Technician, Service Desk

International Justice Mission (IJM) is seeking a Technician, Service Desk to provide technical support to IJM staff globally. The role is based in the Washington, DC area and requires 3-5 years of IT experience, certifications, and knowledge of ITIL practices. The position is hybrid, with onsite work 3-4 days a week and remote work 1-2 days a week.

Requirements

• Bachelor’s degree preferred or equivalent combination of education and experience
• 3–5 years in an IT support role, including experience in a global organization
• Certifications: A+, HDI (required); ITIL Foundations (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, including root cause analysis and documentation
• Experience with endpoint and operating system management, including Windows 11, macOS, Microsoft Intune, and Autopilot for device provisioning and configuration
• Understanding of identity and access management platforms, including Active Directory and Microsoft Entra
• Experience in productivity and collaboration applications, including Microsoft 365
• 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

Benefits

• 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