Senior Specialist, Bilingual End User Computing

Washington, DC /
Office of the Chief Information Officer (COO) – Information Technology /
Full Time - Union
/ On-site
Planned Parenthood is the nation’s leading provider and advocate of high-quality, affordable sexual and reproductive health care for all people, as well as the nation’s largest provider of sex education. With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions. We do all this because we care passionately about helping people lead healthier lives.

Planned Parenthood Federation of America (PPFA) is a 501(c)(3) charitable organization that supports the independently incorporated Planned Parenthood affiliates operating health centers across the U.S. Planned Parenthood Action Fund is an independent, nonpartisan, not-for-profit membership organization formed as the advocacy and political arm of Planned Parenthood Federation of America. The Action Fund engages in educational, advocacy, and electoral activity, including grassroots organizing, legislative advocacy, and voter education.

Planned Parenthood Federation of America (PPFA) and Planned Parenthood Action Fund (PPAF) seeks an experienced and effective bilingual Spanish speaking, IT End User Computing team member. This job is an in-office role based in Washington, DC and reports to the Associate Director, IT Services Delivery in the Information Technology department of PPFA. The Information Technology Operations group is responsible for the physical & cloud infrastructure, daily IT operations and business systems at Planned Parenthood.

Purpose:
 
The bilingual Spanish speaking End User Computing Specialist is responsible for end point device provisioning and procurement, asset inventory management, device life cycle management and replacement, hardware break/fix technical troubleshooting and assisting AV Tech with providing onsite AV equipment support. The EUC Specialist  will help build Windows base images, test and deploy Windows and Mac OS updates and monthly vulnerability security patches, help orchestrate Apple and Android mobile device setup and configurations, and distribute new and loaner devices and hardware accessories  to End-Users.. This position will be an onsite hands-on technical resource for the End-Users in the office and remote IT network engineers as well as  providing remote support services for remote users and IT support teams.
 
Delivery:

Responsible for the daily management and support of all end user devices and peripheral equipment in PPFA’s DC office.
Serve as a subject matter expert (SME) in end user computing technology.
Ensure standard policies and procedures are followed and develop EUC SOP process guidelines and documentation.
Maintain accurate and up-to-date asset inventory and device status in ServiceNow.
Responsible for storage organization and inventory of all onsite hardware devices, including all accessories and peripherals.
As a part of the Service Delivery Team participate in incident management, diagnosis, escalation, tracking, root cause analysis and resolution.
Review and update IT hardware requests service catalog menu item descriptions and images. 
Coordinates the provisioning and delivery of end point devices for new hires and End of Life device replacements of both Mac and Windows desktop and laptops for current employees.
Coordinates the deprovisioning and recovery of end point devices from separated users and End of Life device replacements of both Mac and Windows desktop and laptops for current employees.
Conduct quality control analysis of video conference equipment to test video, audio and signal prior to meetings and periodically to guarantee systems operate at peak performance.
Perform firmware upgrades, troubleshoot, and repair AV equipment as required and report non-functioning equipment or damaged equipment to IT manager.
Perform L1 & L2 hardware troubleshooting analysis to determine if in-warranty devices require manufacturer repair or replacement.


Engagement:

●Provide end-user hardware support for provisioning and troubleshooting client hardware, software and computer peripherals
●Interact with colleagues to facilitate the assessment of needs and provision of services
●Respond and resolve staff questions and issues in a friendly and professional manner to ensure PPFA staff receive a high-quality customer experience

Knowledge, Skills and Abilities (KSAs):
 
Bachelor’s degree with a minimum of 3 years of experience or a high school diploma with a minimum of 5 years of related experience as an End User Computing Technician or Engineer.
Comprehensive understanding and hands-on experience with PC & Mac hardware, software, operation systems, directory service, printing and applications required.
Experience with hardware and software installation, configuration, maintenance and strong troubleshooting skills.
Expert proficiency in handling support tickets for Windows, Mac, and Chrome for desktop and mobile devices.
Experience with wireless device management.
Experience with software distribution systems required (SCCM, Jamf, ConnectWise)
Experience with Anti-virus management and End-point encryption systems required.
Show sensitivity and appreciation to cultural differences and help foster a technology environment that centers on diversity, equity, and inclusion.
Have a customer service mindset and a strong desire to build meaningful connections and experiences with the people you serve.
Ability to identify & escalate priority requests and incidents effectively
Knowledge and understanding of ITIL/ITSM process definition.
Strong interpersonal skills to build customer relationships
Proficiency in communicating in Spanish fluently
Knowledge of Google Workspace (Google Docs, GMeet, GSheet, GChat, etc.)
Prior knowledge and experience with IT Service Desk ticketing management systems ( ServiceNow, Zendesk for Jira, ServiceDesk Plus)
●Bring a positive, joyful attitude to work every day and seek to build a workplace that’s fun, inclusive, and rewarding.

Travel:
Not Required
$83,000 - $90,000 a year
Total offer package to include generous vacation + sick leave + paid holidays, individual/family provided medical, dental and vision benefits effective day 1, life insurance, short/long term disability, paid family leave and 401k. We also offer voluntary opt-in for Flexible Spending Account (FSA) and Transportation/Commuter accounts.   

We value a truly diverse workforce and a culture of inclusivity and belonging. Our goal is to attract qualified candidates and encourage applications from all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.  We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

PPFA participates in the E-Verify program and is an Equal Opportunity Employer.

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*PDN-HR

All roles that are denoted as NYC, DC, or both will be on a hybrid schedule, requiring 2-3 days per week in the office.