Department: HQ – Headquarters

Salary: $90,000

Location: Washington, DC

Position Summary and Key Responsibilities:

In this role, you’ll play a vital part in ensuring our researchers and staff have a seamless and secure PC experience. You’ll oversee the installation, management, maintenance, and optimization of Windows-based systems, ensuring their performance, reliability, and security.

• Endpoint Management: Install, update, and monitor Windows systems to keep them running optimally.
• Day-to-Day Support: Be the go-to resource for Windows-related support at your assigned location(s), ensuring users receive quick and effective assistance.
• Institution-Wide Escalation: Serve as a trusted escalation point for complex Windows support issues across the organization.
• Collaboration & Projects: Contribute your expertise to cross-functional project teams, assisting in the planning, testing, and roll-out of IT solutions. Provide expert support for research-based Windows needs (e.g.  lab instrument software; bespoke scientific software) working alongside Carnegie scientists.
• Performance & Security: Monitor endpoint systems, ensuring they are updated, secure, and delivering an outstanding user experience.

Essential Duties:

• Windows Systems Implementation & Support:
  Provide expert-level implementation, administration, and escalation support for Windows endpoint systems, leveraging tools such as Microsoft Intune or SCCM to optimize performance and reliability.
• Remote Software Deployment:
  Develop, test, and deploy remote installation packages to install, update, and patch endpoint software efficiently and securely.
• Collaboration on Security Standards:
  Partner with Enterprise Infrastructure and Security teams to ensure all systems meet baseline security standards, protecting the institution’s data and operations.
• Escalation Support:
  Act as a key escalation point for complex Windows and Microsoft support tickets, ensuring issues are resolved effectively and promptly.
• Multi-Level Help Desk Assistance:
  Support scientists and administrative staff with escalated multi-level Help Desk tickets across Windows and Mac systems. Provide effective remote troubleshooting and solutions when needed.
• Application Management:
  Acquire, install, and maintain desktop, scientific, and administrative applications to ensure researchers and staff have the tools they need to excel in their work. 
• Hardware Procurement & Maintenance:
  Procure, set up, and provide ongoing support for desktops, laptops, mobile devices, and peripheral equipment, including monitors, keyboards, and accessories.
• User Training & Support:
  Train and guide staff on effectively utilizing software, equipment, and IT systems to enhance productivity and user experience.
• Meeting Space & Hybrid Support: Provide backup support for Zoom meeting spaces, ensuring smooth presentation sharing and system operation. Assist with hybrid Zoom webinar events in a 100-seat auditorium, managing microphones, cameras, presentation sharing, recording, and presenter support.
• Documentation & Knowledge Sharing: Author clear, accessible, and user-friendly IT system documentation to empower staff and streamline IT processes.

Minimum Qualifications:

Experience & Expertise:

• 5+ years of experience in PC management, systems implementation, and administration.
• Hands-on experience with PC endpoint deployment tools, such as Microsoft Intune, SCCM, PDQ Deploy, KACE, WSUS, and MDT.

Technical Proficiency:

• Strong familiarity with Group Policy Objects (GPOs), BitLocker Encryption, and Windows image creation, hardening, and streamlining processes.
• Solid understanding of IP networking fundamentals and troubleshooting.

Hardware Knowledge:

• Proficient in supporting and maintaining desktop and mobile hardware systems.
• Skilled in managing printers and performing printer maintenance tasks.

Software & Tools:

• Experience with Google Apps for collaboration and productivity tools.

Preferred Qualifications:

• Academic or Research IT Experience:
  Prior experience supporting IT systems in an academic or research environment is a plus.
• Cross-Platform Expertise:
  Familiarity with Mac, Linux, Windows, iOS, and Android operating systems, demonstrating versatility across environments.
• Interest in Science:Education, background, or a genuine interest in science and research-driven work environments.

Knowledge/Skills/Abilities:

• Effective problem-solving and solution building skills
• Strong  verbal and written communication skills 
• Ability to efficiently manage their own workload 
• Motivation, technical, communication, and problem-solving skills 
• Initiative to investigate and independently troubleshoot novel problems

If you’re someone who thrives on problem-solving, enjoys collaborating with talented teams, and takes pride in delivering top-tier technical support, we’d love to hear from you!

Carnegie is an equal opportunity employer. All applicants will receive consideration of employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status or any other characteristics protected by law.