• Senior Associate, Executive Technology Support

    Location US-DC-Washington
    Posted Date 1 month ago(10/15/2018 7:20 PM)
    Job ID
    Information Technology
    The Pew Charitable Trusts
  • Overview

    The Pew Charitable Trusts is driven by the power of knowledge to solve today’s most challenging problems. Pew applies a rigorous, analytical approach to improve public policy, inform the public and invigorate civic life.


    We are an independent nonprofit organization – the sole beneficiary of seven individual trusts established between 1948 and 1979 by two sons and two daughters of Sun Oil Company founder Joseph N. Pew and his wife, Mary Anderson Pew.


    Our work lays the foundation for effective policy solutions by informing and engaging citizens, linking diverse interests to pursue common cause and insisting on tangible results. Our projects encourage efficient, responsive governments – at the local, state, national and international levels – serving the public interests.


    With offices in Philadelphia, Washington, DC, Australia, Brussels and London, and with additional staff in other regions of the United States and around the globe, Pew provides an exciting learning environment and the opportunity to work with highly talented individuals. We are a dynamic, rapidly evolving organization that values creativity and innovative thinking and fosters strong teamwork with mutual respect.


    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. As a result, 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, including 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 Senior Associate, Executive Technology Support is a desktop expert responsible for providing technical support to the executive leadership team at Pew. The position is a senior member of the desktop support team within the Infrastructure Operations group, which manages all technology infrastructure, desktops, and cyber security. The senior associate position requires extensive specialized knowledge in desktop support, including Pew’s desktop programs and operating systems. conversance with wireless technology and endpoint security is also required as they relate to remote and onsite troubleshooting the desktop user experience.


    The Senior Associate, Executive Technology 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 senior associate reports to the Senior Manager, Desktop Support.


    • Provide desktop and technical support to Pew’s senior executives, including the CEO, , Senior Vice Presidents and other high-profile VIP staff. This includes standing on-call for IT-related needs beyond normal business hours when appropriate.
    • Coordinate technical solutions across all IT units and executive users.
    • Serve as point of technical expertise and the highest levels of escalation 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, review, and publish knowledge articles and other documentation for both technical and non-technical users.
    • Create, review, and publish standard operating procedures for Desktop Support Services.
    • Review institutional purchases to be in line with standards.
    • Maintain Desktop Support standards intranet page.
    • Create request and incident templates in IT Service Management system.
    • Perform follow up on completed tickets and requests.
    • Support relevant employee education and training.
    • Provide mentoring, guidance and education to junior staff. Provide feedback on junior staff, and work with the manager to ensure their appropriate professional development.
    • Other duties as assigned.


    • 4+ years’ experience in desktop support demonstrating increasing levels of responsibility and technical expertise in a corporate enterprise environment of 1000 end-users or greater. Bachelor’s degree required.
    • 3+ years’ experience with executive / VIP support.
    • 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 7 and Windows 10 operating systems and their related remote access.
    • Experience with iOS (i.e., iPhones and iPads), including use of Microsoft Active Sync to connect Apple devices to Exchange server. Working knowledge of Android and other mobile operating systems is a plus.
    • Familiarity with Microsoft server technologies and their associated user management tools, including Active Directory, Exchange, SharePoint, File, Print, DHCP, and DNS.
    • Application-support expertise with Microsoft Office 2010 and 2016 (Outlook, Word, Excel, and PowerPoint) and SharePoint 2013.
    • Knowledgeable in the management of anti-virus applications, including understanding of best practices in user security as they pertain to network resources and externally hosted applications.
    • Knowledgeable in desktop support and ITIL foundations.
    • Keen ability to identify, isolate, and resolve technical problems.
    • Strong customer-service orientation and high level of enthusiasm. Able to build and maintain strong relationships. Confident and able to quickly establish credibility.
    • Strong verbal and written communication skills, with the ability to explain technical problems in layman’s language.
    • Self-motivated and able to work independently as well as in a team environment, with the capacity to set priorities, organize time, and identify resources for projects.


    • Certifications:

          o Microsoft Certified System Administrator (MCSA) for Windows 7 or 8
          o Computing Technology Industry Association (CompTIA) A+
    • Experience with LANDesk or similar desktop management system.
    • Experience with Citrix XenApp, XenDesktop and XenMobile systems.
    • Working knowledge of TCP/IP networking fundamentals.
    • Exposure to user administration in telephony systems.
    • Exposure to incident and service request ticketing systems.


    Occasional travel required between Pew’s offices. Minimal additional travel required to attend trainings, seminars or conferences.


    Compensation and Benefits

    As this is a full-time position, 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 help you 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.


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