IT Support Specialist

Resolve to Save Lives (RTSL) is a global health organization that partners locally and globally to create and scale solutions to the world’s deadliest health threats. Millions of people die from preventable health threats. We collaborate to close the gap between proven, life-saving solutions and the people who need them. Since 2017, we’ve worked with governments and other partners in more than 60 countries to save millions of lives. We work toward a future where people live longer, healthier lives, communities flourish, and economies thrive. This is an ambitious vision, and it inspires us and our partners to make progress every day. 

Position Summary

The IT Support Specialist serves as an integral member of the IT team. This position serves as the primary point of contact for remote tier 1 and 2 technical support. Responsibilities include installing and supporting endpoint hardware and software, ensuring their integrity and optimal operation. This position assists with recommending, implementing, and documenting hardware and software solutions to improve our global staff's computing experience. 

The successful candidate will serve as a reliable first point of contact for IT support, ensuring incoming tickets are triaged and resolved efficiently and in accordance with established service standards. Success in this role is also demonstrated by maintaining accurate hardware and software inventory records, proactively documenting recurring issues, and assisting in creating and maintaining user-friendly knowledge base articles. 

This is a remote position open to candidates based in the US. The successful candidate will need to adjust their working hours to overlap with ET working hours. 

Core Duties & Responsibilities

• Monitors tickets and provides tier 1 and 2 investigation, diagnosis, and resolution 
• Resolves incidents and service requests following helpdesk procedures 
• Communicates clearly and professionally with globally distributed end-users regarding incident progress 
• Escalates incidents and service requests with clear documentation of steps performed 
• Maintains an accurate hardware and software inventory 
• Assists with endpoint device, accessory, and software purchasing 
• Assists with onboardings by creating accounts and ensuring devices are set up to RTSL standards 
• Assists with offboardings by removing access to systems and coordinating asset returns 
• Coordinates hardware lifecycle replacements 
• Coordinates with vendors for hardware warranty repair 
• Assists with IT security issues and malware elimination 
• Assists with creating training materials and documentation, including writing knowledgebase articles 
• Collaborates with the IT team in reviewing configuration changes 
• Assists in managing SaaS application configurations and access control 

Qualifications

Education & Experience

• Bachelor's degree in computer science, information technology, or related field, OR equivalent relevant work experience 
• Minimum 2 years of experience providing technical support 
• Experience with virus removals in enterprise environments 
• Experience with standard Microsoft applications, such as Office Suite and Office 365 usage and support 
• Experience in troubleshooting and configuration of mobile devices such as tablets and smartphones for enterprise applications, such as corporate email 

Skills & Abilities

• Advanced understanding and experience in installation, configuration, and troubleshooting with various desktop operating systems, such as Windows and MAC OS, in an enterprise environment.  
• Strong understanding of computer and peripheral hardware; Ability to diagnose issues remotely and form a remediation plan 
• Patient, customer-centric attitude, and good communication skills, both written and verbal 
• Strong troubleshooting skills 
• Ability to manage stressful situations in a professional manner 
• Aptitude for problem-solving and thinking out of the box 
• Desire to work in an environment where every day offers diverse questions 
• Passion for helping staff and building rapport across multiple time zones 

Preferred Qualifications

• Professional certification: Network + or A+ is a plus 
• Experience supporting a global workforce 
• Experience creating documentation or training materials 

Compensation and Benefits

Resolve to Save Lives prides itself on cultivating a supportive, connected remote team doing work that matters. We do everything possible to ensure our employees are connected and set up for success. 

The salary range for applicants based in the US is $56,000 to $70,000 annually. The exact offer will be determined by various factors, such as the candidate’s skills and experience relative to the requirements of the role.

In addition to a competitive salary, Resolve to Save Lives provides a generous package of benefits, including: 

• Health insurance for you and your dependents 
• Contributions toward retirement  
• Paid annual leave and sick leave, in addition to public holidays 
• Two paid, week-long organization-wide breaks at mid-year and end-of-year  
• Professional development and home office setup benefits 
• Up-to-date computer equipment 

RTSL believes its programs are strengthened when they are developed and supported by individuals with diverse life experiences whose understanding of social and cultural issues can help make our work and workforce more inclusive. We encourage applications from and provide equal employment opportunities to all qualified applicants without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, disability, marital status, organ donor status, or status as a veteran. Resolve to Save Lives complies with all applicable US EEO laws.