Associate, IT

CLASP • Washington, DC

10d • Hybrid

About The Position

This US based position serves as the primary point of contact for technical assistance across CLASP. This role supports staff in the US and other global offices by troubleshooting technical issues, managing systems, and helping implement digital solutions that enable our mission driven work. The ideal candidate is a clear and patient communicator who is tech savvy, empathetic, and energized by supporting colleagues across different regions and time zones.

Requirements

• 1–3 years of experience in IT support, help desk operations, or technical troubleshooting.
• Working knowledge of hardware support, operating systems, and common work productivity platforms.
• Strong customer service skills, with the ability to communicate clearly and patiently with non-technical staff.
• Ability to follow established procedures, document work, and maintain consistency in service delivery.
• Basic understanding of network fundamentals, account permissions, and device security practices (MFA, updates, antivirus).
• Ability to manage multiple support requests with attention to detail and reliability.
• Familiarity with identity and access management and both Windows and Mac systems.
• Detail-oriented with a proactive, solutions-first mindset.

Nice To Haves

• Associate’s degree or equivalent combination of certifications and professional experience.
• Familiarity with identity management or MDM tools.
• Interest in growing into a project, systems, or security-focused IT role over time.
• Experience supporting a global or distributed workforce, ideally across time zones.
• Experience collaborating with vendors or external MSPs.
• Experience in a nonprofit or NGO.

Responsibilities

• Serve as the primary IT contact for CLASP US staff and visiting team members.
• Provide timely technical support to staff across global offices, resolving hardware, software, account access, and connectivity issues.
• Maintain high-quality service delivery by adhering to IT policies and procedures.
• Maintain accurate ticket records, escalate complex issues appropriately, and ensure staff receive clear, friendly communication throughout the support process.
• Monitor daily IT tasks (device preparation, user onboarding, permissions management, basic system checks) to ensure reliability and adherence to IT procedures.
• Identify recurring issues or system gaps and recommend improvements to increase efficiency, stability, and user satisfaction.
• Assist in updating documentation, SOPs, and knowledge base articles for accuracy and clarity.
• Identify and develop processes for IT standardization, optimization, and process improvement.
• Initiate communication with staff to clarify issues, confirm resolution steps, and ensure timely delivery of IT support.
• Communicate effectively with internal teams to understand IT needs and provide updates on open issues.
• Help keep users informed of known issues, scheduled maintenance, or changes that may affect their work.
• Perform technical onboarding and IT orientation training for regional teams and deliver group or one-on-one training sessions on key systems, tools, and IT best practices.
• Develop clear and accessible training materials, user guides, and knowledge base articles to support staff proficiency and independence.
• Actively build trust with teams through transparent communication, empathy, and a service-oriented approach.
• Enforce CLASP’s IT policies and cybersecurity requirements and contribute to security maintenance, audits, and compliance reporting activities.
• Adhere to secure best practices when performing system and user account updates.
• Report security incidents to the Global IT team.
• Support staff with cybersecurity awareness training and best practices.
• Support integration of IT systems across departments for improved workflow and efficiency.
• Use established troubleshooting methods to identify, diagnose, and resolve issues efficiently.
• Understand when to escalate problems to senior IT staff or external partners to maintain service quality and continuity.
• Support the development of an IT environment that is transparent, approachable, and focused on continuous learning and improvement.

Benefits

• CLASP offers competitive compensation commensurate with experience, including paid health insurance for individuals and their families/dependents, retirement fund and includes a collegial office environment that supports wellness and flexible working options.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree