ABOUT ULI
The Urban Land Institute 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 full spectrum of land use and real estate development disciplines across private enterprise and public service. ULI's mission is to shape the future of the built environment for transformative impact in communities worldwide.
ABOUT THE TEAM
Every ULI program, meeting, and member interaction runs on technology, and ULI's IT team keeps it running. They are the strategic support service for the whole organization: staff in Washington, DC, regional offices, District Councils, and National Councils all count on them to keep their laptops, accounts, and systems working so they can focus on the mission.
ULI is a Microsoft shop running a mixed fleet of Dell and Apple laptops. That fleet has shifted from roughly 80% Windows to about an even 50/50 split between Windows and macOS, and support demand has grown with it. Our small, close-knit systems administration team handles everything from a locked-out account on a Monday morning to Azure infrastructure and network security, and we are adding a teammate to keep that support fast and friendly.
THE ROLE
This is a third Junior Systems Administrator position, added because the team needs more hands for troubleshooting across staff, systems, and software.
You will be the face of IT for many of our colleagues. About half of the job is classic frontline support: “I'm locked out,” “my laptop won't connect,” “this app stopped working.” The other half is hands-on systems work in Microsoft 365 admin centers, Active Directory and Entra ID (Azure AD), Intune, and Microsoft Azure. Most of the work is Tier 1, with a growing share of Tier 2 work like permissions and admin center changes.
The people who thrive here stay calm when a colleague is frustrated, explain things without jargon, and think one step ahead instead of just closing the ticket in front of them. If you like being the person people are relieved to see walk up to their desk, this role is for you.
WHAT YOU WILL DO
Frontline Staff Support
• Serve as a visible, in-office IT presence and the trusted first point of contact for staff support needs.
• Resolve technical support requests through ServiceNow, keeping tickets documented, prioritized, and closed on time.
• Troubleshoot hardware and software issues on both Windows and macOS, in person and remotely.
• Use and contribute to the team's standard operating procedures so recurring issues get solved the same way every time.
Accounts, Access, and Onboarding
• Provision and deprovision user accounts, equipment, and access for new hires and departing staff across Active Directory, Entra ID (Azure AD), Microsoft 365, and Single Sign-On (SSO).
• Manage permissions and day-to-day changes in Microsoft 365 admin centers.
• Lead new-hire IT orientation and help with occasional staff training sessions.
Device Lifecycle and Security
• Manage the full lifecycle of ULI's Dell and Apple laptops: imaging, deployment, troubleshooting, and retirement.
• Keep devices patched and secure using Intune or similar tools, working alongside the Network Administrators.
• Help the Network Security Engineer investigate and respond to security alerts and incidents.
Cloud and Infrastructure
• Assist with administering ULI's Microsoft Azure environment, including virtual machines and storage, with room to grow this into a specialty.
• Support backup and recovery processes under guidance from senior IT staff.
Events, Documentation, and Vendors
• Provide onsite IT support at major ULI meetings and events as needed.
• Maintain clear, user-facing documentation and training materials.
• Coordinate with technology vendors and consultants.
• Perform other duties as assigned.
WHAT WE ARE LOOKING FOR
Required
• 1 to 2 years of experience in an IT support or systems administration role. This should not be your first IT job: we are looking for someone who has already supported real users and knows what to do next when something breaks.
• Hands-on experience with Microsoft 365 admin centers and Microsoft 365 applications.
• Working knowledge of Windows 10/11 and macOS (plus iOS), with a proven ability to troubleshoot common hardware and software issues on both.
• Working knowledge of Active Directory and Entra ID (Azure AD).
• Experience with ServiceNow or a comparable IT service management platform.
• Experience with Microsoft Intune or a similar device management tool.
• A calm, patient, service-first temperament. You stay composed when colleagues are frustrated and you are comfortable being the “face of IT.”
• A coachable, curious mindset: you pick up new tools quickly and take feedback well.
• Clear verbal and written communication, including explaining technical issues in plain language.
• The ability to manage multiple priorities and stay professional in high-volume or high-pressure moments.
• Bachelor's degree or equivalent work experience.
Preferred
• Experience with Microsoft Azure administration, such as virtual machines, storage, or identity.
• Experience with SolarWinds or similar monitoring software.
• Technology certifications such as CompTIA, Microsoft, or Cisco.
• Experience supporting staff in a nonprofit, association, or membership organization.
WHAT SUCCESS LOOKS LIKE
In your first 90 days, you will be coached closely by your manager and teammates as you learn ULI's systems, tools, and SOPs. You will not be left to figure things out alone. By the end of that period, when a colleague brings you a problem, you find the path to fix it yourself, whether that means following an existing SOP or working out a new solution, and you are handling most of the team's Tier 1 tickets on your own.
By six months, you are confidently resolving Tier 2 issues like permissions and admin center changes, colleagues across ULI know you by name, and senior IT staff have the time to focus on larger infrastructure projects because of the load you have taken on.
COMPENSATION AND BENEFITS
The salary range for this position is $55,781 - $66,625. Actual compensation will be based on experience, education, skills, and other job-related factors. ULI offers a comprehensive benefits package including health, dental, and life insurance; generous vacation leave; and a retirement plan with employer match.
WORKING CONDITIONS
This is a full-time, hybrid role based in ULI's Washington, DC office, with four days per week in the office. The role requires lifting up to 30 lbs., sitting or standing for prolonged periods, and occasionally working extended hours to support ULI meetings and events.
The Urban Land Institute (ULI) is committed to shaping the future of the built environment for transformative impact in communities worldwide, and we embrace our core values of integrity, collaboration, inclusion, and excellence in service to our members. In alignment with the Board of Directors' strong commitment to in-person collaboration, our roles require regular on-site presence to foster teamwork, innovation, and organizational effectiveness. ULI's primary workplace remains its offices, where in-person collaboration supports our mission and service to members.
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, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, or any other status protected by applicable law.