Tony Blair Institute for Global Change
Senior IT Support Analyst
Tony Blair Institute for Global Change, Washington, District of Columbia, us, 20022
Overview
Join to apply for the
Senior IT Support Analyst
role at
Tony Blair Institute for Global Change .
The Tony Blair Institute for Global Change works with political leaders around the world to drive change, advising on strategy, policy and delivery, and unlocking the power of technology to build open, inclusive, and prosperous countries.
We are a global team of over 800 changemakers operating in more than 40 countries, speaking more than 45 languages, and working on over 100 projects to make a difference.
We value diversity and believe different perspectives strengthen our work. We invite you to build a better future with us if you are passionate about progressive politics.
Role Summary About the Digital and Technology team.
The Digital and Technology team powers the Institute’s ambition by designing, building, and running digital services that help teams work smarter, move faster, and reach further. Our work includes internal tools, data-driven insights, AI across the organisation, and shaping the digital environment that underpins our work. We partner with global teams on digital products, platforms, and transformation, and we operate with an agile, product-led approach focused on continuous improvement. Joining us means being part of a team reimagining how technology can support meaningful global change.
About The Role This role is an exciting opportunity for an IT professional to join a dynamic, fast-paced team supporting a global organisation. As a key member of the IT Service Desk, you will be the first point of contact for technical support, providing high-quality service to TBI staff across the Americas region and internationally. This hands-on position involves collaboration with the broader digital team to support continuous improvement and deliver impactful solutions at pace. We seek a candidate with solid IT support experience who is keen to broaden into areas such as Salesforce administration or digital product development.
Salary range:
$70,000 - $85,000.
Candidates must have the right to work in the USA and be able to work in-person in Washington DC.
Key Responsibilities
Global User Support: Provide responsive 1st and 2nd line technical support to end users, collaborating with helpdesks in London, Nairobi, Dubai and Singapore to hand over tickets and tasks for timely assistance globally.
Incident Management: Respond to and resolve IT service requests and incidents via phone, email, chat or in-person, ensuring timely resolution and high customer satisfaction.
Troubleshooting: Diagnose and troubleshoot hardware and software; escalate complex issues to senior analysts.
Onboarding: Onboard new staff, ensuring IT services and devices are ready for day one.
Asset Management: Work with ITAM to ensure end-user assets are captured and the asset management system is up to date.
Procurement: Collaborate with Procurement to manage regional suppliers for best value and services.
Knowledge Base: Contribute to creating and maintaining support documentation and user guides.
Security: Assist in maintaining security compliance across end-user devices, including MFA, anti-virus, and threat detection, in partnership with the Cyber Security Engineer.
Compliance: Ensure IT activities comply with policies, procedures and security standards.
Business Application Support: Provide 1st line support for business applications.
Person Specification
Strong experience in an onsite IT Support role.
Excellent communication skills, including explaining technical information to non-technical stakeholders.
Strong analytical and problem-solving abilities.
Self-starter with initiative and knowledge-sharing mindset.
Ability to work independently and as part of a global remote team.
Experience supporting senior executives/VIPs.
Working knowledge/experience with:
Windows 10/11
MacOS/iOS
Microsoft 365
Slack
Exchange Online
MDM tools
ITSM ticketing systems
JAMF
Cyber security practices
Ability to prioritise against tight deadlines and lead on projects when needed.
Flexibility to accommodate department needs, including some evenings and weekends.
Experience in a head office environment and in a global service desk function.
Closing Date 2025-10-07
Additional Details
Seniority level : Mid-Senior level
Employment type : Full-time
Job function : Information Technology
Industries : Non-profit Organizations
Note: Referrals increase your chances of interviewing at Tony Blair Institute for Global Change. Get notified about new Senior Information Technology Support Analyst jobs in Washington, DC.
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Senior IT Support Analyst
role at
Tony Blair Institute for Global Change .
The Tony Blair Institute for Global Change works with political leaders around the world to drive change, advising on strategy, policy and delivery, and unlocking the power of technology to build open, inclusive, and prosperous countries.
We are a global team of over 800 changemakers operating in more than 40 countries, speaking more than 45 languages, and working on over 100 projects to make a difference.
We value diversity and believe different perspectives strengthen our work. We invite you to build a better future with us if you are passionate about progressive politics.
Role Summary About the Digital and Technology team.
The Digital and Technology team powers the Institute’s ambition by designing, building, and running digital services that help teams work smarter, move faster, and reach further. Our work includes internal tools, data-driven insights, AI across the organisation, and shaping the digital environment that underpins our work. We partner with global teams on digital products, platforms, and transformation, and we operate with an agile, product-led approach focused on continuous improvement. Joining us means being part of a team reimagining how technology can support meaningful global change.
About The Role This role is an exciting opportunity for an IT professional to join a dynamic, fast-paced team supporting a global organisation. As a key member of the IT Service Desk, you will be the first point of contact for technical support, providing high-quality service to TBI staff across the Americas region and internationally. This hands-on position involves collaboration with the broader digital team to support continuous improvement and deliver impactful solutions at pace. We seek a candidate with solid IT support experience who is keen to broaden into areas such as Salesforce administration or digital product development.
Salary range:
$70,000 - $85,000.
Candidates must have the right to work in the USA and be able to work in-person in Washington DC.
Key Responsibilities
Global User Support: Provide responsive 1st and 2nd line technical support to end users, collaborating with helpdesks in London, Nairobi, Dubai and Singapore to hand over tickets and tasks for timely assistance globally.
Incident Management: Respond to and resolve IT service requests and incidents via phone, email, chat or in-person, ensuring timely resolution and high customer satisfaction.
Troubleshooting: Diagnose and troubleshoot hardware and software; escalate complex issues to senior analysts.
Onboarding: Onboard new staff, ensuring IT services and devices are ready for day one.
Asset Management: Work with ITAM to ensure end-user assets are captured and the asset management system is up to date.
Procurement: Collaborate with Procurement to manage regional suppliers for best value and services.
Knowledge Base: Contribute to creating and maintaining support documentation and user guides.
Security: Assist in maintaining security compliance across end-user devices, including MFA, anti-virus, and threat detection, in partnership with the Cyber Security Engineer.
Compliance: Ensure IT activities comply with policies, procedures and security standards.
Business Application Support: Provide 1st line support for business applications.
Person Specification
Strong experience in an onsite IT Support role.
Excellent communication skills, including explaining technical information to non-technical stakeholders.
Strong analytical and problem-solving abilities.
Self-starter with initiative and knowledge-sharing mindset.
Ability to work independently and as part of a global remote team.
Experience supporting senior executives/VIPs.
Working knowledge/experience with:
Windows 10/11
MacOS/iOS
Microsoft 365
Slack
Exchange Online
MDM tools
ITSM ticketing systems
JAMF
Cyber security practices
Ability to prioritise against tight deadlines and lead on projects when needed.
Flexibility to accommodate department needs, including some evenings and weekends.
Experience in a head office environment and in a global service desk function.
Closing Date 2025-10-07
Additional Details
Seniority level : Mid-Senior level
Employment type : Full-time
Job function : Information Technology
Industries : Non-profit Organizations
Note: Referrals increase your chances of interviewing at Tony Blair Institute for Global Change. Get notified about new Senior Information Technology Support Analyst jobs in Washington, DC.
#J-18808-Ljbffr