IT Service Management Technician I (Americas East)

The Nature Conservancy

3d • Remote

About The Position

What We Can Achieve Together: 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 (Americas East)– 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 position is open to all US residents with preference to those in the eastern time zones. RESPONSIBILITIES & SCOPE 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. We’re Looking for You: 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 ideal candidate will have all or some of the qualifications. If you don’t have all of them, please apply anyway and tell us about your skills and experience.

Requirements

• 2 years of work experience troubleshooting computer and network systems.
• 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 (if required).

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.

Benefits

• TNC offers a competitive, comprehensive benefits package including health care benefits, flexible spending accounts, a 401(k) plan with an 8% employer match, parental leave, accrued paid time off, life insurance, disability coverage, employee assistance program, other life and work well-being benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed