IT Support Specialist

Information on MIT’s COVID-19 vaccination requirement can be found at the bottom of this posting.

IT SUPPORT SPECIALIST, Abdul Latif Jameel Poverty Action Lab (J-PAL), to support the daily operations of the Information Technology (IT) team at J-PAL. Will resolve routine IT hardware, software, network, and/or security issues on a day-to-day basis and install and update hardware/software and network systems; and manage IT assets (including computers and printers) by vetting, ordering, tagging, recording, and maintaining assets for office and individual staff and maintaining and troubleshooting networks, applications, and programs. Responsibilities also include managing the overall ticketing system, including assigning tickets to agents and responding to tickets submitted to the ticketing system (as part of a team of agents responding to tickets); providing advanced troubleshooting for web browsers, word processing software, and other applications; and providing support to internal and external groups on technical issues in-person and via telephone and email.  

Job Requirements
REQUIRED: high school diploma or its equivalent; at least five years’ information technology experience; working knowledge of common software applications and processes; proven record of providing excellent customer service; comfort with Salesforce’s and G-suite administration, desktop/laptop set up, and Zoom; strong Mac troubleshooting and support experience; good written and verbal communication skills; ability to build effective relationships and work within a team; ability to communicate clearly with a broad range of stakeholders; proven ability to anticipate, plan, prioritize, meet tight deadlines, and efficiently organize and manage a high volume of work; and ability to self-manage a time-sensitive workflow while maintaining high-quality output and absolute accuracy with details.  PREFERRED:  webinar experience a plus.  Job #22025-7

10/25/22