IT Support Specialist

ABOUT THE COMPANY

The International Rescue Committee responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is at work in over 40 countries and 26 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities.

JOB SUMMARY

Education & CertificationsCollege degree or equivalent combination of education and certificationsRelevant certifications or experience may include:CompTIA A+, Network+ certificationActive Directory / AD management toolsMicrosoft 365, Azure ADEndpoint management tools (Intune, SCCM)Networking fundamentals (TCP/IP, DNS, DHCP, VPN)ITIL or IT service management practices certificationMFA and identity managementExperience & SkillsMinimum of 1- 3 years experience in a help desk or desktop support roleStrong hands-on troubleshooting and diagnostic skillsSolid understanding of desktop operating systems and enterprise applicationsWorking knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management toolsAbility to analyze logs, perform root-cause analysis, and apply documented solutionsStrong organizational skills with the ability to prioritize and multitaskExcellent customer service and interpersonal skills, including support for executive or VIP usersStrong written and verbal communication skillsProven documentation and knowledge-sharing abilitiesAbility to work effectively both independently and collaboratively

RESPONSIBILITIES

Service Delivery & OperationsMaintain accurate and timely documentation for incidents, resolutions, procedures, and asset records on ServiceNowEscalate complex or unresolved issues to senior specialists or third-line teams with clear technical context.Monitor service queues, follow up on aging tickets, and ensure timely, professional communication with usersSupport onboarding and offboarding activities, including account updates, access provisioning, and equipment coordination as per the SOPsContribute to service improvements by identifying recurring issues, process gaps, and opportunities for automation.Participate in continuous improvement initiatives and IT projects as assigned.AV SupportCustomer Service & CommunicationServe as a primary point of contact (Tier1 and Tier 1.5) for end users, providing clear, timely, and professional updates on incidents and service requests.Communicate technical concepts and IT policies in a clear, service-oriented manner to non-technical usersSet realistic expectations regarding resolution timelines and next stepsCollaborate effectively with senior specialists, infrastructure teams, and vendors during escalations and issue resolution.Ensure ticket documentation clearly reflects issues, troubleshooting steps, and final resolutionsTechnical ResponsibilitiesProvide Tier 1 and Tier 1.5 support via phone, remote, and on-site assistanceDiagnose and resolve routine hardware, software, and connectivity issues using established processesAdminister, configure, support, and troubleshoot end-user devicesInstall, configure, maintain, and support end-user infrastructure and applicationsSupport Windows and macOS workstations, mobile devices, printers, LAN, AV, video conferencing, and telephony systemsTroubleshoot Microsoft 365 applications and other business softwareSupport VPN connectivity, network printers, email configuration, and authentication issuesManage user accounts, groups, and permissions in Active Directory, Azure AD, and Microsoft 365Perform workstation imaging, deployment, and configurationProvide basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)Support MFA, SSO-based authentication, password recovery, and secure remote accessAssist with Security related incidentsAdministrative Tasks & DocumentationCreate, update, validate, and publish technical and business-facing knowledge base articlesEnsure all tickets include detailed and accurate work notesAnalyze incident and service request trends to support proactive problem resolution and SLA complianceManage IT inventory, licenses, and support recordsTrack incidents from initial report through resolutionSupport queue management, prioritization, and scheduling in alignment with Service Desk leadershipMentoring & Team SupportMentor and support junior team members and interns, contributing to technical developmentProvide feedback and coaching to support performance improvementParticipate in performance reviews and identify trends that may require formal problem management

REQUIRED SKILLS

IT support, Computer, laptop maintenance and repair, IT equipment installation and configuration, Troubleshooting, User management and administration

REQUIRED EDUCATION

Bachelor's degree