Application and Technical Systems Specialist

Department/Program Summary:

The Technology & Office Services team supports organizational performance by providing secure reliable and effective technical solutions. The team oversees enterprise systems software lifecycle management integrations data quality hardware/software procurement help desk support and the protection of organizational data assets. Technology & Office Services works in close partnership with business units across the organization to identify needs streamline processes and enable innovative data-driven operations.

Job Summary:

The Application & Technical Systems Specialist provides high quality technical support and enterprise systems administration to The German Marshall Fund (GMF). This role delivers service excellence through timely effective technical solutions and supports the stability security and optimization of GMFs IT environment.

The position combines Tier 1 and Tier 2 technical support with responsibility for enterprise applications identity and access management CRM and database support and participation in IT projects. The Specialist applies strong technical knowledge of endpoints cloud services enterprise applications and modern collaboration tools while communicating clearly with colleagues to resolve issues and improve user experience in a fast paced international environment.

Essential Duties/Responsibilities:

• Provide Tier 1 and Tier 2 technical support for all GMF staff across devices applications and systems
• Serve as a backup administrator for GMFs enterprise applications including CRM ERP/finance grants management e-commerce marketing platforms collaboration tools and related systems
• Install configure deploy and maintain PCs peripherals mobile devices and enterprise software
• Manage user account creation modification and deactivation across enterprise systems (including Azure AD/Active Directory Exchange Office 365 and Hosted VoIP)
• Administer user access roles permissions and security controls across applications and platforms
• Support onboarding and offboarding processes including account provisioning orientation support and access changes
• Assist with CRM and database maintenance reporting queries electronic forms and data-related projects
• Monitor system health logs data quality and performance; perform routine maintenance and troubleshooting
• Support and maintain integrations between enterprise systems using APIs automation and standard connectors
• Provide audio/visual video conferencing and event support including coordination with external vendors for hybrid or live-streamed events
• Participate in IT projects and task management ensuring milestones are met and aligned with organizational goals
• Develop and maintain documentation including system guides configuration records workflows and user knowledge-base materials
• Deliver training and support to staff on enterprise applications tools and best practices
• Assist with mobile device management and endpoint monitoring
• Maintain hardware inventory and basic data center/environment monitoring in the DC office
• Support major conferences and high profile events as needed
• Assist in developing and maintaining IT policies procedures and standards
• Support Microsoft Office 365 administration and collaboration tools
• Provide after hours or on call support as required
• Perform additional duties as assigned

Internal/External Contacts

• Technology & Office Services team daily
• GMF staff daily as needed
• Vendors consultants and implementation partners as needed

Autonomy and Responsibility:

• Reports to the VP of Technology and Operations
• Works in conjunction and with the guidance of Technology & Office Services team
• May make technical recommendations but no final approval authority

Knowledge and Skills Needed:

• This position requires a minimum of 4 - 6 years of professional IT experience in an office environment or college equivalent along with a solid understanding of Microsoft products and printers
• Experience supporting an Enterprise environment- on-premise or cloud
• Experience administering Office 365 environment
• Excellent interpersonal communication skills and a strong commitment to customer service
• Demonstrated ability to interact with colleagues in a cross-cultural fast-paced environment
• Versatile ambitious and a strong desire to learn and take on new challenges
• Knowledge of Hosted VoIP systems is a plus
• Knowledge of Cyber Security is a plus
• Previous experience with Database Support is a plus
• Extreme attention to detail sense of urgency and a high level of customer service required
• May need to provide after-hours support
• May require international travel as needed

Education:

• Bachelors degree in Technology related field preferred
• CompTIA A / Net preferred

GMF is an Equal Opportunity Employer.

If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiry to