IT Associate - J-PAL Global

The Abdul Latif Jameel Poverty Action Lab (J-PAL) is a global research center working to reduce poverty by ensuring that policy is informed by scientific evidence. Anchored by a network of over 390 affiliated professors at universities around the world, J-PAL conducts randomized impact evaluations to answer critical questions in the fight against poverty.

The IT Associate is based at the Massachusetts Institute of Technology in Cambridge, MA. 

J-PAL encourages diversity, equity, and inclusion in our work, and we value the diverse perspectives our staff bring to their roles and to the broader J-PAL community. We encourage people from all backgrounds, especially those underrepresented in the field of economics, to apply to this role. In your cover letter, you are welcome to share how your background and lived experiences have influenced your desire to work at J-PAL (this is entirely optional, just an opportunity for us to get to know you a bit better).

Position overview

The IT Associate is responsible for managing and supporting the IT systems and services at J-PAL, ensuring efficient day-to-day operations across various platforms. Key responsibilities include administering G Suite, managing the ticketing system, providing technical support, and overseeing the maintenance and security of IT hardware, software, and networks. The role involves collaborating with internal teams, MIT IS&T, and external vendors to implement and maintain IT systems, while also support and training staff on IT tools such as Salesforce and G Suite. The position also entails troubleshooting issues, ensuring data security through regular backups, managing user accounts, and maintaining documentation for systems and processes. The individual in this role will also manage IT projects, communicate risks, and maintain a knowledge base to empower staff with self-service solutions.

Responsibilities may include: 

• Ticketing/Troubleshooting: (50%)
  • Manage the ticketing system by assigning tickets to IT team members and responding to tickets submitted through the system. Provide technical support to internal and external groups via phone, email, and in person. Develop and maintain solutions in the Knowledge Base (KB) for staff self-service, and conduct training to promote KB usage. Ensure adherence to J-PAL IT customer service SLAs.
  • Troubleshoot and resolve technical issues, researching potential solutions and documenting best practices and standard operating procedures (SOPs). Proactively anticipate staff needs and resolve routine IT hardware, software, network, and security issues. Oversee the installation and regular updating of hardware and software.
• Systems Administration: (15%)
  • Administer day-to-day G Suite operations for J-PAL staff, ensuring seamless access and functionality across all platforms.
  • Provide training and support on key J-PAL systems, including Salesforce, G Suite, and other internal tools, to ensure staff are equipped with the knowledge to effectively use these systems.
  • Oversee the ongoing maintenance of all platforms, ensuring the proper functioning of networks, applications, and programs. Provide troubleshooting support for databases, manage regular data backups, and ensure staff data is securely backed up on a consistent schedule.
  • Communicate upcoming changes to software, MIT updates, and any potential issues to staff, while providing guidance on maintaining optimal software and hardware performance.
  • Proactively identify and communicate risks related to IT systems, collaborating with MIT IST to resolve or mitigate potential issues. Manage email security filters, including quarantine blockers, conducting scam email reviews, and adjusting filters to prevent phishing and other malicious threats. 
• IT Operations: (35%)
  • Collaborate with J-PAL staff to support programs utilizing IT services, such as AWS, Jotforms, and Zapier. Maintain centralized documentation of all IT systems across J-PAL, ensuring up-to-date emergency contacts, login credentials, and related information.
  • Coordinate with MIT IS&T to stay informed on updates and new developments available to the MIT community. Oversee the installation and maintenance of antivirus software across the network to ensure robust data security and protection.
  • Partner with vendors to facilitate the implementation and ongoing maintenance of systems used across various departments. This may include Drupal infrastructure (Redfin, Cloudflare, etc.), and managing backend technologies such as DNS, G Suite (Gmail, Google Calendar, Google Drive), Salesforce, and error alerts. Administer integrations across these key services to optimize functionality.
  • Manage user accounts and software/hardware configurations as part of the onboarding process. Ensure the offboarding of departing staff is handled efficiently, including the proper deactivation of IT accounts and return of hardware.
  • Oversee the day-to-day maintenance and inventory management of IT assets, including hardware (computers, printers, etc.) and software. Ensure proper tracking, ordering, tagging, and recording of all office and staff-related IT equipment.
  • Lead IT or AV projects independently, including gathering requirements, proposing solutions, creating budgets, vetting vendors, and obtaining approval. Manage the project lifecycle from implementation to documentation and staff training.
  • Perform additional duties as assigned, including representing J-PAL in MIT IT meetings, participating in weekly staff meetings, and staying current on emerging technologies by attending relevant IT training sessions.

Qualifications

• Education: High school diploma or equivalent required. Bachelor’s degree ideally in computer science or a related technical field preferred.
• Experience: 2 years of minimum work experience with at least one year working in IT. MacOS, and Windows experience preferred. Salesforce experience and G-Suite administration skills are strongly desired.
• Handling confidential information: Exercises sound judgment when granting access to the appropriate individuals and manages all confidential or sensitive information securely and undisclosed.
• Communication: Proven ability to work with non-technical staff to determine needs, present solutions clearly to staff and work with outside vendors. Must have excellent customer service skills. Strong communication and responsiveness required.
• Initiative: Able to work independently, see trends, anticipate the needs of staff and offer solutions.  
• Interpersonal: Proven ability to work with others; solid people skills; sensitivity to different cultural contexts.
• Organization-building: Promotes a learning environment through sharing of knowledge. Empowers J-PAL staff by providing trainings and builds organizational sustainability through documentation. 

This role requires the specialist to be on campus at least on Tuesday and Wednesday, and other days needed up to 5 days a week. 

Professional development

J-PAL supports a culture of learning, with opportunities to attend weekly MIT-Harvard Development Seminars and take classes for credit at MIT or elsewhere with our generous tuition assistance program.

Compensation

Information about the pay range and pay grade for this position can be found here.

Benefits

As a member of the MIT community, you benefit from more than just your salary. 

J-PAL hires highly qualified staff and rewards them accordingly. Total compensation packages are competitive for the non-profit and international development field with excellent MIT benefits, including comprehensive health insurance, a 401(k) match and pension-based retirement plan, tuition assistance, commuter benefits, MIT community discounts, a generous vacation policy, and a flexible work policy that includes the opportunity to work from home three days a week.