IT Operations & Support Associate

Who We Are 

International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1,200 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions, protect half a billion, and make justice unstoppable. 

We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve. We provide professional excellence with joy and celebration to all those we serve.   

The Need 

For over 25 years, IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade, IJM’s Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty. As we grow to expand our impact to protect 500 million people from violence, we are seeking a IT Operations & Support Associate (Service Desk) as a mid-level technical support role within IJM’s Global Technology Services team. This position provides Tier 1–2 support to IJM staff globally and is responsible for resolving more complex technical issues, mentoring junior analysts, and contributing to IT training and documentation. The Service Desk Technician is a key role in ensuring consistent service delivery and supporting IT operations.   

This position is hybrid (onsite 3-4 days/week). It reports to Director, IT Services and requires current authorization to work in the United States. Visa sponsorship is not available for this position, now or in the future. 

Responsibilities: 

General Service Desk Support   

• Provides Tier 1 and Tier 2 support to resolve problems with IT services and applications while meeting customer service standards, including displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, and communicating clearly;    

• Proactively troubleshoot hardware and software issues including, but not limited to: Microsoft Windows; Mac OSX, Microsoft 365, Microsoft SharePoint, LAN/WAN connectivity, workstation and laptop hardware components and peripherals, and network/cloud printing (Printix);   

• Provide support, deployment and configuration assistance for Apple and Android-based mobile devices;   

• Accurately tracks, escalates, and documents tickets with clear troubleshooting steps, history, and resolutions in ServiceNow;   

• Configure and set up new Windows and MAC desktop and laptop hardware; and   

• Provide tier 1 and 2 support for Microsoft Teams, Zoom Rooms, and A/V systems.   

User Account Management    

• Assist with user account management in Entra (Azure AD), including provisioning and deprovisioning; and   

• Assist users with password resets and group membership.   

General Infrastructure Tasks   

• Provide tier 1 local network support;   

• Assist with device inventory management tasks, including physical organization and maintaining database accuracy;   

• Collaborate with project teams to implement adoption and change management strategies; and   

• Assist in co-managing various aspects of IT systems, including license cleanup, user adoption, and system optimization.   

Documentation and Training    

• Develop knowledgebase solutions (KBAs) for IJM software, systems, and processes;    

• Conduct online and in-person knowledge sharing and training sessions with peers;    

• Maintain good documentation through helpdesk ticketing system and systems documentation processes; and   

• Develop and deliver training to staff on new systems.    

General Tasks: 

• Participate in IJM’s community of Spiritual Formation 

Qualifications:  

• 3 to 5 years of experience in an IT support role, including experience in a global organization, is required; 

• A bachelor’s degree in information technology or a related field is preferred. Candidates without a bachelor’s degree in information technology or a related field must hold either a CompTIA A+ or HDI certification; 

• ITIL Foundation certification is 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 and document troubleshooting steps, findings, and resolutions. Familiarity with root cause analysis and Problem Management; 

• 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 ID; 

• Experience in productivity and collaboration applications, including Microsoft 365;   

• Hands-on experience supporting and troubleshooting A/V systems and video conferencing technologies; and 

• Experience supporting remote users and cloud-based applications, with working knowledge of cloud platforms, network protocols, printer management, and general end-user support.   

Critical Qualities: 

• Eager commitment to IJM's Core Values: Christian, Professional and Bridge-Building; 

• Self-starter who confidently drives tasks forward and anticipates needs.   

• Maintains discipline in managing priorities to meet deadlines reliably.   

• Exhibits strong interpersonal skills and emotional intelligence.   

• Communicates effectively, adapting style to audience and context.   

• Demonstrates flexibility and collaboration, proactively supporting team goals.   

• Leads by example as a dependable, collaborative team player.   

• Uses creative problem-solving skills to address challenges independently.   

Languages:  

• Fluency in English required   

• Spanish language proficiency is preferred.  

Application Process:  

Upload Resume, Cover Letter & Statement of Faith* in one PDF document. 

*What is a statement of faith? 
A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with IJM. The statement can either be incorporated into the cover letter or submitted as a separate document and should include, at a minimum, a description of your spiritual disciplines (prayer, study, etc.) and your current fellowship or place of worship. 

What does IJM have to offer? 

• 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 

IJM holds strict safeguarding principles and a zero tolerance to violations of the Safeguarding Policy, Protection against Sexual Exploitation, Abuse and Harassment Policy, and Code of Ethics. Candidate selection is based on technical competence, recruitment, selection and hiring criteria subject to assessing the candidate’s value congruence and thorough background, police clearance, and reference check processes. 

At IJM, we’re committed to building a diverse workforce through fair and equitable employment practices. IJM encourages people of any race, color, age, sex, marital status or political ideology to apply for employment. While we welcome everyone into this work, we truly believe that the work we are doing is God’s work, not our own, and practice spiritual disciplines together daily. That’s why we legally require under SEC. 2000e-1 [Section702] of Title VII of the Civil Rights Act of 1964 that all employees practice a mature orthodox Christian faith, as defined by the Apostles’ Creed. 

IJM requires a background check, police clearance and thorough review of references with an employment offer and/or employment contract.