The American Clean Power Association (ACP) is the leading voice of today’s multi-tech clean energy industry, representing energy storage, wind, utility-scale solar, clean hydrogen, and transmission companies. ACP is committed to meeting America’s energy and national security goals and building our economy with fast-growing, low-cost, and reliable domestic power. The IT Support Specialist is a key member of the IT team, responsible for providing comprehensive technical support to end users in a hybrid office work environment.
This role primarily involves troubleshooting and resolving technical issues related to Microsoft 365 and various other software and hardware. The IT Support Specialist ensures high quality customer service and optimal system functionality by assisting with hardware and software ticket requests, maintaining detailed records of customer interactions, and contributing to the improvement of IT procedures. The ideal candidate is tech-savvy, possesses excellent interpersonal and communication skills, and is committed to delivering high-quality customer service.
This individual will need to have excellent written and verbal communication skills, the ability to juggle simultaneous projects, and thrive in a collaborative, high performing environment. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. Serve as the first point of contact for end users (ACP staff) seeking technical assistance over Teams and email.
Monitor and prioritize helpdesk tickets to ensure timely resolution in accordance with service level expectations. Install, configure, and maintain operating systems, business applications, and endpoint devices. Configure and support printers, docking stations, monitors, VPN connectivity, and mobile device access for end users.
Support conference room technology, audiovisual equipment, and collaboration tools for meetings and events. Escalate complex or unresolved issues to the next level of IT support personnel. Log and update the status of IT tickets in the helpdesk ticketing system, resolving and closing tickets in a timely manner.
Follow up with end users to ensure all issues are appropriately addressed and resolved, ensuring a high level of customer service and support. Support and contribute to the successful implementation of new technology, projects, and processes. Assist in software rollouts, system upgrades, security updates, and technology improvement initiatives across the organization.
Collect and share feedback from end users with IT and internal teams to support process and systems improvement. Maintain accurate inventory records for IT hardware, peripherals, and software assets. Provide accurate guidance and advice to end users on IT products or services.
Bachelor's degree in Information Technology, Computer Science or relevant field strongly preferred or equivalent certifications and work experience. 1-2 years of experience as an IT helpdesk technician or relevant IT customer support/end user support position. Demonstrated ability to diagnose and resolve basic IT technical issues. Excellent verbal and written communication skills, demonstrating customer-oriented solutions and professional, responsive, and user-focused support.
Knowledge of PC and Mac desktop hardware and software Knowledge of Windows 10 and Windows 11 Operating Systems. Knowledge of Microsoft Office products (i.e.: Desktop apps, Teams, OneDrive), office automation products, VPN, and remote control. Familiarity with mobile device support (iPhones, iPads, Androids).
Jira, ConnectWise, Zendesk, or similar). Ability to work varying office hours as it relates to staff office schedules and additional hours as project and job demands arise (including evenings and weekends as necessary for special events). Ability to remain in a stationary computer position for extended periods of time. with assistance and have the ability to load/unload shipments.
Ability to travel 2-3 times per year to attend and provide IT support at organizational conferences We are a fast-paced, high-energy organization with a very ambitious agenda and a staff that is highly motivated. Occasional travel outside of the Washington, DC area for meetings or events may be required. Applicants must be currently authorized to work in the United States on a full-time basis.
ACP will not sponsor applicants for work visas. At ACP, a wide range of factors are considered when making compensation decisions including and not limited to skill set, experience, training, education, knowledge, and other business and organizational needs. ACP offers 401k, PTO and sick leave, commuter benefits, wellness reimbursement, and professional development/tuition reimbursements for eligible employees.
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