About the Milken Institute
The Milken Institute is a globally minded, publicly supported, non-partisan, and nonprofit think tank headquartered in Santa Monica, with offices in Washington, DC, New York, London, Abu Dhabi, and Singapore. For the past three decades, the Milken Institute has served as a catalyst for practical, scalable solutions to global challenges by connecting human, financial, and educational resources to those who need them. Guided by a conviction that the best ideas, under-resourced, cannot succeed, we conduct research and analysis and convene top experts, innovators, and influencers from different backgrounds and competing viewpoints. We leverage this expertise and insight to construct programs and policy initiatives. These activities are designed to help people build meaningful lives, in which they can experience health and well-being, pursue effective education and gainful employment, and access the resources required to create ever-expanding opportunities for themselves and their broader communities.
The Milken Institute’s events and programmatic activities, involve the exchange of ideas with leaders from around the world. The Institute hosts more than 200 events each year, with our annual flagship event, Global Conference, bringing together 4,500+ participants from around the world, featuring more than 900+ speakers throughout 200+ sessions over the course of the event.
About the Position
We are seeking a skilled and customer-focused IT Helpdesk Specialist to join our team in Washington, DC, for a full-time position requiring 3 days of in-office work per week. This role involves providing both in-person and remote support to staff, with a focus on resolving technical issues, managing hardware and software support, and delivering exceptional service.
Responsibilities

• Provide frontline technical support to employees, resolving issues related to Microsoft 365, Zoom, Adobe, Slack, Tableau, Sophos, and other Saa S applications
• Document troubleshooting steps and resolutions in Jira Service Management
• Knowledge Base and infrastructure documentation
• Manage new computer setups, ensuring all hardware and software are correctly configured and functional
• Handle new hire onboarding, including account setups, software installations, and hardware provisioning
• Perform IT offboarding tasks for employee terminations, including account deactivations and hardware retrieval
• Troubleshoot and resolve hardware, software, and network-related issues for both in-person and remote employees
• Interface frequently with executives and C-suite level staff, delivering high-quality, prompt support tailored to their needs
• Maintain IT equipment inventory and perform regular updates and maintenance on workstations
• Assist in IT projects as needed, including software upgrades and network improvements

Requirements

• Proficiency in Microsoft 365 administration
• Must be able to document steps taken on resolving technical issues
• Must be able to document in our internal Knowledge Base
• Proven experience in IT Helpdesk or a similar technical support role
• Excellent problem-solving skills and a proactive approach to troubleshooting
• Ability to effectively communicate technical information to both technical and non-technical staff
• Experience working with executives or C-suite level staff is highly preferred
• Strong organizational skills and the ability to manage multiple priorities
• Familiarity with hardware setups and deployment, network troubleshooting, and software deployment
• Ability to work independently and collaborate with team members as needed
• Must be available to work in the Washington, DC office three days a week

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent work experience
• Certifications such as Comp TIA A+, Microsoft Certified Professional (MCP), or similar are a plus

Working Conditions & Travel Requirements
This position will work in a professional office environment. This person may be required to travel occasionally to local venues to assist with events as needed, requiring occasional work outside of traditional hours. Additionally, this position requires interacting virtually on a regular basis with Milken Institute staff based in other locations in the United States and around the world.
Note
We are interested in qualified candidates who are eligible to work in the United States. Please note, we are not sponsoring visas at this time, being authorized to work in the U.S. is a precondition of employment.
This position will work a hybrid schedule consisting of three (3) days per week reporting in-person to your respective office location (Tuesday – Thursday), with the remaining two (2) days working remotely. Please understand, this schedule is subject to change in the Institute’s sole discretion.
The statements herein are intended to describe the overall nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Please submit resume and cover letter illustrating how your experience and skills will contribute to the department and any unique qualities you bring to the position. If applying via Indeed, please upload your resume and any supporting documentation as one attachment. Any application that does not include both a resume and cover letter will be rejected. If you are unable to complete this application due to a disability, contact our Human Resources department to ask for an accommodation or an alternative application process.
Our Culture
The Milken Institute is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, disability or status as a veteran.
Every person at the Milken Institute is treated with respect, supported with resources and training, and exposed to a broad range of experiences. We foster a space for growth with opportunities to share knowledge and passion with both clients and colleagues. We are committed to building a diverse workforce and creating an inclusive environment where everyone can thrive. Our leadership is actively involved in our commitment to diversity and inclusion, and fostering a culture that creates opportunities for everyone.
Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan - 403b (5%)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity & Paternity)
• Short-Term & Long-Term Disability
• Flexible Spending Account (FSAs)
• Training & Development:
  • Linked In Learning – over 15,000 self-guided classes offered
  • Mentor Program
• Wellness Resources:
  • Employee Assistance Program
  • CALM app membership