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Jobs at New America

IT Help Desk/Desktop Support Engineer

Location: Washington, DC

Department: IT

Type: Full Time

Min. Experience: Mid Level

New America is a think tank and civic enterprise committed to renewing American politics, prosperity, and purpose in the Digital Age. We generate big ideas, bridge the gap between technology and policy, and curate broad public conversation. Structurally, we combine the best of a policy research institute, technology laboratory, public forum, media platform, and a venture capital fund for ideas. We are a distinctive community of thinkers, writers, researchers, technologists, and community activists who believe deeply in the possibility of American renewal.

The Information Technology (IT) team within New America is responsible for the operation and support of all IT systems.  The Helpdesk/Desktop Support Engineer plays a critical role by directly supporting all the staff, fellows, and partners of New America.  This position will have front line customer interface for all IT related issues.  You will help install, upgrade, and troubleshoot hardware and software requirements.  If you are computer-savvy and customer focused, we’d like to meet you.  

Responsibilities Include:

  • Addressing user tickets regarding hardware, software, and networking
  • Handling immediate need activities such as video conferencing setups, new employee onboarding configurations, and password resets
  • Asking targeted questions to diagnose problems.
  • Guiding users with simple step by step instructions.
  • Conducting remote troubleshooting.
  • Identifying trends in reoccurring tickets and focus on resolving globally.  Target automated or scripted fixes instead of manual one-offs.
  • Creating and maintain processes and documents pertaining to the managed workstation environment.
  • Assisting with improvements to the workstation base image.
  • Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA)
  • Current desktop images include XP, Win7, 8, 10 and MAC OS
     

Required Skills:
Must be experienced in:

  • Microsoft Windows 7, Windows 8, and Windows 10 desktops and laptops
  • Microsoft Office 2010, 2013, and 2016 suites
  • Microsoft Active Directory, Exchange Server and Windows Servers
  • Mac OSX installation and configuration as well as Office for Mac
  • Various printers, scanners, and copiers
  • Polycom video conferencing administration
  • Experience with Google Apps is a plus
  • Excellent customer service and communication skills 

How to Apply:

Please provide a resume and cover letter detailing how you meet or exceed the requirements for this position.

No phone calls or emails please.

 

New America is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization thereby creating a culture that allows us to better serve our clientele, our employees and our communities. We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits, and termination.

 

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