The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization

rvice Delivery & Operations

• Maintain accurate and timely documentation for incidents, resolutions, procedures, and asset records on ServiceNow
• Escalate 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 users
• Support onboarding and offboarding activities, including account updates, access provisioning, and equipment coordination as per the SOPs
• Contribute to service improvements by identifying recurring issues, process gaps, and opportunities for automation.
• Participate in continuous improvement initiatives and IT projects as assigned.
• AV Support

Customer Service & Communication

• Serve 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 users
• Set realistic expectations regarding resolution timelines and next steps
• Collaborate effectively with senior specialists, infrastructure teams, and vendors during escalations and issue resolution.
• Ensure ticket documentation clearly reflects issues, troubleshooting steps, and final resolutions

Technical Responsibilities

• Provide Tier 1 and Tier 1.5 support via phone, remote, and on-site assistance
• Diagnose and resolve routine hardware, software, and connectivity issues using established processes
• Administer, configure, support, and troubleshoot end-user devices
• Install, configure, maintain, and support end-user infrastructure and applications
• Support Windows and macOS workstations, mobile devices, printers, LAN, AV, video conferencing, and telephony systems
• Troubleshoot Microsoft 365 applications and other business software
• Support VPN connectivity, network printers, email configuration, and authentication issues
• Manage user accounts, groups, and permissions in Active Directory, Azure AD, and Microsoft 365
• Perform workstation imaging,deployment,and configuration
  • Provide basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
  • Support MFA, SSO-based authentication, password recovery, and secure remote access
  • Assist with Security related incidents

  Administrative Tasks & Documentation

  • Create, update, validate, and publish technical and business-facing knowledge base articles
  • Ensure all tickets include detailed and accurate work notes
  • Analyze incident and service request trends to support proactive problem resolution and SLA compliance
  • Manage IT inventory, licenses, and support records
  • Track incidents from initial report through resolution
  • Support queue management, prioritization, and scheduling in alignment with Service Desk leadership

  Mentoring & Team Support

  • Mentor and support junior team members and interns, contributing to technical development
  • Provide feedback and coaching to support performance improvement
  • Participate in performance reviews and identify trends that may require formal problem management

  Key Working Relationships

  • Reports to: Team Leads

  Internal Contacts

  • Service Desk team members, System Engineers, Desktop Engineers, Network Engineers,knowledge Base Manager

    External Contacts

    • Technology vendors and service providers, including hardware, software, and managed service partners

    Job Requirements
    Education & Certifications

    • College degree or equivalent combination of education and certifications
    • Relevant certifications or experience may include:
    • CompTIA A+, Network+ certification
    • Active Directory / AD management tools
    • Microsoft 365, Azure AD
    • Endpoint management tools (Intune, SCCM)
    • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
    • ITIL or IT service management practices certification
    • MFA and identity management

    Experience & Skills

    • Minimum of 1- 3 years experience in a help desk or desktop support role
    • Strong hands-on troubleshooting and diagnostic skills
    • Solid understanding of desktop operating systems and enterprise applications
    • Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools
    • Ability to analyze logs, perform root-cause analysis, and apply documented solutions
    • Strong organizational skills with the ability to prioritize and multitask
    • Excellent customer service and interpersonal skills, including support for executive or VIP users
    • Strong written and verbal communication skills
    • Proven documentation and knowledge-sharing abilities
    • Ability to work effectively both independently and collaboratively

     

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