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Help Desk Support Analyst - Washington, United States - World Resources Institute
Description
This position requires you to be in-person full-time in Washington DC WRI office.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 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/AutopilotEscalate priority support issues to senior staff and/ or corporate technology groupsCollect and forward all relevant information prior to escalation to allow senior staff to operate efficientlyMaintain a positive working relationship with business lines and other departmentsNetworking & Troubleshooting (50% of time): Prioritize and schedule work as necessary to maintain department service level agreementsMaintain and monitor department mailboxUpdate and maintain cases in a timely fashionPC hardware and software procurementBasic networking skills and troubleshootingWireless and remote connectivity troubleshootingWorks within a small or large systems team and contributes independentlyUnderstands roles and responsibilities within the teamTechnical Documentation (25% of time): Writes clear and concise technical documents.
Adheres to department policies and proceduresEnhances team productivity by helping othersProvides technical supervision on small projectsWorking well with both internal and external group teamsStrong understanding of hybrid work environments (A/V meeting rooms)Provide hardware and software support for senior executivesWhat will you need:
Education: You have a Bachelor's degree in IT, Computer Science, engineering or relevant fieldMinimum of 2 years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environmentEndpoint/workstation experience
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 USThe 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 workThe opportunity to join and get involved in different working groups and affinity groups to shape the future of WRICommitment to hybrid working model with flexible working hours.
Generous leave days that increase with tenureAbout 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.
