Careers at the Aspen Institute
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Aspen Institute employees come from a wide range of backgrounds and possess a unique blend of education, skill, and policy experience. We recognize that our people are our vital resource and we value their knowledge, enthusiasm, and commitment. At the Aspen Institute we offer competitive salaries and a wide variety of benefits to our employees and their families.

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today.


Senior IT Support Technician

Department: ITS
Location: Aspen, CO
Salary: $75,000 - $90,000 per year

The Aspen Institute

The Aspen Institute is a global nonprofit organization committed to realizing a free, just, and equitable society. Since its founding in 1949, the Institute has been driving change through dialogue, leadership, and action to help solve the most critical challenges facing communities in the United States and around the world. Headquartered in Washington, DC, the Institute has a campus in Aspen, Colorado, and an international network of partners.

Commitment to Diversity, Equity & Inclusion

To achieve our mission of a more free, just, and equitable society, we commit to working proactively to advance the principles of diversity, equity, and inclusion across our myriad endeavors such as the recruitment, compensation, training, and advancement of staff. The best people-serving institutions make this commitment, and we seek to be a leader in the ways that we do so and learn from others. Visit our website to learn more about our commitment and recent actions taken toward building and nurturing a diverse and inclusive environment.

Information Technology Services at Aspen Meadows Campus

The ITS Department supports all Aspen Meadows Campus technology services for Aspen Institute employees, attendees of Institute festivals or special events, and visitors to its various public facilities.  The Department also works closely with operations, technology, and building engineering counterparts who manage the campus’ 98-room hotel, ensuring both the availability and performance of shared services as well as the secure segmentation of each organization’s business-specific workloads. 

Beyond the Aspen Meadows Campus, the ITS Department’s overall mission is to drive “cloud-first” digital transformation services for both employees and guests, implement sustainable lifecycles for infrastructure and security solutions, and provide outstanding customer service and business partnerships.  The Department is organized in teams focused on application support, infrastructure & operations, and helpdesk services with additional subject matter experts in engineering and cybersecurity.  Teams work independently or in collaboration to resolve everyday user incidents, plan and execute routine operational maintenance, and design/build technical solutions to empower the Institute’s mission and business.

Basic Function: 

The Senior IT Support Technician is responsible for delivering end-to-end support to Aspen Institute and Aspen Meadows Resort employees, event attendees, and guests in accordance with Service Level Agreements and expectations for quality customer service.

Reporting to the Manager, IT Services, this position has a specific focus on the support of users, devices, and other systems operating at the Aspen Meadows Campus and other local facilities used by the Institute.  She/he/they will participate in all broader HelpDesk and ITS team meetings/activities and provide remote support to all other Institute users as needed.  Local and Institute-wide support responsibilities include laptop/mobile hardware purchasing, asset management, configuration/deployment, and break/fix incidents utilizing the Institute’s various systems for device and app management, updates/patching, remote access, etc.  Additional responsibilities in this area include support for user connectivity to printing, network and wireless, telephony, and room-based audiovisual conferencing systems.

The position participates in a reserve/backup capacity to support the Aspen Meadows Campus’ network and wireless switches/routers/controllers, telephone systems, enterprise-level audiovisual systems, and datacenter/MDF/IDF administration.  In this regard, she/he/they will take direction and receive support from both on-site system engineering colleagues as well as the teams based at the Institute’s Washington DC headquarters.

The position also participates in a reserve/backup capacity to support the technologies used by employees and guests of the Aspen Meadows Resort, including wireless networking and Internet access, digital entertainment and mobile screencasting, telephony, and integrations with Property Management Systems, Point-of-Sale, and other hospitality/retail systems.  Regular coordination with both local and remote support teams assigned to the Resort will be required as part of this responsibility.

She/he/they will be expected to provide support for special events, festivals, and other activities occurring on the property.  Additionally, the position will participate in on-call support rotations for non-business hours.

Primary Mission Accountabilities:

All Aspen Institute employees are expected to embody the Institute’s core mission, stated above.  The primary aspects of the mission for which this position is held accountable are:

  • Develop and utilize innovative problem-solving techniques

  • Foster a culture of excellence in all aspects of her/his/their work

  • Treat all clients with respect.

  • Promote a collaborative, teamwork-oriented environment

Essential Duties and Responsibilities:

Incident Management / Customer Service (30%)

  • Troubleshoots and resolves technology (hardware, software, cloud/SaaS, network, audiovisual, cybersecurity, etc.) issues reported via phone, email, web, in-person, and other communication channels. 

  • Installs and configures operating systems and core software components to integrate with enterprise infrastructure and applications, aligning with industry best practices as well as the needs of the organization.

  • Takes ownership of day-to-day tasks and ensures all tickets are compliant with policy/practice and completed against SLAs. Identifies when request modifications, alternate solutions, and/or escalation procedures are appropriate.  

  • Welcomes new employees as part of the orientation team, assists employees transitioning positions, and helps departing employees returning/transferring devices, licenses, and data.

  • Identifies, prioritizes, tracks and reports on significant incidents (Outages, VIPs) to leadership teams and other internal technology groups in order to expedite resolution and enhance customer satisfaction.  

  • Proactively learns and trains other staff members on new applications, operating procedures, and service technologies.

  • Develops Knowledge Base articles based on incident trends and customer needs and manages the lifecycle of generated knowledge to ensure accuracy/relevance/completeness. 

Endpoint Device Technology Support (30%)

  • Deploys and retrieves hardware; installs and configures software; participates in inventory and asset management; manages mobile devices and phone accounts.

  • Participates in support for desktop and mobile device management systems including global system configuration and security, endpoint device enrollment and registration, configuration policy deployment and management, and system updates/changes.

