Desktop Support Administrator

Desktop Support Administrator

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.

The Information Technology Services department is a partner to all Programs and Departments at the Aspen Institute, responsible for delivering world-class service/support as well as digital and data solutions to meet the organization's mission and business needs.

About This Role

The Desktop Support Administrator is responsible for the engineering, operations and maintenance of end-user workstations, mobile devices, and other endpoint hardware/software required to support the Aspen Institute's mission, business objectives, and internal values. Reporting to the Director for Infrastructure & Operations, this position has a specific focus on related security systems administration, including endpoint detection and response, antimalware defense, vulnerability management, and endpoint device hardening. Additional responsibilities include support for workplace technologies including remote access, printing, and network audio/video systems.

Direct technical responsibilities include overall lifecycle management of Windows, Mac, iOS and Android operating systems, end-user device hardware, inventory/asset management, and related device management systems, endpoint device security and antivirus/antimalware protection, vulnerability scanning and patching. Secondary responsibilities include management of core end-user desktop/mobile software (MSOffice, Google Workspace, Chrome, Zoom, Slack, Adobe, etc), print queue management software and printer hardware, videoconferencing software and conference room hardware. Additional responsibilities include procurement, hardware device inventory and reconciliation routines, software/mobile app license enrollment/management, and wireless account administration as needed. This role will additionally take ownership of escalated/appropriate incident tickets and service requests and work with end-users and ITS staff for resolution/fulfillment. This position reports directly to the Director, Infrastructure & Operations. The salary range for this position is $90,000 - $100,000. In accordance with our Reimagining Work policy, the Desktop Support Administrator should be willing to be in-person with colleagues a minimum of 40% of the time while having the flexibility to work remotely for the balance.

This position will be expected to provide technology support for special events, festivals, and other activities. Additionally, the position will participate in on-call support rotations for non-business hours.

What You Will Do

Endpoint Administration (75%)

• Engineering, administration, and overall lifecycle management of end-user computers and mobile devices.
• Management of identity, security, access, configuration policies, updates, and app distribution for end-user workstations, mobile devices, or other endpoints.
• Administration and engineering of device management systems including Microsoft Intune, JAMF, Windows 365, Windows Autopilot, Microsoft Defender for Endpoint, and Azure Active Directory (Azure AD).
• Administration and engineering of endpoint security systems including Crowdstrike Falcon, Rapid7 Vulnerability Management and Detection & Response.
• Management of corporate mobile accounts. Service as primary contact for employee Bring-Your-Own-Device programs.
• Participation in IT Asset Management activities including inventory audits and reporting.
• Development of policy, technical standards, and procedures for both end-users and IT support colleagues.
• Participation in data protection, system performance and capacity analysis, system instrumentation/management, and change management activities.

Operations (25%)

• Completion of assigned incidents and service requests, ensuring that all are resolved promptly and efficiently with a high degree of customer satisfaction.
• Participation in Tier 3 support to the Help Desk, including training and mentoring as appropriate.
• Participation in problem management, identifying trends and coordinating prompt, efficient, and properly tested responses, drawing from resources across the department as needed.
• Participation in change management, submitting requests through the approval process and leading/participating/supporting the execution of approved changes.
• Participation in security activities including incident response, business continuity, and disaster recovery.
• Participation in on-call rotations to provide off-hours support of the Institute's systems.
• Participation in technical and related activities in support of special events and festivals.

What You Will Need To Thrive

• At least five years' experience with integrating and supporting Apple, Microsoft, and Android products in a heterogeneous enterprise environment, or the equivalent.
• In-depth knowledge of Windows, OS X, iOS, Android operating systems. Working knowledge of Microsoft Office desktop applications and the Microsoft 365 and Google Workspace cloud environments; Working knowledge of desktop/mobile communication applications including Zoom, Slack, and Microsoft Teams.
• Strong knowledge of Microsoft Intune, Windows 365, Windows Autopilot, Microsoft Defender for Endpoint, and Azure Active Directory (Azure AD), part of Microsoft Entra; Knowledge of JAMF Pro, JAMF Connect, and general Mac desktop support via shell scripting and command line.
• Strong knowledge of endpoint security systems including Crowdstrike Falcon and Rapid7 Insight Detection & Response.
• Outstanding customer service and communication skills.
• Curiosity and willingness to learn.
• Outstanding troubleshooting and problem-solving skills.
• Broad knowledge of technology industry news, emerging trends, current security threats; strong ability to apply that knowledge to business problems/opportunities and also 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.

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.

The Aspen Institute offers a generous benefits package including health, dental, vision, and prescription benefits, retirement benefits, and paid leave. 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. The Aspen Institute welcomes individuals with disabilities to participate in its programs, including the interview process. If you would like to request accommodations or have questions about accessibility, please email hrsupport@aspeninstitute.org or call 202-736-2127 in advance of your visit. Requests for ASL or CART services should be made at least two weeks in advance when possible. We will make every effort to fulfill requests, subject to availability.