Macintosh Administrator - Help Desk Support Analyst II

This position requires full-time office presence. You can be based in our office in Addis Ababa or Nairobi. Existing work authorization is required at the time of application submission as WRI is unable to sponsor any visa work sponsorship for this position. 

About the Program:

WRI's Operations department strives to make all global offices fully capable and low risk, enhancing their operational capabilities, establishing sustainable growth through a bond of mutual respect, collaboration and sharing knowledge across the sisterhood of WRI offices. This is done by targeting upon standards of performance, measuring the efficiency and effectiveness for the sisterhood of offices.

Job Highlight:

Reporting to the Global Help Desk Manager, Operations, you will primarily focus on enterprise level planning/configuration and support for Apple computers in the organization. Other duties will include tier 1 general office and windows support.

What will you do:

• Ensure a consistent user experience across all macOS devices
• Leverage Jamf or similar MacBook MDM tool - Planning and Implementation of macOS upgrades and rollout
• Maintain client hardware standards, including client configuration, and test new technology to improve our computing environment
• Work as the escalation point between different support teams for issues related to macOS Manage and administer client system infrastructure for macOS endpoints
• Develop configuration policies, test and document findings, update and effectively communicate procedures
• Keep up with the Apple and Jamf communities and use the information to improve the Apple/Mac device management across the enterprise
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
• Maintain a positive working relationship with business lines and other departments
• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• Basic networking skills and troubleshooting

What will you need:

• Education: You have completed a bachelor’s degree in IT, Computer Science, engineering or relevant field Experience
• Experience: You have 3+ years of relevant, full-time work experience, including in the Mac OS application support experience
• Experience supporting users in a remote/help desk environment
• Experience with endpoint/workstation experience – Mac OS required
• Experience with support MS o365 suite desktop/web apps
• Experience handling client interaction and customer support
• Languages: You are proficient in spoken and written English. Additional language skills are desirable 
• Requirements: Existing work authorization is required where this position is based. WRI is unable to authorize visa work authorization.

Potential Salary: 

Salary is commensurate with experience and other compensable factors.

How to Apply:

Please submit a resume with a cover letter by the date of 14 October 2024. 

You must apply through the WRI Careers portal to be considered.

What we offer:

• Access to the WRI global network with the opportunity to exchange with and learn from passionate colleagues working at the cutting edge of their fields across Asia, Africa, Europe, Latin America and the US
• The chance to have an impact and to develop your career within a mission driven organization with access to varied learning and training opportunities. 
• A workplace that strives to put diversity and inclusion at the heart of our work
• The opportunity to join and get involved in different working groups and affinity groups to shape the future of WRI
• Commitment to hybrid working model with flexible working hours
• Generous leave days that increase with tenure

About Us:

Founded in 1982, World Resources Institute (WRI) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity, and human well-being. We are working to address seven critical challenges that the world must overcome this decade to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean. WRI has a global staff of over 1,800 people with work spanning 60 countries. We have offices in Africa, Brazil, China, Europe, India, Indonesia, Mexico, Colombia and the United States, as well as a growing presence in other countries and regions.

The foundation of our work is delivering high-quality research, data, maps, and analysis to solve the world’s greatest environment and international development challenges and improve people’s lives. We work with leaders in government, business, and civil society to drive ambitious action and create change on the ground. Equally important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.

Our mission and values:

WRI’s mission is to move human society to live in ways that protect Earth’s environment and its capacity to provide for the needs and aspirations of current and future generations.

Our values are shared ideals that bind us together: Integrity, Innovation, Urgency, Independence and Respect.

Our culture:

WRI is committed to advancing gender and social equity for human well-being in our mission and applies this principle to our organizational and programmatic practices. We are committed to providing equal opportunities in employment; we embrace all diversity and encourage women, the LGBTQ+ community, persons with disabilities, Afro-descendants, and Indigenous people to apply. Recognizing our strong commitment to gender equality, WRI has also been awarded EDGE certification.

Our team in Human Resources carefully reviews all applications.