Job Details
Associate, Desktop Support (Hybrid)
Overview of Information Technology
Information Technology (IT) at Pew takes a proactive approach toward the use of technology to increase the organization's capacity for exceptionally high-quality strategic philanthropy. Executive staff at Pew recognizes the importance of technology and supports related initiatives to advance the institution's goals and achieve and maintain a leadership position in the philanthropic community. IT is in a mode of continuous improvement, applying leading-edge technology to the pursuit of the goals of the institution.
The department comprises highly competent, forward-thinking professionals who are responsible for the technology needs of all Pew staff, as well as for Pew's subsidiaries in Philadelphia and Washington, D.C. IT is organized into distinct areas of responsibility, including strategic alignment of technology with the business, the evaluation and acquisition of software and hardware, implementation new systems and data repositories, and providing support for the extended network, desktop computer hardware, and software applications.
Position Overview
The Associate, Desktop Support is responsible for providing technical support to staff at all levels within Pew. The position is a member of the desktop support team within the Infrastructure Operations group, which manages all technology infrastructure, desktops and cyber security. The associate position requires specialized knowledge in desktop support, including Pew's desktop programs and operating systems and conversance with wireless technology and endpoint security as they related to remote and onsite troubleshooting the desktop user experience.
The Associate, Desktop Support has no direct management responsibility. But is expected to contribute to the mentoring and professional development of junior staff within the desktop support team.
The Associate reports to the Manager, Technology Support, based in Pew's Washington, DC office, and is eligible for hybrid work with at least 2 core days in the office.
Responsibilities
- Provide desktop and technical support to staff at all levels within Pew.
- Participation in on-call for IT-related needs beyond normal business hours where appropriate.
- Coordinate technical solutions across all IT units.
- Assist with Staff On-Boarding and Off-boardings.
- Serve as point of ownership for technical issues and tickets on the desktop support team for Tier 1 and Tier 2 support issues.
- Document changes to production desktop and hand-held devices, according to defined process.
- Provide exemplary customer service to the organization.
- Create knowledge articles and other documentation for both technical and non-technical users.
- Support relevant employee education and training.
- Other duties as assigned.
Requirements
- Generally, requires 1 year of experience; associate degree or equivalent experience in desktop support demonstrating technical enterprise environment. Two or more preferred.
- Demonstrated experience configuring, deploying and troubleshooting enterprise and personal desktop and laptop computers, personal productivity devices, and business applications.
- In-depth knowledge of Microsoft Windows 11 operating systems and their related remote access.
- Experience with Mac and iOS, including use of Intune and JAMF to connect device management server. Working knowledge of Android and other mobile operating systems is a plus.
- Familiarity with user management tools, including Active Directory, Exchange, SharePoint.
- Familiarity with Endpoint Management tools (eg. Microsoft Intune, JAMF etc.)
- Application-support expertise with Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Word, Excel and PowerPoint).
- Knowledgeable in the management of anti-virus applications, including understanding of best practices in user security.
- Able to work independently or in a team environment.
- Willingness to learn new technologies, problem solve, and excellent time management skills.
Preferred
Certifications:
- Computing Technology Industry Association (CompTIA) A+.
- Apple Certified Support Professional
- Computing Technology Industry Association (CompTIA) Security +
- Experience with Intune or similar endpoint management service.
- Working knowledge of TCP/IP networking fundamentals.
- Exposure to user administration in telephony systems.
- Exposure to incident and service request ticketing systems.
- Bachelor's degree preferred or relevant work experience.
Travel
This position may require occasional travel to Philadelphia.
Total Rewards
We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; and work/life benefits to maintain a good balance.
The Pew Charitable Trusts is an equal opportunity employer, committed to a diverse and inclusive workplace. Pew considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law.