IT Support Specialist

IT Support Specialist

The IT Support Specialist serves as the primary point of contact for technology support across World Renew's global operations. This role provides Level 1 and Level 2 technical support, manages end-user technology assets, delivers user training, maintains IT documentation, and contributes to secure, reliable, and mission-aligned technology services worldwide.

The IT Support Specialist partners with employees across multiple locations and time zones to resolve technology issues, improve service delivery, promote technology adoption, and support the effective use of systems and tools that enable World Renew's humanitarian mission.

We do not discriminate based on disability, culture, ethnicity, or gender, and welcome and encourage people from diverse backgrounds to apply.

Essential Duties And Responsibilities

Helpdesk Management & Technical Support

• Provide Level 1 and Level 2 technical support through Microsoft Teams, email, phone, and the IT Service Management platform.
• Serve as the primary point of contact for employees seeking assistance with technology-related issues.
• Troubleshoot and resolve incidents involving Microsoft 365, Windows operating systems, hardware, software applications, mobile devices, collaboration tools, printers, and business applications.
• Analyze technical issues, identify solutions, and resolve requests while ensuring a positive user experience.
• Document user interactions, troubleshooting steps, resolutions, and follow-up activities within the IT service management system.
• Communicate clearly and professionally throughout the support lifecycle.
• Escalate complex technical issues while maintaining ownership through resolution.
• Support employees across multiple countries, offices, and time zones, including remote and low-bandwidth environments.
• Assist with employee onboarding and offboarding processes, including account provisioning, equipment setup, and technology access.

Technology Asset & Inventory Management

• Maintain accurate inventory records for hardware, software licenses, mobile devices, peripherals, and other technology assets.
• Track asset assignments, warranties, lifecycle management, replacements, and disposal activities.
• Conduct periodic inventory audits and reconciliations to ensure asset accuracy and compliance.
• Coordinate procurement, deployment, recovery, and refresh activities for end-user technology equipment.
• Maintain documentation related to equipment assignment and technology resources.

User Training & Technology Adoption

• Provide technology onboarding and ongoing support training for employees.
• Deliver training related to Microsoft 365, cybersecurity awareness, collaboration platforms, and organizational technology systems.
• Develop user guides, quick-reference materials, and self-service resources to improve technology adoption.
• Support employees in effectively using technology tools to improve productivity and collaboration.

Documentation & Knowledge Management

• Create, maintain, and improve technical documentation, procedures, and troubleshooting guides.
• Develop and maintain IT knowledge base resources to support employee self-service.
• Document recurring issues, root causes, solutions, and best practices.
• Ensure documentation remains current and aligned with technology changes, policies, and procedures.

Security, Quality & Compliance

• Follow established IT support, security, and documentation standards.
• Support cybersecurity practices including multi-factor authentication (MFA), endpoint protection, access controls, and security awareness initiatives.
• Protect confidential employee, organizational, partner, and beneficiary information.
• Support compliance with organizational technology policies, ITIL practices, and cybersecurity standards.
• Contribute to continuous improvement efforts that enhance IT service quality and security.

Collaboration & Continuous Improvement

• Collaborate with global IT team members and vendors to improve technology services and user experience.
• Identify recurring technology issues and recommend process improvements.
• Participate in IT projects, system implementations, technology upgrades, and organizational initiatives.
• Assist with testing, deployment, and adoption of new technology solutions.
• Contribute recommendations that improve operational efficiency, security, and service delivery.

Additional Responsibilities

Perform other duties as assigned

The IT Support Specialist may provide functional support, guidance, and knowledge sharing to employees, vendors, consultants, or project team members related to technology services and initiatives.

Knowledge, Skills, Abilities Required

• Able to respect and support the mission, vision, and values of World Renew.
• Demonstrated commitment to Christ and ability to recognize this position as one that contributes to the work of His Kingdom.
• Familiarity with the Reformed faith and tradition as practiced by the CRCNA.
• Demonstrated commitment to contribute to and promote a work environment that values diversity, inclusion, and equity.
• Committed to working toward gender equality, equity, and justice in all aspects of programming, plans, policies, and organizational structure.
• Strong technical troubleshooting and problem-solving skills.
• Strong knowledge of Microsoft 365 applications, Windows operating systems, hardware, and workplace technology solutions.
• Experience supporting IT Service Management (ITSM) platforms and ticketing systems.
• Ability to provide technical support in remote and low-bandwidth environments.
• Knowledge of ITIL principles, cybersecurity practices, and technology service management.
• Ability to explain technical concepts clearly to users with varying levels of technical knowledge.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Strong customer service mindset and commitment to supporting employees.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work independently while collaborating effectively with a global team.
• Demonstrated commitment to continuous learning and process improvement.

Preferred Certifications

• ITIL Foundation Certification preferred.
• Microsoft 365 certifications preferred.
• CompTIA A+ or equivalent technical certifications preferred.
• Additional cybersecurity or IT service management certifications preferred.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or related field required.
• Minimum of 5–7 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations roles.
• Experience supporting geographically distributed users in a global organization required.
• Experience working with IT Service Management (ITSM) platforms and ticketing systems required.
• Experience supporting remote employees and international operations preferred.
• Experience working in a mission-driven or humanitarian organization preferred.

Language Skills

• Fluency in English with strong verbal and written communication skills.
• Ability to communicate technical information clearly and effectively with employees from diverse cultural and technical backgrounds.

Physical Demands & Work Environment

• Primarily computer-based work; sitting for extended periods.
• Occasional walking, standing, and handling of technology equipment.
• May require occasional lifting and movement of computer equipment and peripherals.
• No significant exposure to adverse environmental conditions.

Reasonable accommodations will be made for individuals with disabilities.