Desktop Support Engineer II

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Global Giving is a nonprofit that supports other nonprofits by connecting them to donors and companies. Since 2002, we've helped trusted, community-led organizations from Afghanistan to Zimbabwe (and hundreds of places in between) access the tools, training, and support they need to make our world a better place.

Primary Responsibilities

• IT Management and Support:
  Primary contact for all IT and computer support needs within our organization, including Windows, Mac, and Chromebook users.
• Manage requests and communicate status using our internal ticketing systems and Slack channels.

User Onboarding and Offboarding:

• Onboard and offboard users, including computer purchasing, set up, and wiping/reinstalling systems. In addition, create and configure accounts on a range of software and cloud systems so that users have access to the appropriate systems, including VMware Workspace One, Google Workspace, Salesforce, Bit Warden, Slack, Druva, and more.

Inventory Management:

• Oversee our IT inventory and organize IT-related equipment, including managing our IT storage room, conducting annual audits, and projecting future equipment needs.

Web Conference Support:

• Manage and support the audio and visual equipment in our office space, including smart boards, microphones, speakers, and webcams.
• Ensure that conference rooms are fully functional and ready to support collaboration with remote employees and guests.
• Provide IT and A/V support for recurring weekly staff meetings, quarterly board meetings, special events in our office, and our annual “All Hands” staff meeting.

Office Systems Administration:

• Provide in-office support at the Global Giving DC office once per week and as needed.
• Support the in-office WiFi and physical networks, printers, A/V equipment, etc.

IT Processes and Documentation:

• Help document and improve IT processes to help our organization grow, including leading user training sessions.

Helpdesk Lead:

• Responsible for overseeing all support tickets that come into the helpdesk, including ensuring good response time and end user satisfaction.
• Delegates work and oversees the day-to-day tasks of other helpdesk staff.
• In the course of doing the above tasks, look for ways to improve our existing systems and processes to enable our employees to be more productive and to reduce the number of support tickets for recurring issues.
• Research and identify new technologies, tools, or techniques that improve the efficiency of Global Giving’s operations.
• Help us know what we don’t know. We’ll send you to conferences and other professional development opportunities to assist.

Motivated Self:

• Superb self-management skills and ability to work in a fast-paced environment while bringing your own sense of humor, desire to change the world, and a passion for IT systems and user support.

Miscellaneous and Etcetera:

• Additional responsibilities as required to ensure the smooth and efficient operations of our organization.

Core Competencies & Experience with the following

• Google Workspace (including Gmail, Drive, and Calendar) -
• VMware Workspace One (or similar UEM)
• Crowd Strike Falcon
• Fortinet Switches
• Meraki Wireless APs
• Zoom
• Jira
• Microsoft Windows Server

Required Qualifications For our team to be a great fit for you, the following qualifications should resonate with you:

• 5+ years of experience providing help desk support for 100+ users
• Experience supporting remote users and teams
• Experience supporting audio and video conference technology
• Firewall and networking experience
• Experience performing basic software security auditing when evaluating new software Strong knowledge of Windows, macOS, and Chrome
  
  OS operating systems
• Experienced in improving processes
• Comfortable independently researching solutions to issues
• Decisive, energetic, and takes pride…