Position Title: Support Engineer

Reports To: Head of IT (Interim), Cloud Support Manager (Jan1 2023)

Type: Full-time

Location: Remote; flexible within the U.S.

ABOUT CATF

Clean Air Task Force (CATF) is a nonprofit organization working to safeguard against the worst impacts of climate change by catalyzing the rapid global development and deployment of low-carbon energy and other climate-protecting technologies. This is accomplished through research and analysis, public advocacy leadership, and partnership with the private sector. CATF is highly respected for its deep expertise and research on energy and industrial systems and potential strategies, technologies, and policies that can radically shrink their impact on the planet's atmosphere. Our team of 100+ experts and advocates (and global network of subject matter experts and civil society partners) put this research and knowledge into action by designing and enacting public policies that drive toward zero emissions. We also support policies and work directly with private industry to innovate in technology to make the path to zero emissions swift and affordable. CATF is headquartered in Boston, and has offices in Washington D.C. and Brussels with staff working virtually around world.

ROLE

We are seeking an experienced support engineer able to rapidly triage, remediate, and resolve staff technology issues that arise and perform project-related work for the IT team. In this role, they will need to communicate effectively with staff experiencing IT problems, document the issue and actions taken into a ticketing system and provide ongoing effort for the IT team in various capacities. This role will work directly with users, leadership, and others to provide expert assistance in resolving IT problems rapidly for users with limited time available for issue resolution.

Key Functions and Responsibilities:

• Provide rapid and effective support for end users by using remote assistance tools
• Document processes, issues, and procedures to provide for IT and external use
• Train staff on how to use supported platforms and systems
• Provide assistance to the IT team with project-related work within the Office 365, Salesforce, and other cloud environments
• Assist staff with onboarding, getting software installed, and other remote support tasks
• Other duties as assigned

Skills/Qualifications:

• 3-5 years of IT support experience
• Associates or Bachelor's Degree in computer science, information technology, or related field
• Excellent interpersonal and communication skills
• Strong knowledge of computer troubleshooting, identifying root cause, and resolving problems for professionals
• Knowledge of PC and Mac hardware and operating systems
• Assisting with virtual and physical meeting troubleshooting
• Knowledge of using ticketing systems for issue tracking
• Strong analytical, diagnostic, and problem-solving skills
• Troubleshooting complex issues with highly functional users, providing top-tier support experiences and working with teams to solve more complex issues
• Experience troubleshooting issues for end users on PCs and Macs
• Experience working with Microsoft 365, including adding users, managing distribution lists, and troubleshooting problems
• Experience with remediation of cybersecurity problems
• High level of attention to detail
• Consistent follow-through and a commitment to high-quality work
• Passion for CATF's mission

Compensation and Location:

This is a full-time, remote position located within the U.S. CATF offers an excellent benefits package and a competitive salary that is commensurate with experience.

CATF provides equal employment opportunities.