Associate, Desktop Support
1 week ago
- Provide on-site support to the Philadelphia staff members on Tuesday, Wednesday, and Thursday. Other weekdays may be required in the office. As much as possible these will be scheduled in advance.
- Provide desktop and technical support to staff at all levels within Pew.
- Participate in on-call for IT-related needs beyond normal business hours where appropriate.
- Assist with conference room tech set up and use.
- Assist with Staff On-Boarding and Off-boardings.
- Provide remote support to all Pew Trusts staff members in Washington D.C., Philadelphia, PA and international staff.
- Provide desktop and technical support to staff at all levels within Pew.
- Participate 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.
- Assist with Staff On-Boarding and Off-boardings.
- Create knowledge articles and other documentation for both technical and non-technical users.
- Support relevant employee education and training.
- Support conference center technology.
- Other duties as assigned.Requirements
- Generally, requires 1 year of experience; associate's degree or equivalent experience in desktop support demonstrating technical enterprise environment. Two or more preferred.
- Demonstrated experience configuring, deploying, and troubleshooting enterprise laptop computers, and business applications.
- In-depth knowledge of Microsoft Windows 11 operating systems and their related remote access.
- Familiarity with Endpoint Management tools (eg. Microsoft Intune, JAMF etc.)
- Familiarity with user management tools, including Azure Active Directory, Endpoint Management tools, DHCP and DNS.
- Application-support expertise with Microsoft 365 (Teams, SharePoint, Outlook, Word, Excel and PowerPoint).
- Knowledgeable in the management of anti-virus applications (such as Windows Defender), 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:
- Microsoft Certified System Administrator (MCSA).
- Computing Technology Industry Association (CompTIA) A+, Security+
- Apple Certified Support Professional
- Experience with Remote desktop or similar desktop management system.
- Working knowledge of TCP/IP networking fundamentals.
- Exposure to incident and service request ticketing systems (such as ServiceNow)
- Bachelor's degree preferred or relevant work experience.Travel
- This position may require occasional travel to Washington, D.C.Work Authorization:Candidates must be legally authorized to work in the country for which they are seeking employment without the need of a visa sponsorship.Salary Range$56,100 USD - $62,700 USDThe salary range represents a reasonable estimate of the annual salary based on Pew's commitment to provide equitable and market-competitive pay. The actual salary offered will take into consideration many factors including but not limited to job-related knowledge, skills and experience, internal pay equity, and business need.Total RewardsWe 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.
- Certifications:
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