13 days old

Desktop Support

Washington, DC 20004
  • Job Code
  • Payrate
    $25 To $27

The Associate, Desktop Support is responsible for providing technical support to staff at levels The position is a member of the desktop support team within the Infrastructure Operations group, which manages all technology infrastructure, desktops and cyber security. The Associate requires specialized knowledge in desktop support, including Pew's desktop programs and operating systems and conversance with wireless technology and endpoint security as they related to remote and onsite troubleshooting the desktop user experience.

The Associate, Desktop Support has no direct management responsibility, but is expected to contribute to the mentoring and professional development of junior staff within the desktop support team. The Associate reports to the Manager, Desktop Support.


  • Provide desktop and technical support to staff at all levels within the Pew Research Center and Pew.
  • Participation in on-call for IT-related needs beyond normal business hours where appropriate.
  • Coordinate technical solutions across all IT units.
  • Serve as point of ownership for technical issues and tickets on the desktop support team for Tier 1 and Tier 2 support issues.
  • Document changes to production desktop and hand-held devices, according to defined process.
  • Provide exemplary customer service to the organization.
  • Create knowledge articles and other documentation for both technical and non-technical users.
  • Support relevant employee education and training.
  • Other duties as assigned.


  • Associate's degree required; Bachelor's degree preferred.
  • Minimum of one year or more experience in desktop support demonstrating increasing levels of responsibility and technical expertise in a corporate enterprise environment of 1000 end-users or greater.
  • Preferred technical requirements include: Microsoft Certified System Administrator (MCSA) for Windows 7, 8 or 10 and Computing Technology Industry Association (CompTIA) A+ certifications.
  • Experience with LANDesk or similar desktop management system.
  • Experience with Citrix XenApp, XenDesktop and XenMobile systems.
  • Working knowledge of TCP/IP networking fundamentals.
  • Exposure to user administration in telephony systems.
  • Demonstrated experience configuring, deploying and troubleshooting enterprise and personal desktop and laptop computers, personal productivity devices, and business applications.
  • In-depth knowledge of Microsoft Windows 7 and Windows 10 operating systems and their related remote access.
  • Knowledge of macOS (OS X) operating systems and related remote access.
  • Experience with iOS (i.e., iPhones and iPads) support. Working knowledge of Android and other mobile operating systems is a plus.
  • Familiarity with user management tools, including Active Directory, Exchange, SharePoint, File, Print, DHCP and DNS.
  • Application-support expertise with Microsoft Office 2010 and 2016 (Outlook, Word, Excel and PowerPoint) and SharePoint 2013.
  • Knowledgeable in the management of anti-virus applications, including understanding of best practices in user security.
  • Keen ability to identify, isolate, document and resolve technical problems.
  • Strong customer-service orientation and high level of enthusiasm. Able to build and maintain strong relationships. Confident and able to quickly establish credibility.
  • Strong verbal and written communication skills, with the ability to explain technical problems in layman's language.
  • Self-motivated and able to work independently as well as in a team environment, with the capacity to set priorities, organize time and identify resources for projects.


We offer a competitive salary and excellent benefits package.


Occasional travel required between offices. Minimal additional travel required to attend trainings, seminars or conferences.


  • Information Technology

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Desktop Support

Randstad Technologies
Washington, DC 20004

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