End User Support 2

Job Summary Performs technical support duties and carry out responsibilities in the following areas (including, but not limited to): troubleshooting, training, and general support of any end user software or hardware. Key Responsibilities & Duties Provide technical support to ICANN staff and contractors using ICANN information systemsOnboarding, offboarding and access management of ICANN human resourcesMaintain IT hardware, software and licenses, including but not limited to the ordering, receiving, distribution and discontinuation of inventoryManage the technical aspects of both physical and remote ICANN meetings at the request of staff both internal and external to the IT departmentManage and troubleshoot any desktop, phone, printer, or AV system for local and remote end usersExecute IT on-boarding and off-boarding procedureManage and implement the migration of existing staff to new and/or upgraded technologiesClearly communicate, proactively interface, and effectively train staff in the use of existing systems and implementation of troubleshooting proceduresAdminister end user accounts as necessaryBe on call per preset schedule, proactively checking internal communications systemsBe available at all times, except during prescheduled vacations, to assist end users when necessaryOther duties as assigned or requested Required Knowledge, Skills, and Abilities (KSAs) Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Proficiency using desktop and server operating systems, including Windows, Mac OS and application support experience with Outlook and MS Office SuiteStrong working knowledge of computer networkingProven ability to compose clear reports, summaries and other written communicationDetail-oriented and organized with the ability to multi-taskAbility to solve complex issues in an ambiguous environmentCuriosity and passion for the development of the InternetAbility to work with highly diverse workforceAbility to work independently (self motivated)Flexible availability Education and Experience Requirements Associate’s or Bachelor’s Degree preferredMinimum two (2) years of related technical support experience or equivalent Language Fluency, both written and spoken, in English is requiredICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English Working Conditions & Physical Requirements Work is performed in a normal office environment with limited privacy and some exposure to background noiseWhile performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.The employee may occasionally lift and/or move up to 25 pounds Targeted Base Salary Low $60,000 + 10% Bonus + Benefits Targeted Base Salary High $80,000 + 10% Bonus + Benefits Note: The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate’s location, work experience, knowledge, skills and other compensable factors.