IT Operations & Support Associate
About The Position
The IT Operations & Support Associate (Service Desk) is a mid-level technical support role on International Justice Mission’s Global Technology Services team. The position provides Tier 1–2 technical support to IJM staff globally, resolves complex technical issues, mentors junior analysts, and contributes to IT training and documentation. It supports consistent service delivery and the organization’s IT operations. This position is hybrid, with onsite work 3–4 days per week, and reports to the Director, IT Services. Candidates must have current authorization to work in the United States; visa sponsorship is not available now or in the future. IJM requires a background check, police clearance, and thorough reference review. Employees are required to practice a mature orthodox Christian faith as defined by the Apostles’ Creed and participate in spiritual disciplines together.
Requirements
- 3 to 5 years of experience in an IT support role, including experience in a global organization.
- Solid experience managing incidents and service requests using ServiceNow or a comparable ITSM platform.
- Familiarity with ITIL practices, including Incident, Problem, and Change Management, CMDB, and Service Request workflows.
- Ability to troubleshoot and resolve technical issues and document troubleshooting steps, findings, and resolutions; familiarity with root cause analysis and Problem Management.
- Experience with endpoint and operating system management, including Windows 11, macOS, Microsoft Intune, and Autopilot for device provisioning and configuration.
- Understanding of identity and access management platforms, including Active Directory and Microsoft Entra ID.
- Experience with productivity and collaboration applications, including Microsoft 365.
- Hands-on experience supporting and troubleshooting audiovisual systems and video-conferencing technologies.
- Experience supporting remote users and cloud-based applications, with working knowledge of cloud platforms, network protocols, printer management, and general end-user support.
- Fluency in English.
- Current authorization to work in the United States; visa sponsorship is unavailable.
- Commitment to IJM’s Christian, Professional, and Bridge-Building Core Values and willingness to practice a mature orthodox Christian faith as defined by the Apostles’ Creed.
Nice To Haves
- A bachelor’s degree in information technology or a related field; candidates without this degree must hold either a CompTIA A+ or HDI certification.
- ITIL Foundation certification.
- Spanish-language proficiency.
Responsibilities
- Provide Tier 1 and Tier 2 support for IT services and applications while meeting customer service standards.
- Troubleshoot hardware and software issues involving Windows, macOS, Microsoft 365, SharePoint, LAN/WAN connectivity, workstation and laptop hardware and peripherals, and Printix network/cloud printing.
- Support, deploy, and configure Apple and Android mobile devices.
- Track, escalate, and document tickets in ServiceNow, including troubleshooting steps, history, and resolutions.
- Configure and set up Windows and Mac desktop and laptop hardware.
- Provide Tier 1 and Tier 2 support for Microsoft Teams, Zoom Rooms, and audiovisual systems.
- Assist with user account provisioning and deprovisioning in Entra (Azure AD), password resets, and group membership.
- Provide Tier 1 local network support.
- Assist with device inventory management, including physical organization and database accuracy.
- Collaborate with project teams on adoption and change management strategies.
- Assist in co-managing IT systems, including license cleanup, user adoption, and system optimization.
- Develop knowledgebase solutions for IJM software, systems, and processes.
- Conduct online and in-person knowledge-sharing and training sessions with peers.
- Maintain documentation in the helpdesk ticketing system and systems documentation processes.
- Develop and deliver staff training on new systems.
- Participate in IJM’s community of Spiritual Formation.
- Mentor junior analysts and contribute to IT training and documentation.
Benefits
- Comprehensive medical, dental, and vision benefits.
- Monthly commuter and parking benefits in the DC metro area.
- Retirement benefit options.
- Paid leave starting at 23 days.
- 12 holidays, plus early release the day prior.
- Daily, quarterly, and annual community spiritual formation.
- Robust staff care resources.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
