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Seniority (Non-profit, social work)
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International Rescue Committee
Non-profit + 1 more
Description
Experience Requirements
Minimum 2-3 years of IT and business/industry work specializing in support of Microsoft Products and other industry standard services
Responsibilities
- Provide timely L1 and L2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems, ensuring minimal disruption to users.
- Perform routine maintenance and continuous improvement activities on supported systems in coordination with Associate Director of Application Support and relevant stakeholders.
- Configure and administer projects and workspaces in Jira, Monday.com, and other project management platforms, including user provisioning, access management, workflow configuration, and board creation.
- Input into Atlassian ecosystem architecture decisions and setup and support migration to new tools in the ecosystem.
- Under the direction of the Associate Director of Application Support, provide guidance to global IT staff on how to respond to and escalate incidents.
- Collaborate with IRC users to gather feedback and understand the arising needs on the use of relevant applications and communicate this information to appropriate stakeholders.
- Plan and deliver user enablement sessions, including webinars, in-person trainings, and virtual meetings, to support effective use of enterprise applications.
- Build and maintain a knowledge base and technical documentation of commonly encountered issues including but not limited to Quick Resource Guides, Troubleshooting tips and functionality of supported applications.
- Report on and analyze incident trends across different regions and different user groups within the organization.
- Escalation of application issues to the required support groups, Business System Managers, Vendor Partners or Enterprise Technology Experts.
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