  • Partners with the engineering team to constantly improve existing services based on user feedback and experience with the systems. 

  • Supports all engineering and administration duties for desktop/mobile device management systems, including inventory/agent management and device enrollment, remote management/screen-share and device/app wiping, distribution of new configurations and updates/patches, application package building/deployment, data access management, scripting and automation.

  • Supports hardware inventory management including physical asset security, routine data entry, and reporting. Contributes to asset management policy and procedures, leading and supporting periodic reconciliation/audit cycles and ensuring that inventory data is accurate, consistent, and up-to-date.

Operations (30%)

  • Supports technology services for special events and festivals, including audiovisual integration, videoconferencing, retail technology and security, wifi and cellular services to guests.

  • Supports campus technology duties, including guest-facing digital services, with Aspen Meadows Resort management and operations teams. 

  • Supports general/basic troubleshooting and administration of wired/wireless networks and supporting systems, on-premise and cloud-based telephone systems, digital hospitality services, building automation systems, security and environmental monitoring, and other IoT.

  • Assists technology and building engineering teams on general support for the Aspen Meadows Campus and other Institute properties, including campus cable plant/wiring, MDF/IDF, electrical and environmental control, security monitoring, telecommunications/Internet, wired/wireless networks, IoT, printing, audiovisual integration, and user/endpoint connectivity.

  • Monitors trends and emerging technologies related to digital hospitality services, audiovisual systems and conferencing services, and other opportunities for driving innovation in support of Institute festivals and Resort guests.

  • Participates in security activities including incident response, business continuity, and disaster recovery.

Service Requests and Access Management (10%)

  • Receives incoming service requests via all accepted communication channels.  

  • Evaluates requests for compliance with policy/practice and operating procedures, working with customers to modify requests or identify alternatives where appropriate.  

  • Processes requests and monitors/ensures that approval and fulfillment workflows are completed by both technical and non-technical personnel in a timely manner.

  • Participates in user account creation/termination and access management workflows, including hands-on manual configurations and oversight of automated routines, data ownership transfers, and data disposal. 

Principal Interactions:

The Senior IT Support Technician interacts routinely with all members of the ITS team, Aspen Institute staff, and visitors to the Institute.  She/he/they work closely with Aspen Meadows Campus management, audiovisual services, and hotel operations teams.   Support for special events and festivals will require coordination with outside audiovisual and media broadcast teams, service providers, and other support teams.

Knowledge, Education and Experience:

Bachelor’s or other advanced degrees in Computer Science or related discipline, or equivalent experience.  Proven collaboration and teamwork skills, with an emphasis on sharing knowledge to improve expertise across the group.  Strong organizational skills and attention to detail.  Experience working in the non-profit or hospitality industries a plus.  ITIL v3/v4 certification a plus.

At least five years’ experience with Help Desk roles and responsibilities.  Experience with ticketing and work management systems, commercial call centers and related customer support environments a plus.  At least three years’ experience with deploying and supporting laptop/desktop/mobile hardware, as well as maintaining inventory and asset management processes.

Strong knowledge of current Microsoft, Apple, Android operating systems for both desktop and mobile platforms, as well as Microsoft Office desktop applications and the Office 365 cloud environment.   Working knowledge of desktop/mobile collaboration and conferencing applications, including GSuite, Slack, and Zoom.  Ability to become familiar with all applications within the Institute’s supported technology portfolio, with depth of knowledge aligned with the applications’ value to the business.

Experience working in various computer languages such as PowerShell, Bash, and Command Line highly desired but not required. Knowledge of device management via Azure Active Directory, Intune, and Jamf highly desirable.

Experience with supporting room-based audiovisual conferencing systems including Zoom Rooms and Crestron integrations.  Experience with supporting direct and networked printers/multi-function devices, including working with manufacturer hardware support for repairs/replacements, etc.  Experience with telephone handset adds/moves/changes and basic telephony troubleshooting.

Knowledge/experience with local area networks, TCP/IP, DHCP, DNS. Knowledge/experience with wireless networks, particularly endpoint device connectivity and security.  Experience with Cisco IOS CLI and switch/router administration a plus.

Desired knowledge/experience includes hospitality technologies such as Opera PMS, Simphony POS, Guest-Tek, Nuvola, Ivvy, EZ Facility.  

Ability to function in a dynamic environment subject to changes in schedules and priorities. Ability to participate in multiple projects concurrently from inception to completion with limited management supervision.  Ability to interact positively and productively with teams across organizational lines.

Outstanding customer service and communication skills.  Outstanding troubleshooting and problem-solving skills.  Broad knowledge of technology industry news, emerging trends, current security threats; strong ability to apply that knowledge to business problems/opportunities and also act as a general knowledge resource.  Excellent discipline/adherence to operating procedures and published knowledge base resources, as well as corporate and technology policy/practice.

Physical Requirements & Work Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl in tight spaces. The employee must occasionally lift and/or move heavy packages and boxes (up to 50lbs).  

This position will additionally require travel to the Institute’s headquarters and remote campuses with extended durations up to two weeks.

This position should be expected to be working on-site approximately three days per week, and may work remotely if desired on other days.  Extended on-site support duty should be expected during large Summer festivals or other special events.

Level of Authority:

No direct reports.

The Institute has implemented a mandatory COVID vaccination policy for all employees who will work at one of our physical locations, attend any of our in-person events or travel on behalf of the Institute. Staff unable to be vaccinated may request an exemption under certain circumstances.

The Aspen Institute is an Equal Opportunity Employer and complies with all District and federal laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran or disabled status and will not be discriminated against.

 

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