World Resources Institute (WRI) Hiring for Help Desk Support Analyst II at Washington, DC  Full Time

This position will beoffice based in Washington DC office; WRI Global Office (US). Existing work authorization is required at the time of application submission. WRI is unable to sponsor any visa work sponsorship for this position.

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 across the WRI offices.

Job Highlight:

Reporting to the Senior Help Desk Analyst, you will provide Tier II and III level of support in a high-volume capacity, responding to calls as a member of a small team. The Global IT Team will support you.

What will you do:

Escalation Management (25% of time):

• Leverage Endpoint Manager/Autopilot
• LeverageAAD Endpoint Manager/Autopilot – streamline processes to maximize efficiency for internal IT staff
• Tier II/III Sharepoint administration/configuration – experience with managing site access for externals required
• Experience with Sharepoint storage management a plus
• Tier II/III Teams administration/configuration – experience with Microsoft international DIDs required
• Exchange message trace experience required
• 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):

• Write, clear and concise technical documents.
• Adheres to department policies and procedures
• Enhance team productivity by helping others
• Provide technical supervision on small projects
• Work well with both internal and external group teams
• Experience with hybrid work environments
• 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
• Experience: You have minimum of 3 years of relevant, full-time work experience supporting users in a remote/help desk environment. Certifications are a plus – Microsoft preferred
• You have minimum 2 years Azure endpoint/user administration
• You have minimum 1 year PowerShell scripting
• You have minimum 1 year IT ticketing system administration/configuration Manage Engine Endpoint Central and Service Desk Plus preferred Meraki experience is a plus Jamf – or similar – administration is a plus
• Experience in endpoint/workstation experience – Dell preferred
• Experience in support Windows 10/11 in a corporate environment
• Experience in support MS Outlook
• Must be team-oriented and have strong oral and written communication skills.
• Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
• Strong knowledge of Exchange admin portal
• Strong knowledge of SharePoint admin portal
• Strong analytical and troubleshooting skills
• 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 83,000 and 87,000 USD. Salary is commensurate with experience and other compensable factors.

How to Apply:Please submit a resume with cover letterby the dateof 21 December2023. Youmustapply through the WRI Careers portal to be considered.

What we offer:

• 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 drivenorganizationwith 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 researchorganizationthat 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 ourorganizationaland 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.Recognizingour strong commitment to gender equality, WRI has also been awarded EDGE certification.

Our team in Human Resources carefully reviews all applications.