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 Handling

Provide expert-level troubleshooting and resolution for escalated hardware, software, and system issues across MacOS, Windows, mobile platforms, and enterprise applications

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 spoken, in English is required

ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English

Working Conditions & Physical Requirements:

Work is performed in a normal office environment with limited privacy and some exposure to background noise

While 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 focus

International 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 continents

Willingness 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 year

Ability to travel with limited restrictions globally

Comfort level with an international work environment

The employee may occasionally lift and/or move up to 25 pounds