IT Operations & Support Associate

International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1,200 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions, protect half a billion, and make justice unstoppable. We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve.

We provide professional excellence with joy and celebration to all those we serve. The Need For over 25 years, IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade, IJM’s Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty.

As we grow to expand our impact to protect 500 million people from violence, we are seeking a IT Operations & Support Associate (Service Desk) as a mid-level technical support role within IJM’s Global Technology Services team. This position provides Tier 1–2 support to IJM staff globally and is responsible for resolving more complex technical issues, mentoring junior analysts, and contributing to IT training and documentation.

The Service Desk Technician is a key role in ensuring consistent service delivery and supporting IT operations. This position is hybrid (onsite 3-4 days/week). It reports to Director, IT Services and requires current authorization to work in the United States. Visa sponsorship is not available for this position, now or in the future.

• General Service Desk Support Provides Tier 1 and Tier 2 support to resolve problems with IT services and applications while meeting customer service standards, including displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, and communicating clearly;
• Proactively troubleshoot hardware and software issues including, but not limited to:
  Microsoft Windows;
  Mac OSX, Microsoft 365, Microsoft SharePoint, LAN/WAN connectivity, workstation and laptop hardware components and peripherals, and network/cloud printing (Printix);
• Provide support, deployment and configuration assistance for Apple and Android-based mobile devices;
• Accurately tracks, escalates, and documents tickets with clear troubleshooting steps, history, and resolutions in Service Now;
• Configure and set up new Windows and MAC desktop and laptop hardware; and
• Provide tier 1 and 2 support for Microsoft Teams, Zoom Rooms, and A/V systems.

• Assist with user account management in Entra (Azure AD), including provisioning and deprovisioning; and
• Assist users with password resets and group membership.

• Provide tier 1 local network support;
• Assist with device inventory management tasks, including physical organization and maintaining database accuracy;
• Collaborate with project teams to implement adoption and change management strategies;
• Assist in co-managing various aspects of IT systems, including license cleanup, user adoption, and system optimization.

• Develop knowledgebase solutions (KBAs) for IJM software, systems, and processes;
• Conduct online and in-person knowledge sharing and training sessions with peers;
• Maintain good documentation through helpdesk ticketing system and systems documentation processes; and
• Develop and deliver training to staff on new systems.

Participate in IJM’s community of Spiritual Formation

• 3 to 5 years of experience in an IT support role, including experience in a global organization, is required;
• A bachelor’s degree in information technology or a related field is preferred.
• Candidates without a bachelor’s degree in information…