Associate, Desktop Support

1 week ago

Philadelphia PA United States The Pew Charitable Trusts Full time
Associate, Desktop Support (Hybrid)Overview of Information TechnologyInformation 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 OverviewThe Associate, Desktop Support is responsible for providing on-site technical support to the Philadelphia staff during core days (Tuesday, Wednesday, Thursday) and remote technical support to staff at all levels within Pew. The position is a member of the desktop support team within the Governance, Project Delivery and User Experience department, which manages all technology projects, tool adoption, training, and desktop support. 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, and is based in Pew's Philadelphia office. This position is eligible for hybrid work with a minimum of 2 core days in office.Responsibilities
  • 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.

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