FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
IT Operations & Support Associate
International Justice Mission. Provide Tier 1 and Tier 2 support for IT services and applications globally .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 1 and Tier 2 IT support, troubleshooting a variety of operating systems and applications, and managing incidents using ServiceNow. Proficient in configuring and supporting mobile devices, A/V systems, and cloud-based applications while ensuring effective documentation and user training.
Highest-signal resume keywords
IT Support ExperienceServiceNow ProficiencyMicrosoft 365 SupportIncident ManagementA/V Systems Troubleshooting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Microsoft WindowsTroubleshooting macOSMicrosoft 365ServiceNowActive DirectoryMicrosoft Entra IDWindows 11Microsoft IntuneAutopilotCloud-Based Applications
Soft Skills
CollaborationTraining DevelopmentDocumentation SkillsProblem-SolvingCommunication
Tools & Technologies
ServiceNowPrintixZoom RoomsMicrosoft TeamsLAN/WAN Connectivity
Certifications & Qualifications
CompTIA A+HDI CertificationITIL Foundation
Industry Keywords
IT SupportIncident ManagementChange ManagementProblem ManagementUser Adoption
Tech Stack
Tools & technologiesAndroidAzureCloudITSMMacOSServiceNow
About the role
Key responsibilities & impact- Provide Tier 1 and Tier 2 support for IT services and applications globally
- Troubleshoot Microsoft Windows, macOS, Microsoft 365, SharePoint, LAN/WAN connectivity, hardware, peripherals, and Printix network/cloud printing
- Support, deploy, and configure Apple and Android mobile devices
- Track, escalate, and document ServiceNow tickets with troubleshooting steps, history, and resolutions
- Configure and set up Windows and Mac desktop and laptop hardware
- Provide Tier 1 and Tier 2 support for Microsoft Teams, Zoom Rooms, and A/V systems
- Assist with Entra/Azure AD account provisioning, deprovisioning, password resets, and group membership
- Provide Tier 1 local network support
- Assist with device inventory management and database accuracy
- Collaborate with project teams on adoption and change management strategies
- Assist in IT system license cleanup, user adoption, and system optimization
- Develop knowledgebase articles and maintain helpdesk and systems documentation
- Conduct online and in-person knowledge-sharing and training sessions
- Develop and deliver training on new systems
- Participate in IJM’s community of Spiritual Formation
- Report to the Director, IT Services
- Support IJM’s mission to protect vulnerable people from violence worldwide
Requirements
What you’ll need- 3 to 5 years of experience in an IT support role, including experience in a global organization, is required
- A bachelor’s degree in information technology or a related field is preferred; candidates without a bachelor’s degree must hold either a CompTIA A+ or HDI certification
- ITIL Foundation certification is preferred
- Solid experience managing incidents and service requests using ServiceNow or a comparable ITSM platform
- Familiarity with ITIL practices, including Incident, Problem, and Change Management, CMDB, and Service Request workflows
- Demonstrated ability to troubleshoot and resolve technical issues and document troubleshooting steps, findings, and resolutions
- Familiarity with root cause analysis and Problem Management
- Experience with endpoint and operating system management, including Windows 11, macOS, Microsoft Intune, and Autopilot
- Understanding of identity and access management platforms, including Active Directory and Microsoft Entra ID
- Experience with Microsoft 365 productivity and collaboration applications
- Hands-on experience supporting and troubleshooting A/V systems and video conferencing technologies
- Experience supporting remote users and cloud-based applications, with working knowledge of cloud platforms, network protocols, printer management, and general end-user support
- Fluency in English required
- Current authorization to work in the United States required; visa sponsorship is unavailable now and in the future
- Christian faith consistent with the Apostles’ Creed required for employment
- Successful background check, police clearance, and reference checks required
Benefits
Comp & perks- Comprehensive Medical/Dental/Vision benefits
- Monthly commuter and parking benefits in the DC metro area
- Retirement benefit options
- Paid leave starting at 23 days
- 12 holidays (plus early release the day prior)
- Daily, quarterly, and annual community spiritual formation
- Robust staff care resources