Coordinator, IT Technical Support
About The Position
As an IT/Help Desk Coordinator at Conservation International, you'll be the front line of technical support for our people around the world, providing first- and second-tier support that keeps end users productive and our mission moving forward. You'll deliver hands-on PC and Mac support, resolve incidents and service requests, participate in the user’s lifecycle from onboarding to offboarding, and help build end-user capability through training, clear documentation, and a well-maintained knowledge base. This role blends technical problem solving with strong customer service. The ideal candidate is customer focused, technically solid, and comfortable shifting between reactive troubleshooting and proactive maintenance, including hands on participation in the administration of our MDM platform and other IT tools. Success requires critical thinking, great attention to detail, and the ability to collaborate effectively with colleagues across cultures, time zones, and languages.
Requirements
- Bachelor's degree in a technical field (Computer Science, IT, Engineering, or similar), or an equivalent combination of education and relevant experience
- 2+ years of technical support experience in a professional environment, providing hands-on Tier 1 and Tier 2 support on Windows and macOS
- Experience with Microsoft Admin Center toolset
- Experience using an enterprise ticketing system
- Demonstrated proficiency installing, configuring, and troubleshooting Windows 11 and current macOS, including peripherals and standard productivity software
- Working knowledge of Microsoft 365 end-user services
- Familiarity with MDM platforms; administration experience a plus
- Understanding of networking fundamentals: DNS, DHCP, VPN, and Wi-Fi troubleshooting
- Working proficiency in English
- Excellent customer service skills with the ability to communicate technical instructions clearly to users with varying levels of technical proficiency
- Strong attention to detail, accurate record-keeping, and self-organization
- Ability to prioritize and manage multiple open tickets in a fast-paced environment
- Demonstrated ability to work effectively with colleagues across cultures, time zones, and languages
- Ability to lift and move equipment up to 40 lbs
Nice To Haves
- Familiarity with MDM platforms; administration experience a plus
- Industry certifications: ITIL Foundation, Microsoft 365 Fundamentals (MS-900), CompTIA A+ / Network+, Apple Certified Support Professional, or Microsoft Modern Desktop Administrator (MD-102), or equivalent
- Exposure to ITIL principles and service desk best practices
- Experience supporting a remote and field-based workforce, including users in low-bandwidth environments
- Experience supporting events, conferences, and executive meeting technology
- Familiarity with PowerShell or Bash scripting for routine support automation
- Experience working in a distributed-team environment
- Commitment to environmental conservation
Responsibilities
- Serve as the first point of contact for IT help requests via ticket, email, or chat
- Diagnose and fix hardware, software, account, and connectivity issues on Windows and Mac devices
- Support Microsoft 365 — mail flow, Teams, SharePoint, OneDrive; escalate what's beyond Tier 2
- Provide identity support through Microsoft Entra ID
- Provide endpoint security support
- Support local office network issues — wired, wireless, VPN, printers, conference room equipment
- Handle desk-side support when remote tools aren't enough
- Escalate complex issues with clear documentation
- Manage expectations against SLAs and confirm fixes actually work
- Help configure, deploy, and maintain endpoints using the organization's MDM platform
- Support device enrollment, policy enforcement, and compliance checks
- Image and deploy laptops for new hires; coordinate hardware replacements with vendors
- Do preventative maintenance on workstations, printers, peripherals, and AV equipment
- Keep the regional asset register accurate — user, location, status, warranty
- Coordinate with vendors on warranty repair, replacement, and disposal
- Maintain spare device inventory per the global stocking model
- Provision new-hire devices end-to-end
- Deliver new-hire IT orientation
- Offboard users per the global runbook
- Handle access requests and group membership changes; support software deployment and patching
- Coordinate lifecycle events with departments; flag policy deviations to the IT manager
- Log incidents, resolutions, and steps accurately in the ticketing system
- Join the daily warm handover with neighboring regions
- Contribute to and maintain the knowledge base
- Maintain runbooks for the platforms you're the regional point of contact for
- Flag recurring issues and improvement ideas to the IT team
- Support onsite events — town halls, board meetings, donor visits, conferences
- Join cross-region knowledge sharing sessions
- Other duties as assigned by supervisor.
Benefits
- medical, dental, and vision insurance
- a 403(b) retirement plan with a 6% employer match after 60 days
- Flexible Spending Accounts (FSA)
- employer-paid life insurance, short-term and long-term disability coverage
- paid vacation and sick leave
- voluntary benefits including pet insurance
- organization-issued technology to support remote and hybrid work
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
