IT Support Specialist

About the role

The IT Support Specialist serves as the primary point of contact for technology support across World Renew’s global operations. This role provides Level 1 and Level 2 technical support, manages end-user technology assets, delivers user training, maintains IT documentation, and contributes to secure, reliable, and mission-aligned technology services worldwide.

Responsibilities

• Provide Level 1 and Level 2 technical support through Microsoft Teams, email, phone, and the IT Service Management platform.
• Troubleshoot and resolve incidents involving Microsoft 365, Windows operating systems, hardware, software applications, mobile devices, collaboration tools, printers, and business applications.
• Analyze technical issues, identify solutions, and resolve requests while ensuring a positive user experience.
• Document user interactions, troubleshooting steps, resolutions, and follow-up activities within the IT service management system.
• Communicate clearly and professionally throughout the support lifecycle.
• Escalate complex technical issues while maintaining ownership through resolution.
• Support employees across multiple countries, offices, and time zones, including remote and low-bandwidth environments.
• Assist with employee onboarding and offboarding processes, including account provisioning, equipment setup, and technology access.
• Maintain accurate inventory records for hardware, software licenses, mobile devices, peripherals, and other technology assets.
• Conduct periodic inventory audits and reconciliations to ensure asset accuracy and compliance.
• Coordinate procurement, deployment, recovery, and refresh activities for end-user technology equipment.
• Provide technology onboarding and ongoing support training for employees.
• Deliver training related to Microsoft 365, cybersecurity awareness, collaboration platforms, and organizational technology systems.
• Develop user guides, quick-reference materials, and self-service resources to improve technology adoption.
• Support employees in effectively using technology tools to improve productivity and collaboration.
• Create, maintain, and improve technical documentation, procedures, and troubleshooting guides.
• Develop and maintain IT knowledge base resources to support employee self-service.
• Document recurring issues, root causes, solutions, and best practices.
• Ensure documentation remains current and aligned with technology changes, policies, and procedures.
• Follow established IT support, security, and documentation standards.
• Support cybersecurity practices including multi-factor authentication (MFA), endpoint protection, access controls, and security awareness initiatives.
• Protect confidential employee, organizational, partner, and beneficiary information.
• Collaborate with global IT team members and vendors to improve technology services and user experience.
• Identify recurring technology issues and recommend process improvements.
• Participate in IT projects, system implementations, technology upgrades, and organizational initiatives.

Requirements

• Able to respect and support the mission, vision, and values of World Renew.
• Demonstrated commitment to Christ and ability to recognize this position as one that contributes to the work of His Kingdom.
• Familiarity with the Reformed faith and tradition as practiced by the CRCNA.
• Demonstrated commitment to contribute to and promote a work environment that values diversity, inclusion, and equity.
• Committed to working toward gender equality, equity, and justice in all aspects of programming, plans, policies, and organizational structure.
• Strong technical troubleshooting and problem-solving skills.
• Strong knowledge of Microsoft 365 applications, Windows operating systems, hardware, and workplace technology solutions.
• Experience supporting IT Service Management (ITSM) platforms and ticketing systems.
• Ability to provide technical support in remote and low-bandwidth environments.
• Knowledge of ITIL principles, cybersecurity practices, and technology service management.
• Ability to explain technical concepts clearly to users with varying levels of technical knowledge.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Strong customer service mindset and commitment to supporting employees.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work independently while collaborating effectively with a global team.
• Demonstrated commitment to continuous learning and process improvement.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field required.
• Minimum of 5–7 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations roles.
• Experience supporting geographically distributed users in a global organization required.
• Experience working with IT Service Management (ITSM) platforms and ticketing systems required.
• Experience working in a mission-driven or humanitarian organization preferred.

Skills

• ITIL Foundation Certification preferred.
• Microsoft 365 certifications preferred.
• CompTIA A+ or equivalent technical certifications preferred.
• Additional cybersecurity or IT service management certifications preferred.
• Fluency in English with strong verbal and written communication skills.