The Urban Land Institute (ULI) is a 501(c)(3) nonprofit research and education organization supported by its members. Founded in 1936, the Institute has more than 48,000 members worldwide representing the entire spectrum of land use and real estate development disciplines, working in private enterprise and public service. As the preeminent, multidisciplinary real estate forum, ULI facilitates the open exchange of ideas, information, and experience among local, regional, national, and international industry leaders and policy makers dedicated to creating better places. The mission of ULI is to shape the future of the built environment for transformative impact in communities worldwide.

POSITION SUMMARY:

This role is the primary day-to-day IT support contact for ULI staff. The Junior Systems Administrator serves as the frontline helpdesk and triage point, resolving common technical issues, coordinating tickets, and ensuring staff receive clear and friendly technology support.

While the role includes exposure to Azure and enterprise systems, success is driven by organization, communication, and customer service skills. This position is ideal for an early-career IT professional who enjoys helping people and wants to grow into systems administration over time.

ESSENTIAL RESPONSIBILITIES:

Frontline Support & Staff Interaction

• Provide frontline technical support to ULI staff via ServiceNow, ensuring tickets are documented, prioritized, and resolved in a timely manner.
• Serve as a visible, in-office IT presence and trusted point of contact for staff support needs.
• Troubleshoot and resolve common hardware and software issues (laptops, monitors, docking stations, printers, conference rooms).
• Provide onsite IT support for major ULI regional meetings and events as needed.

Onboarding, Access & Daily IT Operations

• Provision and deprovision user accounts, equipment, and access during onboarding and offboarding, including:
  • Active Directory and Azure Active Directory
  • Microsoft 365 and Single Sign-On (SSO)
• Manage the lifecycle of Dell and Apple laptops, including imaging, deployment, troubleshooting, and retirement.
• Assist with new-hire IT orientation and occasional staff training sessions.
• Maintain user-facing documentation and contribute to staff training materials.

Coordination & Team Collaboration

• Coordinate and triage requests to appropriate IT teams and specialists when escalation is required.
• Work with Network Administrators to ensure laptops are patched, secure, and operating effectively using Intune or similar tools.
• Coordinate with technology vendors and consultants as needed.

Systems Exposure & Technical Development

• Assist with administration and maintenance of ULI’s Microsoft Azure environment, including virtual machines and storage.
• Support backup and recovery processes under guidance from senior IT staff.
• Assist the Network Security Engineer with investigating and responding to security alerts and incidents.

Supervisory Responsibilities

• May coordinate or oversee work performed by external consultants
• No direct staff supervision.

Internal Relationships

• Works closely with staff across all ULI departments, regional offices, district councils, and national councils.
• Collaborates daily with members of the global IT team.

External Relationships

• Technology vendors
• Technology consultants

MINIMUM QUALIFICATIONS:

Technical Skills

• Working knowledge of:
  • Windows 10/11
  • macOS and iOS
  • Microsoft 365 applications
  • Active Directory and Azure Active Directory
  • Exposure to cloud platforms (Azure, AWS, or Google Workspace) preferred but not required
• Experience with:
  • ServiceNow or a comparable IT service management platform
  • Microsoft Intune or similar device management tools
• Proven ability to troubleshoot common hardware and software issues on both Windows and Mac systems.

Professional Skills

• Strong interpersonal and customer-service skills; comfortable being the “face of IT.”
• Clear verbal and written communication skills.
• Demonstrated ability to organize and prioritize multiple requests in a fast-paced support environment
• Ability to manage multiple priorities and adapt to changing demands.
• Comfortable working independently while collaborating as part of a global team.
• Maintains professionalism in high-volume or high-pressure situations.

Experience

• Approximately 1–3 years of IT support experience or equivalent hands-on experience providing technical support.

PREFERRED QUALIFICATIONS:

• Experience with SolarWinds or similar monitoring software.
• Technology certifications are a plus (CompTIA, Microsoft, Cisco)
• Bachelor’s degree or equivalent work experience.

WORKING CONDITIONS:

• Hybrid work environment – 4 days a week in office.
• Must lift up to 30 lbs., work extended hours for events, and sit/stand for prolonged periods.

COMPENSATION:
The salary range for this position is $55,781 to $66,625. Actual compensation will be based on experience, education, skills, and other job-related factors. This role is part of ULI’s comprehensive compensation package, which includes competitive benefits.

APPLICATION INSTRUCTIONS:
ULI has a robust benefits package that includes health, dental, and life insurance; vacation leave; and a retirement plan. Compensation is commensurate with experience. For more information, click here.

To apply, please follow the link below. Please submit a résumé and a letter of interest.

ULI is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/creed, sex, national origin, disability, genetic information, pregnancy, veteran or active military status, non-citizenship or citizenship status, arrest or conviction record, credit history, salary history, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, status as a victim of domestic violence or sexual violence, or any other status protected by applicable law.

EOE/m/f/d/v. No relocation reimbursement is offered at this time.