4 days old

IT Support Technician

The Aspen Institute
Washington, DC 20037
  • Job Code

The Aspen Institute is a global nonprofit organization committed to realizing a free, just, and equitable society. Since its founding in 1949, the Institute has been driving change through dialogue, leadership, and action to help solve the most critical challenges facing communities in the United States and around the world. Headquartered in Washington, DC, the Institute has a campus in Aspen, Colorado, and an international network of partners.

Basic Function:

The IT Support Technician is responsible for delivering end-to-end support to Aspen Institute employees, visitors, and guests in accordance with Service Level Agreements and expectations for quality customer service.

Ensures all incidents and service requests are received, analyzed, resolved, and reported back within SLA timeframes. Performs hands-on technical assistance working towards incident resolution, leveraging independent research and problem-solving skills as well as the experience/expertise of team members when necessary. Serves as a source of knowledge for general inquiries, advising customers of policy/practice and referring them to proper non-technical service owners where appropriate; acts as the primary channel of staff communication/outreach for all technology support groups and participating corporate service groups. Writes, edits, updates, flags, reviews, and archives knowledgebase articles.

Additional responsibilities involve receipt, analysis, routing and processing of service requests to resolution, including new user account creation/termination, user/group access to applications and systems, and properly documenting all actions/steps taken to resolve the service request.

Secondary responsibilities include computer desktop and mobile device provisioning, configuration, and deployment as well as inventory and account management. Additionally, the position may be required to work on-call rotations during non-business hours and special projects, as needed.

Primary Mission Accountabilities:

All Aspen Institute employees are expected to embody the Institute's core mission, stated above. The primary aspects of the mission for which this position is held accountable are:

  • Develop and utilize innovative problem-solving techniques
  • Foster a culture of excellence in all aspects of his or her work
  • Treat all clients with respect.
  • Promote a collaborative, teamwork-oriented environment

Essential Duties and Responsibilities:

Incident Management / Customer Service (50%)

  • Troubleshoots and resolves technology (hardware, software, cloud/SaaS, network, audiovisual, cybersecurity, etc.) issues reported via phone, email, web, in-person, and other communication channels.
  • Installs and configures operating systems and core software components to integrate with enterprise infrastructure and applications, aligning with industry best practices as well as the needs of the organization.
  • Takes ownership of day-to-day tasks and ensures all tickets are compliant with policy/practice and completed against SLAs. Identifies when request modifications, alternate solutions, and/or escalation procedures are appropriate.
  • Welcomes new employees as part of the orientation team, assists employees transitioning positions, and helps departing employees returning/transferring devices, licenses, and data.
  • Identifies, prioritizes, tracks and reports on significant incidents (Outages, VIPs) to leadership teams and other internal technology groups in order to expedite resolution and enhance customer satisfaction.
  • Proactively learns and trains other staff members on new applications, operating procedures, and service technologies.
  • Develops Knowledge Base articles based on incident trends and customer needs and manages the lifecycle of generated knowledge to ensure accuracy/relevancy/completeness.

Service Requests and Access Management (25%)

  • Receives incoming service requests via all accepted communication channels.
  • Evaluates requests for compliance with policy/practice and operating procedures, working with customers to modify requests or identify alternatives where appropriate.
  • Processes requests and monitors/ensures that approval and fulfillment workflows are completed by both technical and non-technical personnel in a timely manner.
  • Participates in user account creation/termination and access management workflows, including hands-on manual configurations and oversight of automated routines, data ownership transfers, and data disposal.

Endpoint Device Technology Support (25%)

  • Deploys and retrieves hardware; installs and configures software; participates in inventory and asset management; manages mobile devices and phone accounts.
  • Participates in support for desktop and mobile device management systems including global system configuration and security, endpoint device enrollment and registration, configuration policy deployment and management, and system updates/changes.
  • Partners with the engineering team to constantly improve existing services based on user feedback and experience with the systems.
  • Supports all engineering and administration duties for desktop/mobile device management systems, including inventory/agent management and device enrollment, remote management/screen-share and device/app wiping, distribution of new configurations and updates/patches, application package building/deployment, data access management, scripting and automation.
  • Supports hardware inventory management including physical asset security, routine data entry, and reporting. Contributes to asset management policy and procedures, leading and supporting periodic reconciliation/audit cycles and ensuring that inventory data is accurate, consistent, and up-to-date.

Principal Interactions:

The IT Support Technician interacts routinely with all members of the ITS team, Aspen Institute staff, and visitors to the Institute as well as employees and guests of the Aspen Meadows Resort and attendees of festivals and other special events sponsored on the campus.

Knowledge, Education and Experience:

Bachelor's degree in Computer Science or related discipline, or equivalent experience. ITIL v3 and/or customer service certifications a plus. Experience working for non-profit organizations a plus.

At least two years' experience with entry-level Help Desk roles and responsibilities. Experience with ticketing and work management systems, commercial call centers and related customer support environments a plus.

Strong knowledge of current Microsoft, Apple, Android operating systems for both desktop and mobile platforms, as well as Microsoft Office desktop applications and the Office 365 cloud environment. Working knowledge of desktop/mobile conferencing applications. Familiarity with all applications within the supported technology portfolio, with depth of knowledge aligned with the applications' value to the business.

Experience working in various computer languages such as PowerShell, Bash, and Command Line highly desired but not required. Knowledge of basic device management via Azure Active Directory, Intune, and Jamf highly desirable.

Outstanding customer service and communication skills. Outstanding troubleshooting and problem-solving skills. Broad knowledge of technology industry news, emerging trends, current security threats; strong ability to apply that knowledge to customer support situations and act as a general knowledge resource. Excellent discipline/adherence to operating procedures and published knowledge base resources, as well as corporate and technology policy/practice.

Ability to function in a dynamic environment subject to changes in schedules and priorities. Ability to participate in multiple projects concurrently from inception to completion with limited management supervision. Excellent oral and written communication skills. Ability to interact positively and productively with teams across organizational lines. Strong customer service, troubleshooting and problem solving a must.

Physical Requirements & Work Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl in tight spaces. The employee must occasionally lift and/or move heavy packages and boxes (up to 50lbs).

This position will additionally require travel to the Institute's headquarters and remote campuses with extended durations up to two weeks.

Level of Authority:

No direct reports

The Aspen Institute is an Equal Opportunity Employer and complies with all District and federal laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran or disabled status and will not be discriminated against.

Candidate must have the ability to work under pressure and handle stress. Candidate must also have the ability to meet the regular attendance policy of the Aspen Institute.



Posted: 2021-02-22 Expires: 2021-03-25

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IT Support Technician

The Aspen Institute
Washington, DC 20037

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