About Urban Institute:
At the Urban Institute, we believe in the power of evidence to improve lives and strengthen communities. As a nonprofit focusing on social and economic policy, our researchers and policy entrepreneurs open minds, shape decisions, and identify transformative solutions to the most pressing issues of our time.

Our Mission
To open minds, shape decisions, and offer solutions through economic and social policy research.

Our Values
Collaboration, Equity, Inclusivity, Independence, and Integrity. For more information on the Urban Institute, please visit https://www.urban.org.

The Opportunity:
The Office of Technology and Data Science temporary help desk technician will work with our Digital Workplace helpdesk team to provide internal support for Urban Institute staff. We support both PCs and MACs, printers, copiers, etc. The ideal candidate would be available to start in December and work through the end of January, with a possible extension through February. Work will be primarily on-site. Our core office hours are 8:30-5:00 PM, with some start and end times flexibility.

Tech and Data is a team of outstanding technology and data science professionals who provide Urban with solutions that employ state-of-the-art technologies and project/product management practices, including Lean, Agile, and Design Thinking.

What You’ll Do:

• Set up equipment to be used in shared/bookable office spaces.
• Assist with equipment setup after an office relocation to ensure smooth operation in the new space.
• Handle Tier 1 help desk escalations through tickets or phone
• Work with technicians to learn to resolve tickets; once you are ready, a technician will monitor your work until you are able to handle tickets independently.
• Follow up on outstanding requests and ensure timely resolution
• Keep staff informed of ticket progress if the resolution is more than 1 hour, and work with the senior technician to ensure procedures meet Urban standards
• Configure hardware as part of the onboarding process
• Learn how to image computers and make modifications to meet specific requests. Follow step-by-step procedures and notify senior technicians of any problems.
• Support live, remote, and hybrid events
• Assist in the set-up and use of equipment in the small conference rooms and huddle rooms
• Assist AV manager with running live, remote, and hybrid events in larger meeting spaces
• Manage and monitor internal assets to ensure accurate inventory records, assist with adding shared printers, and assist with minor maintenance on printers.
• Other duties may be added and/or assigned as needed

Who You Are:

The successful candidate will:

• Have a high school degree or higher
• 1-3 years of experience
• The successful candidate will have a mix of technical and customer service skills and be passionate about technology and helping people.
• Display strong organizational and communication skills
• Have excellent attention to detail and ability to work independently or as part of a team
• Take the initiative to suggest improvements or innovations on assigned tasks
• Communicate respectfully with individuals of differing backgrounds and experience

What You’ll Experience:

No matter your role with Urban, you will contribute to meaningful work that makes a difference for people and communities across the country. Whether you call the Washington, DC, area or elsewhere home, you can expect to be part of a welcoming and hybrid workplace. We are committed to cultivating a community and working in a manner defined by collaboration, equity, inclusivity, independence, and integrity.

Urban’s greatest asset is our people.

The Urban Institute is an equal opportunity employer and is committed to a diverse and inclusive workplace. All qualified candidates will receive consideration without regard to race, color, religion, national origin, gender or gender identity, age, marital status, personal appearance, sexual orientation, veteran status, pregnancy or family responsibilities, matriculation, disability, political affiliation, or any other protected status under applicable law. The Urban Institute is an Equal Opportunity/Affirmative Action Employer Minorities/Women/Disabilities/Veterans.

We are committed to equal employment opportunity and reasonable accommodations for applicants with physical and/or mental disabilities. If you have a physical and/or mental disability, are interested in applying for employment, and need special accommodations to use our website to apply for a position, please contact Human Resources at humanresources@urban.org. Reasonable accommodation requests are considered on a case-by-case basis.