End User Support

Job Summary

We are looking for a tech-savvy, customer-focused End User Support individual to join our IT team. In this role, you will be the go-to expert for providing hands-on and remote technical support to ICANN staff, contractors, and Board members. You’ll support end users with hardware, software, collaboration tools, meeting services, and IT processes – helping maintain a productive, connected, and secure work environment across office and remote settings.

In this role, you will take full ownership of the end-to-end user experience, from onboarding through daily support to issue resolution and continuous improvement.

• Provide responsive on-site and remote support for desktops, laptops, mobile devices, peripherals, and user applications; own the user experience end to end.
• Diagnose and resolve issues with Windows/MacOS operating systems and common business applications.
• Act as remote hands for the infrastructure and network teams, assisting with server room or network tasks as directed.
• Participate in on-call rotations as scheduled, proactively monitoring internal systems

• Follow IT’s service delivery model by properly logging, tracking, and managing all user requests, incidents, and tasks through the designated ITSM ticketing system.
• Support and adhere to the Joiner-Mover-Leaver (JML) process, including onboarding and offboarding tasks, account provisioning, and access controls.
• Coordinate with HR and security teams to enforce compliance and ensure timely execution of IT-related changes.
• Adhere to IT policies and procedures, and ensure their enforcement during all end user support activities—including those related to data retention, preservation, and compliance.

• Administer software licenses and provide frontline support for end user productivity tools including Microsoft 365, Zoom, Slack, and other collaboration platforms.
• Assist with user training and troubleshooting to ensure effective use of productivity tools.
• Promote and enforce best practices in security awareness, including responsible use of systems, password hygiene, and data handling.

• Support IT projects within the end user support remit (e.g., hardware refreshes, software rollouts, user training programs, or new service implementations).
• Actively support cross-functional IT projects by providing input and implementation support related to end user needs, experience, and system adoption.
• Contribute to continuous improvement initiatives by identifying trends, gathering user feedback, and recommending enhancements to tools, processes, and service delivery that improve the overall end user experience.

• Travel to local or regional offices as well as both in-person and hybrid ICANN ICANN events to provide high-touch support, including setup, troubleshooting, and real-time assistance
• Ensure seamless execution of hybrid meetings, town halls, and video conferencing sessions as needed.
• Provide Level 1 support for conference room AV systems, digital displays, and meeting equipment.
• Maintain and test room technology to ensure availability and performance.

• Deploy, configure, and maintain end-user hardware including desktops, laptops, printers, and mobile devices.
• Maintain accurate IT asset inventory and oversee lifecycle management.

• Create and maintain documentation including knowledge base articles and user guides.
• Provide end-user training and communicate changes in IT services or tools.
• Other duties as assigned or requested

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

• Proficiency using desktop and server operating systems and application support experience with Microsoft, Apple, and Google solutions
• Strong understanding of hardware support, mobile device management (MDM), and remote assistance tools
• Experience with AV equipment, Zoom Rooms, and conference room technologies
• Knowledge of ITIL or similar service…