Senior End User Support 1

Job Summary:We are looking for a tech-savvy, customer-focused Senior 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. This includes close collaboration with infrastructure, security, and applications teams to ensure seamless IT service delivery. You will lead by example, mentor team members, and enhance service delivery, process optimization, and enterprise tool adoption. In this role, you will take full ownership of the end-to-end user experience, from onboarding through daily support to issue resolution and continuous improvement.Key Responsibilities & Duties:Advanced User Support & Escalation HandlingProvide expert-level troubleshooting and resolution for escalated hardware, software, and system issues across MacOS, Windows, mobile platforms, and enterprise applicationsLead resolution of persistent or high-impact technical incidents, coordinating across IT functions and external vendors as necessarySupport and coordinate IT needs for VIP users, including the ICANN Board, executives, and high-profile remote usersAct as remote hands for infrastructure and network teams, assisting with server room or network related tasksUser Lifecycle Management and IT ComplianceFollow IT’s service delivery model by logging, tracking, and managing all user requests, incidents, and tasks through the designated ITSM ticketing systemSupport and adhere to the Joiner-Mover-Leaver (JML) process, including onboarding and offboarding tasks, account provisioning, and access controlsCoordinate with HR and security teams to enforce compliance and ensure timely execution of IT-related changesAdhere to ICANN’s IT policies and procedures, and ensure their enforcement during all end user support activities—including those related to data retention, preservation, and complianceCollaboration & Productivity ToolsAdminister software licenses and provide frontline support for end user productivity tools including Microsoft 365, Zoom, Slack, and other collaboration platformsManage user training and troubleshooting to ensure effective use of productivity toolsPromote and enforce best practices in security awareness, including responsible use of systems, password hygiene, and data handlingProject Support & InitiativeInitiate and lead 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 adoptionContribute to continuous improvement initiatives by identifying trends, gathering user feedback, and recommending enhancements to tools, processes, and service delivery that improve the overall end user experienceConference Room & Meeting SupportTravel 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 assistanceAdvise on hardware/software upgrades or configuration for improved remote collaboration experiencesEnsure seamless execution of hybrid meetings, town halls, and video conferencing sessions as neededProvide Level 1 support for conference room AV systems, digital displays, and meeting equipmentMaintain and test room technology to ensure availability and performanceHardware & Asset ManagementDeploy, configure, and maintain end-user hardware including desktops, laptops, printers, and mobile devicesMaintain accurate IT asset inventory and oversee lifecycle managementMentoringServe as a technical mentor and escalation point for junior support staffAssist in onboarding and training new team members, reinforcing ICANN’s standards for service excellenceProvide input into team performance reviews and skill development planning, as requestedParticipate in on-call rotations and support coverage planningSecurity & CompliancePromote best practices in endpoint security, access controls, and user awarenessCollaborate with InfoSec and policy teams to implement and reinforce security requirements at the end-user levelRequired Knowledge, Skills, and Abilities (KSAs):(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)Advanced technical expertise across MacOS, Windows, mobile OS, productivity suites (Microsoft 365, Google Workspace), and conferencing platforms (Zoom, MS Teams)Strong understanding of ITSM tools, ticket lifecycle management, and root cause analysisExcellent troubleshooting skills at both hardware and software levels, including peripheral devices, remote access, and VPNSolid understanding of identity/access management (IAM), MFA, endpoint security, and configuration policiesExperience supporting executive users and understanding the importance of responsiveness and discretionAbility to write clear, detailed documentation and contribute to team knowledge basesStrong interpersonal and communication skills, with a customer-first mindsetAbility to manage priorities across multiple support requests, projects, and deadlinesComfortable working independently and collaborating with distributed global teamsExperience with scripting is a plusEducation and Experience Requirements:Bachelor’s Degree required3 - 5 years of experience or equivalent in technical supportPrevious experience contributing to or leading user-facing IT projectsPreferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, ITIL FoundationsLanguageFluency, 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 EnglishWorking 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 focusInternational travel may be required to support ICANN related meetings as requested for lengths of 10-12 days for each trip, approximately three times per year, likely on different continentsWillingness and ability to travel domestically and internationally to support EUS (End User Support) function at other offices and meetings for lengths of 3-6 days, approximately five times per yearAbility to travel with limited restrictions globallyComfort level with an international work environmentThe employee may occasionally lift and/or move up to 25 pounds