Purpose

This role exists so that staff have a working, supported technology setup from their first day and a single internal point of contact when something breaks. It configures and deploys equipment, resolves end-user issues at first contact where possible, escalates what it cannot resolve to second- and third-level subject-matter experts, trains staff on the tools they use, and keeps the technology inventory, documentation, and shared IT spaces in order. This position is a part of Operations and provides On-site DC and remote support across staff and works closely with our Managed Services Provider

Scope

Area of impact —  what this role reaches

Its own work. The role supports every employee and every end-user device across the organization, but the output is support delivered to individuals: tickets resolved, equipment deployed, questions answered. It does not set how technology support runs and does not hold authority over other teams, the managed service provider, or vendors.

Freedom to act —  what this role decides without approval

Decides how to troubleshoot and resolve an end-user issue within its own technical competence, and whether an issue can be resolved at first contact or must be escalated. Decides how to categorize and prioritize a ticket at intake. Decides the order in which its own work is done.

Works within frameworks set elsewhere. Service-level agreements, escalation paths, procurement authority, licensing decisions, system upgrades, and departmental processes are set by the Director, Operations & Infrastructure and by the technology vendors the role coordinates with. The role escalates to second- and third-level subject-matter experts per those agreements and follows up.

Accountable for  —  the results this role answers for

End-user issues resolved or escalated promptly and recorded accurately in the service desk tool. New staff set up and oriented on day one. An accurate inventory of hardware, software, and licenses. Current FAQ documents, knowledge articles, and user guides. Conference room equipment accounted for and working.

Not accountable for  —  where the boundary sits

Not accountable for second- or third-level technical resolution, which sits with the subject-matter experts and vendors the role escalates to. Not accountable for technology strategy, procurement authority, licensing decisions, or system upgrade decisions, which sit with the Senior Manager, Operations & Administration. Not accountable for network or infrastructure engineering.

[Coverage during absence not stated in the October 2024 job description. Senior Manager to confirm.]

Key essential functions and accountabilities

Technical support  (65%)

• Configure and deploy desktops, laptops, mobile devices, printers, and other peripherals, and perform troubleshooting, diagnostic, and maintenance actions on them. This role will also have the ability to remote into staff computers using approved tools from the Managed Service Provider.
• Triage issues and service requests via the trouble ticketing system and support email mailbox; troubleshoot end-user issues and resolve upon first contact when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority, in the IT service desk tool.
• Escalate issues to appropriate second- and third-level subject-matter experts per service-level agreements and follow up on incidents when appropriate.
• Leverage internal and external resources (knowledge bases, manuals, support sites, or vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident and service request tickets and perform follow-ups.
• Advocate for the end user to ensure they receive high-quality and timely service and support.
• Provide one-on-one informal training to staff when required; provide the onboarding IT overview to new staff on their first day and serve as the point of contact for equipment setup issues.
• Provide "how to" assistance on internally supported devices, applications, and systems.
• Build relationships with second- and third-level subject-matter experts to ensure IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Prepare and assign new hire devices, complete approved IT set up and first day orientation,
• Perform password resets.
• Recover equipment at departure, update inventory, and coordinate access removals 

Department administration (25%)

• Handle software and hardware procurement, registration, inventory, and storage.
• Track and document software licensing and maintenance.
• Track end-user hardware assets.
• Contribute to the creation, facilitation, and maintenance of FAQ documents, knowledge articles, and user guides.
• Document helpdesk issues and other departmental processes.
• Organize and maintain storage facilities, server and network rooms, and IT work areas; ensure conference room equipment is accounted for and in working order.
• Help the Operations team with office cleanliness when they are out of the office.

Other functions (10%)

• Assist in implementing end-user system upgrades, maintain laptop images, and perform general end-user maintenance and upgrades.
• Provide input to projects as needed.
• Performs other duties as assigned within the scope and grade of this role.

Capabilities

Knowledge, skills and abilities

Knowledge of:

• Desktop, laptop, mobile device, and peripheral setup and troubleshooting (strong working knowledge).
• Operating systems (Windows, macOS) and mobile platforms (iOS, Android).
• Networking fundamentals for troubleshooting connectivity issues.
• Office productivity tools such as Microsoft Office and integrated collaboration tools such as Zoom, Microsoft Teams, and Slack.
• Ticketing systems and IT service desk operations.
• Refugee issues and global affairs.

Skills in:

• Assessing and resolving hardware and software issues.
• Customer service, with strong written and verbal communication.
• Microsoft applications and other programs and software in use at the organization.

Ability to:

• Adapt and quickly learn new systems, tools, and technologies.
• Maintain a high level of detail orientation and organization.
• Work collaboratively in a team environment and build effective relationships.
• Take a proactive approach to identifying issues and implementing solutions.
• Show patience and empathy when handling end-user inquiries and support.
• Work in service of U4U's mission.

Experience

At least 4 to 6 years of relevant IT and customer service experience.

Education, certifications and licenses

Associate's degree in information technology or computer science; Bachelor's degree preferred. CompTIA A+ certification required in lieu of education.

Work environment and physical demands

This position operates in a professional office environment and may be performed in-office, remotely, or in a hybrid setting, depending on organizational requirements and role-specific expectations. Employees are expected to maintain a workspace that supports productive and confidential work, whether on-site or remote.

While performing the duties of this job, the employee is regularly required to communicate and exchange information clearly and effectively. The role is primarily sedentary and involves frequent use of computers and standard office equipment. Tasks may require prolonged periods of sitting and operating technology at a workstation. Occasional movement within the work environment may be necessary. The employee may frequently lift or move items up to 10 pounds and occasionally more without assistance.

The typical work environment has moderate noise levels and controlled lighting and temperature. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Organizational commitment

At USA for UNHCR, we are proud to cultivate a workplace that reflects and respects the rich diversity of the communities we serve. We believe that varied backgrounds, perspectives, and lived experiences make our team stronger, more creative, and better equipped to drive meaningful impact.

We are committed to equity and inclusion at every level of our organization. Excellence is not one-dimensional. It emerges through collaboration across lines of difference. We welcome and support employees and candidates of all races, ethnicities, national origins, religions, gender identities, sexual orientations, physical abilities, veteran statuses, and citizenship statuses.

We actively encourage individuals from historically underrepresented communities to apply and contribute to our mission of building a world without refugees.

Our values

• The heads and hearts of our team members are committed to our mission.
• We are committed to continuous evolution, finding the best course of action and taking it.
• We are open and honest, with each other and with our donors, partners and other stakeholders.
• Cutting Edge. We aspire to be pioneers and find new approaches to connect others with our mission.
• Data Driven. We analyze data, facts and trends to understand our circumstances, and act on what we learn.
• Forward Thinking. We are outcome oriented and focused on what is ahead.

Acknowledgement

I have received, reviewed and understand the information contained within this job description for my position.