IMPAQ International, LLC

  • IT Support Specialist - Survey Center

    Job Location US-MD-Columbia
  • Overview

    IMPAQ International, a growing and dynamic social science research firm, provides high-quality research and impact evaluation services, policy analysis, survey research, technology solutions, organizational development, technical assistance and consulting services to U.S. and international government agencies, foundations, and the private sector.  IMPAQ’s mission is to bring together exceptional people to develop innovative and rigorous approaches to evaluate the real-world impact of social policies and programs. IMPAQ has a diverse and collegial work environment and is an Equal Opportunity/Affirmative Action Employer (M/F/Disability/Veterans).


    The IT Support Specialist is a self-motivated, hands on, and technical-oriented IT professional with a keen understanding of customer service, problem solving, triaging and resolving software, hardware and telephony problems.  The IT Support Specialist will be accountable for on-site and remote IT support. The individual will rotate through the role of On-Call Technician on a periodic basis.


    The primary role of the IT Support Specialist is to provide on-site, day-to-day support for IMPAQ survey operations comprised of an on-premise call center, remote interviewers and IT services/infrastructure. The specialist will support survey projects by providing planning, logistics, implementation and support of associated IT services and systems.  Strong telephony and system support skills are required. Ideal candidate should have significant experience with managing IT processes to on-board staff and large-scale equipment deployment.


    During periods of inactivity within IMAQ’s Survey Center, the IT Support Specialist will assist with general support of all IMPAQ staff and projects. The candidate should have strong experience with current Windows operating systems, system hardening, Microsoft Office Suite and remote access technologies.


    Applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for this position.


    • Project implementation for individual survey center projects, varying in size and scope. 
    • Collaborate with Survey Research and Operations staff to appropriately plan for implementation of IT services to support the project as required, including:
      • Attending meetings and collaborating with Survey Research and Operations staff.
      • Imaging equipment and maintaining equipment images to streamline deployment as needed.
      • Creating user accounts and assigning training and certification courses as necessary in our integrated learning management system (iLMS).
      • Prepping equipment deployments for shipment and all pertinent testing.
      • Coordinating Group Policy updates to survey center workstations.
      • Training Survey Operations staff and interviewers as needed.
      • Identifying and documenting monitoring methodologies for on premise and remote workforce staff.
      • Provide on call support during interviewer certification and training.
    • Assist in certifying connectivity requirements for all Survey Center remote workforce interviewers.  This involves verifying users are properly connecting equipment to home networks and following the remote access procedures appropriately. Assist with troubleshooting as needed.
    • Coordinate configurations and adjustments to the Avaya phone system as needed.  This can include setting up new hunt groups, applying required call masking, and project specific toll free numbers.
    • Maintain detailed documentation on phone system call flows, toll free numbers, agent ID’s and extensions.
    • Coordinate upgrades and patching to Voxco production and development environments.
    • Effectively troubleshoot and resolve trouble tickets.
    • Assist IMPAQ IT Support with Research and Operations trouble tickets and project support when Survey Center work is minimal.
    • Provide support for critical software applications and information technology infrastructure, including: Active Directory, SCCM, client patching and application deployment systems, Office365 & MDM.  
    • Assists with software deployment, maintaining client images and configuring systems and applications as needed via SCCM and other management tools.
    • Assists in move/add/change processes: configuring accounts and hardware for new users, maintaining computer equipment and inventory, and participating in disaster recovery rehearsals
    • On call responsibilities, include non-standard work hours, as this position will periodically be on call 7X24.


    Education, Knowledge and Experience

    • Bachelor’s degree or the appropriate combination of education and work experience
    • A+, Network+, MCP Certifications a plus
    • Minimum of 3 years’ experience providing end-user technical support in a highly, effective team as Tier 2 or above
    • Working knowledge and experience with Windows 7/8/10, laptops and workstations, managing Active Directory, Group Policy Management, DNS, DHCP, basic TCP/IP networking, remote access/VPN, Microsoft Office 2013/2016 support, endpoint protection.
    • Extensive experience maintaining and administering endpoints via client management systems (e.g., Altiris, SCCM, MDM) and experience with software deployment and patching.
    • Experience working with teams to resolve complex issues and problems.
    • Working knowledge of VOIP telephony systems and handsets



    • Demonstrate the ability to learn quickly and apply knowledge accordingly
    • Must be able to work multiple projects concurrently, shift priorities, and appropriately communicate as needed to meet business requirements and deadlines.
    • Excellent interpersonal skills; ability to communicate effectively with team members and other staff
    • Ability to provide quality, customer-centric technical support
    • Utmost reliability in ensuring network security and protecting confidential data
    • Excellent problem solving capabilities
    • Ability to handle difficult or sensitive situations with customers and other IT team members in a professional manner
    • Excellent time management and prioritization skills
    • Must demonstrate a positive work attitude and strong customer service skills


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.