Associate, Desktop Support

Location US-DC-Washington
Posted Date 2 months ago(6/23/2020 6:09 PM)
Job ID
2020-6316
Department
Information Technology
Company
The Pew Charitable Trusts

Overview

The Pew Charitable Trusts uses data to make a difference. For more than 70 years, we have focused on serving the public, invigorating civic life, conducting nonpartisan research, advancing effective public policies and practices, and achieving tangible results. Through rigorous inquiry and knowledge sharing, we inform and engage public-spirited citizens and organizations, linking diverse interests to pursue common cause. We are a dedicated team of researchers, communicators, advocates, subject matter experts, and professionals working on some of today’s big challenges – and we know we are more effective and creative collectively than we are individually. With Philadelphia as our hometown and the majority of our staff located in Washington, DC, our U.S. and international staff find working at Pew personally and professionally rewarding.


Wise stewardship of resources allows Pew employees to pursue work that strategically furthers our mission in significant and measurable ways. We collaborate with a diverse range of philanthropic partners, public and private organizations, and concerned citizens who share our interest in fact-based solutions and goal-driven initiatives to improve society. Pew attracts top talent, people of integrity who are service-oriented and willing to take on challenging assignments. We provide competitive pay and benefits, a healthy work-life balance, and a respectful and inclusive workplace. Pew employees are proud of their colleagues, proud of where they work, and proud of the institution’s reputation.

Information Technology
The Information Technology (IT) department at Pew takes a proactive approach toward the use of new technologies 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, the IT department 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 of 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, Desktop Support.

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.
  • 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.
  • 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.

Requirements


  • Associate's degree required, Bachelor's degree preferred.
  • Minimum of one year of 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 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 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).
  • Knowledgeable in the management of anti-virus applications, including understanding of best practices in user security.
  • 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.
Preferred
  • Certifications:
    • Microsoft Certified System Administrator (MCSA) for Windows 7 or 10.
    • Computing Technology Industry Association (CompTIA) A+.
    • Apple Certified Support Professional 
  • Experience with LANDesk or similar desktop management system.
  • Working knowledge of TCP/IP networking fundamentals.
  • Exposure to user administration in telephony systems.
  • Exposure to incident and service request ticketing systems.
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.

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