End User Support

About the role

We are looking for a tech-savvy, customer-focused End User Support individual to join our IT team. In this role, you will be the go-to expert for providing hands-on and remote technical support to ICANN staff, contractors, and Board members. You’ll support end users with hardware, software, collaboration tools, meeting services, and IT processes—helping maintain a productive, connected, and secure work environment across office and remote settings. You will take full ownership of the end-to-end user experience, from onboarding through daily support to issue resolution and continuous improvement.

Responsibilities

• Technical Support & Troubleshooting
  • Provide responsive on-site and remote support for desktops, laptops, mobile devices, peripherals, and user applications; own the user experience end to end.
  • Diagnose and resolve issues with Windows/MacOS operating systems and common business applications.
  • Act as remote hands for the infrastructure and network teams, assisting with server room or network tasks as directed.
  • Participate in on-call rotations as scheduled, proactively monitoring internal systems.
• User Lifecycle Management and IT Compliance
  • Follow IT’s service delivery model by properly logging, tracking, and managing all user requests, incidents, and tasks through the designated ITSM ticketing system.
  • Support and adhere to the Joiner-Mover-Leaver (JML) process, including onboarding and offboarding tasks, account provisioning, and access controls.
  • Coordinate with HR and security teams to enforce compliance and ensure timely execution of IT-related changes.
  • Adhere to IT policies and procedures, ensuring their enforcement during all end user support activities—including those related to data retention, preservation, and compliance.
• Collaboration & Productivity Tools
  • Administer software licenses and provide frontline support for end user productivity tools including Microsoft 365, Zoom, Slack, and other collaboration platforms.
  • Assist with user training and troubleshooting to ensure effective use of productivity tools.
  • Promote and enforce best practices in security awareness, including responsible use of systems, password hygiene, and data handling.
• Project Support & Initiative
  • Support IT projects within the end user support remit (e.g., hardware refreshes, software rollouts, user training programs, or new service implementations).
  • Actively support cross-functional IT projects by providing input and implementation support related to end user needs, experience, and system adoption.
  • Contribute to continuous improvement initiatives by identifying trends, gathering user feedback, and recommending enhancements to tools, processes, and service delivery.
• Conference Room & Meeting Support
  • Travel to local or regional offices as well as both in-person and hybrid ICANN events to provide high-touch support, including setup, troubleshooting, and real-time assistance.
  • Ensure seamless execution of hybrid meetings, town halls, and video conferencing sessions as needed.
  • Provide Level 1 support for conference room AV systems, digital displays, and meeting equipment.
  • Maintain and test room technology to ensure availability and performance.
• Hardware & Asset Management
  • Deploy, configure, and maintain end-user hardware including desktops, laptops, printers, and mobile devices.
  • Maintain accurate IT asset inventory and oversee lifecycle management.
• End User Engagement & Documentation
  • Create and maintain documentation including knowledge base articles and user guides.
  • Provide end-user training and communicate changes in IT services or tools.
• Other duties as assigned or requested.

Requirements

• Proficiency using desktop and server operating systems and application support experience with Microsoft, Apple, and Google solutions.
• Strong understanding of hardware support, mobile device management (MDM), and remote assistance tools.
• Experience with AV equipment, Zoom Rooms, and conference room technologies.
• Knowledge of ITIL or similar service management practices, particularly around user onboarding/offboarding.
• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Familiarity with networking basics (VPN, DNS, Wi-Fi troubleshooting).
• Strong communication and interpersonal skills, with a focus on user experience and stakeholder engagement.
• Detail-oriented and organized with the ability to multi-task and work independently.
• Basic scripting or automation experience is a plus.
• Flexible availability.

Qualifications

• Associate’s or Bachelor’s Degree preferred.
• 0–1 years of related technical support experience with a Bachelor’s degree; or equivalent years of experience if without a Bachelor’s degree.
• Previous experience contributing to or leading user-facing IT projects.
• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, ITIL Foundations.
• Language Fluency, both written and spoken, in English is required. 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 noise.
• Frequently required to stand, walk, sit, talk, hear, use hands and arms to reach, handle, or feel.
• Specific vision abilities required include close vision, color vision, and ability to adjust focus.
• International travel may be required to support ICANN-related meetings (approximately three times per year, 10–12 days per trip, likely on different continents).
• Willingness and ability to travel domestically and internationally to support the EUS function (approximately five times per year, 3–6 days per trip).
• Ability to travel globally with limited restrictions.
• Comfort level with an international work environment.
• May occasionally lift and/or move up to 25 pounds.

Pay

Targeted base salary range: $53,000 – $70,000, plus 10% bonus and benefits. The salary range provided is a general estimation based on the primary location. Final compensation packages consider factors including but not limited to a candidate’s location, work experience, knowledge, skills, and other compensable factors.