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Sr. Technician, Service Desk

Guatemala, Latin America

Who We Are

International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our global team of over 1,200 professionals are at work in over 30 offices. Together, we are catalyzing a global revolution that will rescue millions, protect half a billion, and make justice unstoppable.

Motivated by God’s call to seek justice for the oppressed, we believe that the way we work is as important as the results we achieve. We are a global community that cares for one another. We value joy and celebration, and we strive to provide professional excellence to all those we serve.


The Need

After 25 years of continued growth and operational success in pioneering the work of protecting those who are experiencing poverty from violence, IJM has become a $100+ million organization. As IJM continues this trajectory of growth and scaling of its impact, with the Vision to protect 500 million people by the year 2030, IJM’s Global Manager, Global Service Desk is seeking a Sr. Technician, Service Desk, Latin America.

Information and communication are among the most vital pieces of securing justice for victims of violent oppression. Supporting these systems has a direct impact on the work of International Justice Mission’s (IJM) global staff. IJM is seeking a professional and dynamic individual, motivated by faith and the biblical call to justice, to join the Global Service Desk team that provides technology support for staff across IJM’s global offices in 5 regions worldwide. This successful candidate will be an effective technical problem solver, be customer service driven and provide support for a growing global organization.

This position is based in Guatemala City, Guatemala and will report to the Global Manager, Global Service Desk with a dotted-line reporting relationship to the Global Manager, Technical Training & Adoption.


Responsibilities:

General Service Desk Support

  • Provides first level support to resolve problems with IT services and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly);

  • Proactively troubleshoot hardware and software issues including, but not limited to: Mac OSX, Microsoft Windows 7 and 10 operating systems; Windows Server, Microsoft Office, Office 365, Microsoft SharePoint, LAN/WAN connectivity, workstation and laptop hardware components and peripherals, and network printing;

  • Provide support, deployment and configuration assistance for Apple and Android-based mobile devices;

  • Accurately tracks and routes escalated incident and request tickets providing thorough documentation of troubleshooting, history, and resolution;

  • Receive and configure new desktop and laptop hardware; and

  • Familiarity with video conferencing and A/V management.

User Account Management

  • Assist in provisioning and deprovisioning of user accounts in Active Directory, Salesforce, Workday, and other IJM applications & services.

Documentation and Training

  • Develop knowledgebase solutions for IJM software, systems, and processes;

  • Develop training and eLearning materials in accordance with IT Training standards;

  • Collaborate with project teams to implement adoption and change management strategies;

  • Conduct online and in-person knowledge sharing and training sessions with peers;

  • Maintain good documentation through helpdesk ticketing system and systems documentation processes; and

  • Develop and deliver training to staff on new systems.


Requirements:

  • College degree preferred; will consider an equivalent combination of education and experience providing technology and analytical support;

  • 2 to 4 years of experience in a service desk or IT support function;

  • 1 to 3 years of training across culturally diverse audiences;

  • Possess working knowledge of client/server technology, network protocols and the skill sets to troubleshoot end-user workstations;

  • Operational proficiencies in Windows 10/11, Microsoft Office, Office 365, network support, and printer management;

  • Familiarity with concepts of Incident Management, Problem Management, Change Management, CMDB, Service Requests and their practical application is required;

  • Proven experience managing incidents and requests through a service desk platform. Experience with ServiceNow preferred;

  • Proven experience supporting cloud-based applications;

  • Experience with remote desktop support software;

  • HDI & ITIL foundations certification preferred;

  • Excellent communication, interpersonal skills, and ability to deliver training to both technical and non-technical users;

  • Bilingual fluency in Spanish and English; and

  • This position will require frequent travel outside Guatemala. Additionally, the position requires flexible hours with the possibility of working nights and weekends.


Critical Qualities:

  • Mature orthodox Christian faith as defined by the Apostles’ Creed;

  • Possess desire and ability to analyze problems to find the best solution for both hardware and software systems;

  • Ability and desire to work independently with administrative capacity to manage multiple projects and tasks simultaneously to completion with minimal oversight;

  • Ability to effectively manage time according to changing priorities both self-discovered and as directed; and

  • Adept at providing quality customer-service and training to a variety of constituencies.


Upload Resume, Cover Letter & Statement of Faith* in one document.

*What is a statement of faith?
A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with IJM. The statement can either be incorporated into the cover letter or submitted as a separate document and should include, at a minimum, a description of your spiritual disciplines (prayer, study, etc.) and your current fellowship or place of worship.

Media Contact

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More Information

Petra Kooman

Director of Marketing and Public Relations
pkooman@ijm.ca
519.679.5030 x.229

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