About the Milken Institute
The Milken Institute is a globally minded, publicly supported, non-partisan, and nonprofit think tank headquartered in Santa Monica, with offices in Washington, DC, New York, London, Abu Dhabi, and Singapore. For the past three decades, the Milken Institute has served as a catalyst for practical, scalable solutions to global challenges by connecting human, financial, and educational resources to those who need them.
About the Position
We are seeking a skilled and customer-focused IT Helpdesk Specialist to join our team in Washington, DC, for a full-time position requiring 3 days of in-office work per week. This role involves providing both in-person and remote support to staff, with a focus on resolving technical issues, managing hardware and software support, and delivering exceptional service.
Responsibilities
- Provide frontline technical support to employees, resolving issues related to Microsoft 365, Zoom, Adobe, Slack, Tableau, Sophos, and other SaaS applications.
- Document troubleshooting steps and resolutions in Jira Service Management.
- Knowledge Base and infrastructure documentation.
- Manage new computer setups, ensuring all hardware and software are correctly configured and functional.
- Handle new hire onboarding, including account setups, software installations, and hardware provisioning.
- Perform IT offboarding tasks for employee terminations, including account deactivations and hardware retrieval.
- Troubleshoot and resolve hardware, software, and network-related issues for both in-person and remote employees.
- Interface frequently with executives and C-suite level staff, delivering high-quality, prompt support tailored to their needs.
- Maintain IT equipment inventory and perform regular updates and maintenance on workstations.
- Assist in IT projects as needed, including software upgrades and network improvements.
Requirements
- Proficiency in Microsoft 365 administration.
- Proven experience in IT Helpdesk or a similar technical support role.
- Excellent problem-solving skills and a proactive approach to troubleshooting.
- Ability to effectively communicate technical information to both technical and non-technical staff.
- Experience working with executives or C-suite level staff is highly preferred.
- Strong organizational skills and the ability to manage multiple priorities.
- Familiarity with hardware setups and deployment, network troubleshooting, and software deployment.
- Ability to work independently and collaborate with team members as needed.
- Must be available to work in the Washington, DC office three days a week.
Education & Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent work experience.
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus.
Working Conditions & Travel Requirements
This position will work in a professional office environment. This person may be required to travel occasionally to local venues to assist with events as needed.
Note
We are interested in qualified candidates who are eligible to work in the United States. Please note, we are not sponsoring visas at this time.
Our Culture
The Milken Institute is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, disability or status as a veteran.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan - 403b (5%)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity & Paternity)
- Short-Term & Long-Term Disability
- Flexible Spending Account (FSAs)
- Training & Development:
- LinkedIn Learning – over 15,000 self-guided classes offered.
- Mentor Program.
- Wellness Resources:
- Employee Assistance Program.
- CALM app membership.
