Senior End User Support

**Key Responsibilities & Duties**:
**Advanced User Support & Escalation Handling**
- Lead resolution of persistent or high-impact technical incidents, coordinating across IT functions and external vendors as necessary
- Support and coordinate IT needs for VIP users, including the ICANN Board, executives, and high-profile remote users
- Act as remote hands for infrastructure and network teams, assisting with server room or network related tasks

**User Lifecycle Management and IT Compliance**
- Follow IT’s service delivery model by 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 ICANN’s IT policies and procedures, and ensure 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
- Manage 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**
- Initiate 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 adoption
- Contribute 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 experience

**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
- Advise on hardware/software upgrades or configuration for improved remote collaboration experiences
- 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

**Mentoring**
- Serve as a technical mentor and escalation point for junior support staff
- Assist in onboarding and training new team members, reinforcing ICANN’s standards for service excellence
- Provide input into team performance reviews and skill development planning, as requested
- Participate in on-call rotations and support coverage planning

**Security & Compliance**
- Promote best practices in endpoint security, access controls, and user awareness
- Collaborate with InfoSec and policy teams to implement and reinforce security requirements at the end-user level

**Required 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 analysis
- Excellent troubleshooting skills at both hardware and software levels, including peripheral devices, remote access, and VPN
- Solid understanding of identity/access management (IAM), MFA, endpoint security, and configuration policies
- Experience supporting executive users and understanding the importance of responsiveness and discretion
- Ability to write clear, detailed documentation and contribute to team knowledge bases
- Strong interpersonal and communication skills, with a customer-first mindset
- Ability to manage priorities across multiple support requests, projects, and deadlines
- Comfortable working independently and collaborating with distributed global teams
- Experience with scripting is a plus

**Education and Experience Requirements**:

- Bachelor’s Degree required
- 3 - 5 years of experience or equivalent in technical support
- 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 s