Job Description

The Council on Foreign Relations is seeking a Senior Help Desk Technician to join a collaborative technology team. In this role, you will serve as a key resource for CFR staff, delivering tier 2 technical support across computer systems, software applications, mobile devices, and the Microsoft Teams Phone system. You will also play an integral part in supporting institutional meetings and functions, managing the physical relocation and connection of workstations and networking equipment, and overseeing the configuration and repair of computer and networking equipment.

This full-time position is based in CFR’s New York City or Washington D.C. office on a hybrid basis. CFR currently defines hybrid status as working at least three days a week onsite, with Tuesdays and Thursdays considered institutional anchor days where all staff are required to be onsite. This hybrid schedule is subject to change.

Essential Functions/Responsibilities

• Provide second-tier technical support and assistance to CFR staff.

• Diagnose and resolve technical issues reported by users. Provide guidance and support to users who require assistance with hardware, software, network, or other technology-related issues.

• Log and track support requests in the Fresh Service ticketing system. Maintain detailed records of user interactions, including the nature of the problem, steps taken to resolve it, and any solutions provided.

• Maintain and configure computer software and hardware systems. This includes installing and updating software applications, troubleshooting hardware malfunctions, performing routine maintenance tasks, and ensuring systems are up to date with the latest security patches.

• Collaborate with other IT professionals, such as network administrators, system administrators, and cybersecurity analysts, to help resolve complex issues.

• Maintain software and hardware asset inventory.

• Manage the relocation of computer equipment.

• Build on technical knowledge base through department sponsored training and reading of industry-related publications.

Minimum Qualifications

Experience

• At least 3 years of experience in a help desk or technical support role.

• Demonstrated experience supporting M365 applications, Microsoft Active Directory, and MacOS is required.

• Experience with mobile device management software (i.e Jamf and Intune)

• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, are a plus.

• BA in computer science, IT, or related field is preferred but not required.

• Demonstrated experience with help desk ticketing systems and remote support tools.

Related Skills & Other Requirements

• Excellent interpersonal and communication skills

• Customer-focused with a commitment to high-quality service.

• The ability to analyze and evaluate user-reported problems, identify patterns, and apply technical knowledge to develop effective solutions.

• Ability to work independently with proven ability to problem solve; strong critical thinking skills

• Exceptional organizational skills, along with strong follow-through and attention to detail

• A willingness and ability to learn and adapt to modern technologies, software applications, and industry trends. Keeping up with advancements through self-study, certifications, and training programs

• Ability to provide on-call help desk support at least one weekend per quarter

• Ability to lift and carry equipment up to 50 pounds in weight

Required Application Materials

Please submit a résumé.

Compensation and Benefits

• The full-time annual compensation range for this position is $70,000 – $85,000, depending on experience.
• In addition to competitive salaries, the Council on Foreign Relations offers a benefits package that is among the best offered by nonprofit institutions today, including an award-winning health and wellness program, an on-site fitness center, and generous leave policies and health insurance programs.

About CFR

The Council on Foreign Relations (CFR) is committed to fostering a foreign policy community in the United States that is more representative of American society, recognizing that diverse backgrounds and perspectives contribute to broader, more informed participation in the foreign policy debate and lead to an enhanced understanding of the world and the United States’ role therein. To that end, CFR is dedicated to continuing to advance diversity, equity, and inclusion throughout its work and workplace by building a more diverse membership and staff, producing and dispensing thoughtful analysis on a broad range of foreign policy issues, and developing relevant, wide-reaching programming that also serves to expand the foreign policy talent pipeline to underrepresented populations.