Help Desk Support Analyst
Provide Tier I & Tier II IT support in Washington DC office.
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Overview
Provide Tier I & Tier II IT support in Washington DC office.
You have:
- Bachelor’s degree in IT, Computer Science, engineering or relevant field required.
- Minimum of 2 years of relevant, full-time work experience in application support or help desk environment.
- Experience supporting Windows 10/11 in a corporate environment.
- Experience in supporting MS Outlook and O365 suite desktop/web apps.
- Must possess strong analytical and troubleshooting skills.
- Full fluency in English required.
- Existing work authorization required upon application submission; WRI cannot sponsor for visa work authorization.
About the Program:
WRI's Operations department strives to make all global offices fully capable and low risk, enhancing their operational capabilities, establishing sustainable growth through a bond of mutual respect, collaboration and sharing knowledge across the sisterhood of WRI offices. This is done by targeting upon standards of performance, measuring the efficiency and effectiveness for the sisterhood of offices.
Job Highlight:
You will report to Help Desk Analyst, Operations.
You will be based in Washington DC office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you.
What will you do:
Escalation Management (25% of time):
- Leverage Endpoint Manager/Autopilot
- Escalate priority support issues to senior staff and/ or corporate technology groups
- Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
- Maintain a positive working relationship with business lines and other departments
Networking & Troubleshooting (50% of time):
- Prioritize and schedule work as necessary to maintain department service level agreements
- Maintain and monitor department mailbox
- Update and maintain cases in a timely fashion
- PC hardware and software procurement
- Basic networking skills and troubleshooting
- Wireless and remote connectivity troubleshooting
- Works within a small or large systems team and contributes independently
- Understands roles and responsibilities within the team
Technical Documentation (25% of time):
- Writes clear and concise technical documents.
- Adheres to department policies and procedures
- Enhances team productivity by helping others
- Provides technical supervision on small projects
- Working well with both internal and external group teams
- Strong understanding of hybrid work environments (A/V meeting rooms)
- Provide hardware and software support for senior executives
What will you need:
- Education: You have a Bachelor’s degree in IT, Computer Science, engineering or relevant field
- Minimum of 2 years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment
- Endpoint/workstation experience – Dell preferred
- Experience in supporting Windows 10/11 in a corporate environment
- Experience in supporting MS Outlook
- Experience in supporting MS o365 suite desktop/web apps
- Experience in Azure/Endpoint Manager experience
- Must be team oriented and possess strong oral and written communication skills.
- Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
- Strong analytical and troubleshooting skills
- Certifications are a plus – Microsoft preferred
- Languages: Full fluency in English required
- Requirements: Existing work authorization is required where this position. WRI is unable to authorize visa work authorization
Potential Salary: Salary range is between 69,000 and 72,000 USD. Salary is commensurate with experience and other compensable factors.
How to Apply: Please submit a resume with cover letter by the date of February 21, 2024. You must apply through the WRI Careers portal to be considered.
What we offer:
- A competitive salary
- Access to the WRI global network with the opportunity to exchange with and learn from passionate colleagues working at the cutting edge of their fields across Asia, Africa, Europe, Latin America and the US
- The chance to have an impact and to develop your career within a mission driven organization with access to varied learning and training opportunities.
- A workplace that strives to put diversity and inclusion at the heart of our work
- The opportunity to join and get involved in different working groups and affinity groups to shape the future of WRI
- Commitment to hybrid working model with flexible working hours.
- Generous leave days that increase with tenure
About Us:
Founded in 1982, World Resources Institute (WRI) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity, and human well-being. We are working to address seven critical challenges that the world must overcome this decade to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean. WRI has a global staff of over 1,800 people with work spanning 60 countries. We have offices in Africa, Brazil, China, Europe, India, Indonesia, Mexico, Colombia and the United States, as well as a growing presence in other countries and regions.
The foundation of our work is delivering high-quality research, data, maps, and analysis to solve the world’s greatest environment and international development challenges and improve people’s lives. We work with leaders in government, business, and civil society to drive ambitious action and create change on the ground. Equally important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.
Our mission and values:
WRI’s mission is to move human society to live in ways that protect Earth’s environment and its capacity to provide for the needs and aspirations of current and future generations.
Our values are shared ideals that bind us together: Integrity, Innovation, Urgency, Independence and Respect.
Our culture:
WRI is committed to advancing gender and social equity for human well-being in our mission and applies this principle to our organizational and programmatic practices. We are committed to providing equal opportunities in employment; we embrace all diversity and encourage women, the LGBTQ+ community, persons with disabilities, Afro-descendants, and Indigenous people to apply. Recognizing our strong commitment to gender equality, WRI has also been awarded EDGE certification.
Our team in Human Resources carefully reviews all applications.
Potential interview questions
| Can you describe a time when you resolved a challenging technical issue? | This question assesses your problem-solving skills and resilience in difficult situations. | Provide a specific example that showcases your troubleshooting abilities and the steps you took to resolve the issue. |
| How do you prioritize tasks when you receive multiple support requests at once? | This question evaluates your time management and organizational skills. | Pro members can see the explanation. |
| Describe your experience working with a remote team or supporting remote users. | Pro members can see the explanation. | Pro members can see the explanation. |
| What steps do you take to ensure clear and concise technical documentation? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you handle difficult or frustrated users when providing support? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 2 years ago
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Updated 1 year ago
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Source:
wri.org
