Global IT/Cloud Administrator

Information Technology · Washington DC, District of Columbia
Department Information Technology
Employment Type Regular Full-Time
Minimum Experience Mid-level

The Global IT/Cloud Administrator is the first point of contact for end-users to receive support and maintenance within the organization’s end-user computing environment. The role services our Washington DC office, our global operations, and our beneficiaries.


It is a dynamic role in a flexible environment that allows for a high level of learning. The Global IT/Cloud Administrator employs automation practices, spearheads challenging projects and also troubleshoots problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion.


The cloud-based systems provided by WfWI are used by our global staff in 10 different countries with varying infrastructure capabilities. The role is expected to work mostly out of our Washington, DC office.


Over the next ten years, our goal is to scale our impact to improve the lives of millions of the most marginalized women affected by war and conflict. Our vision is to create a world in which all women determine the course of their lives and reach their full potential.  

That is the power of women, for women.  Please visit us at womenforwomen.org to learn more about the impact of our work. 



DELIVERY


Strategy & Planning

  • Able to support a variety of users and devices at our DC office and remotely support users and devices globally in areas with limited infrastructure.
  • Evaluate resolutions and trends for ways to prevent recurring issues, and alert management to emerging trends in incidents.
  • Maintain a sufficient level of expertise with the organization’s current Microsoft collaboration platform.
  • Direct and coordinate staff efforts to formulate department-specific disaster recovery plans.
  • Convey vision and goals of improving services to staff and management and manages related budgets and expenses.
  • Manage the design and development of a continual improvement helpdesk and infrastructure program.
  • Conduct and review annual diagnostics, including PCI compliance, security, and end-user feedback.

 

Acquisition & Deployment

  • Evaluate and recommend products and handle purchasing.
  • Perform device deployments, pre-packaged software using distribution tools, and other software releases and rollouts according to change management best practices.
  • Interact and negotiate with vendors, outsourcers, and contractors to obtain cost-effective services and products.

 

Operational Management

  • Provide first contact support of incoming requests to the service desk via a web portal, chat, email, and telephone to ensure courteous, timely, and effective resolution of end-user requests.
  • Onboard and train staff on IT systems in a cloud-managed Windows environment within Microsoft 365.
  • Perform onsite analysis, diagnosis, and resolution of complex computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
  • Record, ship and manage equipment sent to users and repair depots for equipment under warranty or service contracts.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software to deliver deskside service levels.
  • Answer to and perform device and user moves, adds, and changes requests as they are submitted by other managers.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
  • Develop and maintain an inventory of all licenses, hardware, software, and services as needed.
  • Ensure that company equipment, systems, services, and facility are compliant with disaster recovery plans and procedures.
  • Continually conduct simulations and test runs of system disruptions in order to revise and perfect plans.
  • Act as an escalation point for advanced or difficult help requests from other members of the Global IT team.

 

All our employees are required to adhere to WfWI’s Code of Conduct and Safeguarding policies and to our organizational values: Empowerment, Integrity, Respect, Resilience.


Skills and Qualifications

Required

Knowledge & Experience

  • Bachelor’s degree with a minimum of 4 years working experience OR equivalent combination of degree, experience, certification, and training
  • Proven strong background in IT Services with an emphasis on service desk management.
  • Working knowledge of Microsoft 365 or similar platform needed to provide, manage, monitor, and decommission cloud services.
  • Experience in project management environment and workflow automation.
  • Hands-on hardware troubleshooting experience.
  • Excellent technical knowledge of hardware, including computers, MFPs, enterprise network equipment, and laptop internal components, including replacement of keyboards, monitors, ram, and hard drives.
  • Extensive enterprise equipment support experience with HP, Lenovo, Apple, or Dell.
  • Working technical knowledge of in-house network, server, and platform operating systems, including Windows 10, macOS, iOS, Android, Meraki, Microsoft 365, and other enterprise cloud services.
  • Working technical knowledge of current protocols, operating systems, and standards, including PowerShell scripting, SAML SSO, Json, VPNs, Office 365, Azure AD services, and Hyper-v (including installation and troubleshooting).
  • Able to read and comprehend technical manuals, procedural documentation, and OEM guides.
  • Broad hands-on knowledge of disaster recovery planning and other industry-standard techniques and practices.
  • Public cloud operations in Azure and AWS services, including managing resource consumption.
  • Storage and archiving in the cloud.
  • Security, identity, and access management: IAM in the cloud.
  • Strong appreciation of business processes, with a flair for business administration and human capital management.
  • Knowledge of applicable data privacy practices and laws.


Personal Attributes

  • Effective stakeholder management and relationship-building skills.
  • Highly self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to conduct effective research into issues and products.
  • Creativity and willingness to find cost-effective pragmatic solutions.
  • Strong written and oral communication skills with the ability to present ideas in user-friendly language.
  • Appreciation of the organization’s goals and objectives.
  • Logical and problem-solving abilities, with keen attention to detail.
  • Experience working in a team-oriented, collaborative environment.
  • Strong customer-service orientation.

 

Work Conditions

  • Ability to have a flexible work schedule - regular work schedule will be 7 am to 3 pm, Monday through Friday. Given the nature of the role and the work of the organization, may need, from time to time, to be available during non-regular hours which may include early mornings, evenings, and weekends. May be required to occasionally work beyond normally scheduled hours.
  • On-site presence to handle user needs.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand, and power tools, and to handle other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.


*This job description may be modified from time to time in the discretion of WfWI.




 

Thank You

Your application was submitted successfully.

  • Location
    Washington DC, District of Columbia
  • Department
    Information Technology
  • Employment Type
    Regular Full-Time
  • Minimum Experience
    Mid-level