End User Support

Department 0943 - Back Office Relationship & IT

Performs technical support duties and carry out responsibilities in the following areas (including, but not limited to): troubleshooting, training, and general support of any end user software or hardware.

• Provide technical support to ICANN staff and contractors using ICANN information systems
• Onboarding, offboarding and access management of ICANN human resources
• Maintain IT hardware, software and licenses, including but not limited to the ordering, receiving, distribution and discontinuation of inventory
• Manage the technical aspects of both physical and remote ICANN meetings at the request of staff both internal and external to the IT department
• Manage and troubleshoot any desktop, phone, printer, or AV system for local and remote end users
• Execute IT on-boarding and off-boarding procedure
• Manage and implement the migration of existing staff to new and/or upgraded technologies
• Clearly communicate, proactively interface, and effectively train staff in the use of existing systems and implementation of troubleshooting procedures
• Administer end user accounts as necessary
• Be on call per preset schedule, proactively checking internal communications systems
• Be available at all times, except during prescheduled vacations, to assist end users when necessary
• 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, including Windows, Mac OS and application support experience with Outlook and MS Office Suite
• Strong working knowledge of computer networking
• Proven ability to compose clear reports, summaries and other written communication
• Detail-oriented and organized with the ability to multi-task
• Ability to solve complex issues in an ambiguous environment
• Curiosity and passion for the development of the Internet
• Ability to work with highly diverse workforce
• Ability to work independently (self motivated)

• Associate’s or Bachelor’s Degree preferred
• Minimum two (2) years of related technical support experience or equivalent

• Fluency, both written and spoken, in English is required
• ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English

• Work is performed in a normal office environment with limited privacy and some exposure to background noise
• While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• The employee may occasionally lift and/or move up to 25 pounds

Targeted Base Salary High:

Note: The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate’s location, work experience, knowledge, skills and other compensable factors.