Help Desk Administrator

Help Desk Administrator

IT Department

The Carnegie Endowment for International Peace, a unique global network of policy research centers, is seeking a creative, energetic, and detail-oriented Help Desk Administrator to work on our Washington, DC Center IT Team.

The Help Desk Administrator will be responsible for responding to and diagnosing IT problems through a ticketing system; providing IT support to end users on a variety of issues including basic tier 1 issues and slightly more complex tier 2 issues; assisting users in a windows and Office 365 environment; fixing computer, cellphone, tablet, and phone/VOIP issues by working with users, other IT staff, and vendors; ensuring IT problems are remedied for users quickly; identifying, researching, and resolving technical problems; responding to emails, telephone calls, and in person requests for technical support; documenting, tracking, and monitoring problems to ensure a timely resolution; simulating or re-creating user problems to resolve difficulties; recommending system modifications to reduce user problems; troubleshooting systematic IT issues through recognition, research, isolation, and resolution, and follow-up; onboarding new users into IT systems and tools; training new users as part of the onboarding process; account creation, maintenance, and removal in several systems including but not limited to Active Directory/Office 365, Ring Central, cybersecurity training, and zoom.

The position requires at least 2 to 4 years of relevant help desk experience and 1 to 2 years of related education. A bachelor's degree is preferred but not required. Education or certifications can substitute for experience. This position requires the ability to lift 50+ lbs. IT certifications from organizations like Microsoft, Cisco, CompTIA are desired.

The ideal candidate will possess experience installing and troubleshooting PC and Mac hardware and software; excellent knowledge of Microsoft Active Directory and Entra ID as it relates to maintaining user accounts, and profile management; Hands on experience administering Microsoft 365, multi-factor authentication, and identity management solutions; Extensive trouble shooting of the MS Office suite of products; and strong knowledge of mobile computing devices, peripheral equipment, networking principles, and Windows-based operating platforms. The ideal candidate will also possess excellent customer service skills, written and oral communication skills, and the ability to communicate effectively on technical issues to non-technical staff. Also essential are strong organization skills, an unquenchable curiosity to learn, a knack for troubleshooting to find the best long-term solutions to new problems, and the ability to perform work either independently or as part of a team, and the ability to prioritize work and meet deadlines.

Located in Dupont Circle, we offer an outstanding work environment and generous benefits. Position requires being onsite Monday - Thursday, with the flexibility to work remotely on Fridays. The expected salary range for this position is $60,000 to $65,000. Please apply via the Carnegie Endowment website.

Equal Employment Opportunity