Position Description

End User Support
Primary Location Los Angeles
Possible Hiring Locations Los Angeles
Department 0943 - Data Center Ops & EUS
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Position Summary:


Performs technical support duties and carry out responsibilities in the following areas (including, but not limited to): troubleshooting, training, and general support of any end user software or hardware.

 

Key Responsibilities: 

  • Provide technical support to ICANN staff and contractors using ICANN information systems.
  • Onboarding, offboarding and access management of ICANN human resources.
  • Maintain IT hardware, software and licenses, including but not limited to the ordering, receiving, distribution and discontinuation of inventory.
  • Manage the technical aspects of both physical and remote ICANN meetings at the request of staff both internal and external to the IT department.
  • Manage and troubleshoot any desktop, phone, printer, or AV system for local and remote end users
  • Execute IT on-boarding and off-boarding procedure
  • Manage and implement the migration of existing staff to new and/or upgraded technologies
  • Clearly communicate, proactively interface, and effectively train staff in the use of existing systems and implementation of troubleshooting procedures
  • Administer end user accounts as necessary
  • Be on call per preset schedule, proactively checking internal communications systems
  • Be available at all times, except during prescheduled vacations, to assist end users when necessary

 

Qualifications:

  • Minimum 3 years related technical support experience and/or College degree
  • Proficiency using desktop and server operating systems, including Windows, Mac OS and application support experience with Outlook and MS Office Suite
  • Proven ability to compose clear reports, summaries and other written communication
  • Detail-oriented and organized with the ability to multi-task
  • Ability to solve complex issues in an ambiguous environment
  • Curiosity and passion for the development of the Internet
  • Ability to work with highly diverse workforce
  • Ability to work independently (self motivated)
  • Flexible availability
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