Desktop Support Specialist

Position Purpose

Provides computing support to administrative staff and researchers in the use of NBER hardware, software, electronic resources, and accounts. The desktop support specialist specializes in the support of Windows computers, AV equipment used in conference spaces, and productivity software. Provides essential account administration for staff and researchers, including account onboarding/offboarding, password resets, and 2FA support. Contributes to the work of a small, close-knit team in providing support to the organization’s use of technology resources.

Essential Duties and Responsibilities

The following represents a list of essentialduties and responsibilities; other duties may be assigned asrequired.

• Provides computing support to staff and researchers on a range of technologies, with a focus on problem resolution related to operating systems, hardware, peripherals, audiovisual equipment, printing, and software such as web browsers, local email clients, remote desktop tools, Microsoft Office, Google Workspace apps, Zoom, Adobe Acrobat, VPN, 2FA, CrowdStrike, and access to electronic resources.
• Serves as the primary account administrator and lead technician for our service ticketing system.
• Develops, configures, and maintains customized Windows operating system images and software solutions for staff and researchers, leveraging Active Directory security policies and standards appropriate to protect organizational data, including encryption and anti-malware/ransomware protection.
• Participates in the testing and documentation of software in support of evolving IT initiatives.
• Maintains various inventory tracking databases and participates in equipment ordering in collaboration with the Director.
• Collaborates with the Director, system administrators, and our Windows Server consultant to troubleshoot problems affecting NBER users and plan upgrades that impact the user experience.
• Communicates complex technical directions verbally and in written communications to a wide variety of audiences.
• Maintains confidentiality and discretion when working with passworded or sensitive materials. Displays high standards of ethical conduct.
• This position requires regular presence on-site at the NBER offices.

Other Duties

• Installs workstations
• Maintains Conference laptops and loaner equipment to staff
• Supports A/V equipment in conference rooms.

Minimum Required Technical Skills and Qualifications

• In-depth knowledge of modern operating systems, especially Windows 10/11 and PC hardware. Knowledge of macOS and Linux a plus.
• Familiarity with Active Directory and network protocols.
• Experience supporting security solutions (e.g. anti-virus, encryption, etc.)
• Experience reimaging computers.
  • Evidence of repeatedly learning and applying new technologies.
• Ability to be flexible based on the developing needs.
• Excellent verbal and written communication.
• Knowledge of scripting languages preferred.

Education/Certifications/Licensure

• Associates degree, or 1-3 years equivalent experience in an information technology related field preferred.

Language Skills

• Ability to read, analyze and interpret documents
• Ability to effectively present information and respond to questions
• Strong problem resolution and analysis skills
• Able to adapt easily and multitask
• Attention to detail and accuracy a must

Physical Demands

The physical demands and environmental factors 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. While performing the duties of this job, the employee will handle office equipment and frequently communicates with others. The work requires moderate to frequent physical exertion, including lifting or moving objects (up to 50 lbs.) such as audio/visual or other conference equipment, and occasionally ascending and descending stairs. The work requires someone to sit for long periods of time and will use repetitive wrist and hand motions involved in sorting and handling documents and operating a computer and telephone. The employee is regularly required to reach with hands and arms, and move bodily positions to maintain computers and equipment, including under desks, server closets, and/or conference venues. Specific vision abilities required of this job include close vision and distance vision, as an employee will have close visual contact with a computer monitor constantly. The noise level in the work environment is usually low to moderate.