fixed assets, hardware and software inventory management

Providing technical support for OSF hub offices and regional offices as needed

Assisting with PC/laptops and network printers setup, software installation, PC network configuration

Assisting in hardware and software troubleshooting

Assisting with software development troubleshooting, support and training

Supporting OSF back office applications

Candidate Profile

Experience working in information technology, with understanding or experience of user support role preferred

Displays basic listening skills to support users with simple issues

Strong knowledge of Video Conferencing Technologies and Audio Visual Equipment

In-depth knowledge of Microsoft Windows and Office suites; familiarity with Mac environment preferred

Demonstrated strong ability to analyze and troubleshoot basic problems with understanding of when to escalate

Experience with multi-tasking and working in a team environment

Experience with verbal and written communications in English (Multilingual may be required in certain geographies)

Experience working in a team environment

Demonstrated commitment/understanding of the importance of cross-cultural sensitivity

Demonstrated commitment/understanding of the importance of customer service focus (internal and external)

Demonstrated ability to maintain confidentiality

Some travel across the EU region and to the US is required

Bachelor’s Degree in a relevant field of study or equivalent experience/education

Graduate Degree preferred

3-5 years of progressively responsible experience in a situation relevant to the duties of this role is typically required to develop the skills required for this role.

Work Environment and Physical Demands: Essential functions are typically performed in an office setting with a low level of noise. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are strengthened by the diversity of our colleagues across the Open Society Foundations, and we welcome and actively seek applications from people of all cultures, backgrounds, and experiences.

For further information or to apply, please click the APPLY button.

Closing date: 24th May 2017.