IT Service Management Technician I

The Nature Conservancy

1d•Remote

About The Position

The Information Technology Technician I – ITSM is responsible for providing exceptional fundamental technical support at the Nature Conservancy, ensuring seamless handovers between global teams, and maintaining high customer satisfaction. Information Technology Technician I – IT Service Management position works within a structured shift pattern, delivering timely and effective fundamental IT support during designated business hours as part of the IT Service Management & Operations Team. Work hours will align with assigned team in the IT service delivery model and requires flexibility to adjust shifts to support global operations. This is a fully remote position where the successful candidate chosen will be located in the United States and work evening hours (starting at 5pmEST/11amHST). Are you an aspiring IT Technician passionate about resolving IT problems? We are looking for a qualified IT Technician to join our ambitious Business Unit! Our ideal candidate has an in-depth knowledge of computer software and hardware and a hands-on experience with a different variety of internet applications, networks and operating systems. Providing optimal customer service will be a key function in this role. At TNC we strive to embody a philosophy of Work that You Can Believe in where you can feel like you are making a difference every day – come join our team and find fulfillment here! The Nature Conservancy’s mission is to protect the lands and waters upon which all life depends. As a science-based organization, we create innovative, on-the-ground solutions to our world’s toughest challenges so that we can create a world in which people and nature thrive. We’re rooted in our mission and guided by our values, which include respect for all people, communities, and cultures. Whether it’s career development, flexible schedules, or a rewarding mission, there’s many reasons to love life inside TNC. One goal is to cultivate an inclusive work environment so that all our colleagues around the globe feel a sense of belonging and that their unique contributions to our mission are valued. In addition to the requirements in our job postings, we recognize that people come with talent and experiences outside of a job and consider each applicant’s unique experience. Please apply – we’d love to hear from you. To quote a popular saying at TNC, “you’ll join for the mission, and stay for the people.” Since 1951, TNC has been doing work you can believe in. Through grassroots action, we have grown from a small non-profit into one of the most effective and wide-reaching environmental organizations in the world. Thanks to more than 1 million members, over 400 scientists, and the dedicated efforts of our diverse staff and partners, we impact conservation around the world! The Nature Conservancy is a global environmental nonprofit working to create a world where people and nature can thrive. Founded in the U.S. through grassroots action in 1951, The Nature Conservancy (TNC) has grown to become one of the most effective and wide-reaching environmental organizations in the world. Thanks to more than a million members and the dedicated efforts of our diverse staff and over 400 scientists, we impact conservation in 79 countries and territories: 37 by direct conservation impact and 42 through partners. To conserve the lands and waters on which all life depends. Our vision is a world where the diversity of life thrives, and people act to conserve nature for its own sake and its ability to fulfill our needs and enrich our lives.

Requirements

2 years of work experience in a technical support or IT-related role, or an equivalent combination thereof.
Experience with operating systems (Windows and Mac OS), productivity tools (Microsoft Office Suite) and networking basics.
Experience with basic computer hardware, software and networking concepts.

Nice To Haves

Multi-lingual skills and multi-cultural or cross-cultural experience appreciated.
Proven customer service and experience in an IT support role.
Familiarity with ITIL and ITSM, ticketing systems and remote support tools.
Excellent written and verbal communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Fluency in English and another language.

Responsibilities

Deliver remote support to end-users, ensuring minimal downtime.
Facilitate assigned IT orientations, perform remote PC configurations, and provide fundamental technical support services.
Respond to and resolve incoming technical support requests via ticketing system.
Deliver excellent customer service with professionalism and empathy.
Keep clear and precise records of all incidents and work within IT Service Management systems for effective tracking, team communication, and reporting.
Monitor and prioritize incidents based on urgency and impact.
Ensure adherence to organizational policies and procedures, security standards, established service-level agreements (SLA’s) and key performance indicators (KPI’s).
Other duties and projects as assigned.
May occasionally provide support for Onsite Operations activities and issues.