Senior Associate, Desktop Support (Hybrid)
The Senior 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 senior 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.
This hybrid position requires the team member to work onsite at 901 E NW in Washington, DC every Tuesday, Wednesday, and Thursday. Every fifth week, the team member is required to work onsite Monday through Friday. The Senior Associate reports to the Manager, Technology Support, and will be based in Pew’s Washington, DC office.
ResponsibilitiesThe position is responsible for the following:
- Provide Tier 2 desktop and technical support to staff at all levels within Pew to resolve increasingly complex issues.
- Act as the senior escalation point for unresolved desktop, laptop, and endpoint issues across Windows, macOS
- Provide superior customer service and technical support to priority customers such as Executives
- Be available “on-call” for IT-related needs occasionally outside regular business hours in case of emergencies.
- Diagnose and resolve complex technical problems, including OS-level issues, driver conflicts, and hardware failures. 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.
- Participate in IT projects such as OS migrations, endpoint security enhancements, and automation initiatives.
- Work closely with network, security, and engineering teams to resolve systemic issues
- Create and share knowledge articles and other documentation for both technical and non-technical users.
- Create technical documentation and knowledge base articles for Tier 1 support staff and Pew staff
- Other duties as assigned.
Preferred
- Superior customer service orientation, poise, and confidence.
- Generally requires 2-4 years of experience, and a bachelor’s degree or equivalent experience in desktop support.
- Strong proficiency in Teams, Zoom, Webex, Microsoft 365
- Strong interpersonal skills, builds and maintains strong cross-departmental relationships to support staff and clients at all levels, including senior executives.
- Experience with conferencing hardware such as Cisco, Neat, and Meeting Owls.
- 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 iOS, Android and other mobile operating systems (i.e., iPhones and iPads).
- Familiarity with user management tools, including Microsoft Intune, Exchange, TeamViewer, SharePoint, ServiceNow, File, Print, DHCP and DNS.
