IT Operations & Support Associate

International Justice Mission•Columbia, VA

1d•Hybrid

About The Position

The IT Operations & Support Associate (Service Desk) is a mid-level technical support role within International Justice Mission’s Global Technology Services team. The position provides Tier 1–2 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 IT operations. The role is hybrid, with onsite work 3–4 days per week, and reports to the Director, IT Services. Current authorization to work in the United States is required; visa sponsorship is not available now or in the future.

Requirements

3 to 5 years of experience in an IT support role, including experience in a global organization.
Candidates without a bachelor’s degree in information technology or a related field must hold either a CompTIA A+ or HDI certification.
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.
Demonstrated 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 A/V 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.
Employees must practice a mature orthodox Christian faith, as defined by the Apostles’ Creed.
A background check, police clearance, and thorough reference review are required with an employment offer and/or employment contract.

Nice To Haves

A bachelor’s degree in information technology or a related field.
ITIL Foundation certification.
Spanish language proficiency.

Responsibilities

Provide Tier 1 and Tier 2 support for IT services and applications while meeting customer service standards.
Proactively troubleshoot hardware and software, including 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 new Windows and Mac desktop and laptop hardware.
Provide Tier 1 and Tier 2 support for Microsoft Teams, Zoom Rooms, and A/V systems.
Assist with Entra (Azure AD) user account provisioning and deprovisioning.
Assist users with 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 to implement 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 training to staff on new systems.
Participate in IJM’s community of Spiritual Formation.