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IT Service Management Technician I

USA The Nature Conservancy

Arlington, Virginia(remote)

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JOB DETAILS
SKILLS
Communication Skills, Computer Hardware, Computer Skills, Computer Software, Customer Satisfaction, Customer Support/Service, Desktop Administration, English Language, Establish Priorities, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, International Operations, Internet Application, Mac Operating System, Maintain Compliance, Microsoft Office, Microsoft Windows Operating System, Multicultural, Multilingual, Operating Systems, Operational Support, Performance Metrics, Philosophy, Presentation/Verbal Skills, Problem Solving Skills, Service Delivery, Service Level Agreement (SLA), Technical Support, Time Management, Writing Skills
LOCATION
Arlington, Virginia
POSTED
30+ days ago
What We Can Achieve Together:

The Information Technology Technician I - ITSM is responsible for providing exceptional fundamental technical support at the Nature Conservancy, ensuring seamless handovers between global teams, and maintaining high customer satisfaction.

Information Technology Technician I - IT Service Management position works within a structured shift pattern, delivering timely and effective fundamental IT support during designated business hours as part of the IT Service Management & Operations Team. Work hours will align with assigned team in the IT service delivery model and requires flexibility to adjust shifts to support global operations.

This is a fully remote position where the successful candidate chosen will be located in the United States and work evening hours (starting at 5pmEST/11amHST).

RESPONSIBILITIES & SCOPE

• Deliver remote support to end-users, ensuring minimal downtime.

• Facilitate assigned IT orientations, perform remote PC configurations, and provide fundamental technical support services.

• Respond to and resolve incoming technical support requests via ticketing system.

• Deliver excellent customer service with professionalism and empathy.

• Keep clear and precise records of all incidents and work within IT Service Management systems for effective tracking, team communication, and reporting.

• Monitor and prioritize incidents based on urgency and impact.

• Ensure adherence to organizational policies and procedures, security standards, established service-level agreements (SLA's) and key performance indicators (KPI's).

• Other duties and projects as assigned.

• May occasionally provide support for Onsite Operations activities and issues.

We're Looking for You:

Are you an aspiring IT Technician passionate about resolving IT problems? We are looking for a qualified IT Technician to join our ambitious Business Unit! Our ideal candidate has an in-depth knowledge of computer software and hardware and a hands-on experience with a different variety of internet applications, networks and operating systems. Providing optimal customer service will be a key function in this role. At TNC we strive to embody a philosophy of Work that You Can Believe in where you can feel like you are making a difference every day - come join our team and find fulfillment here!

The ideal candidate will have all or some of the qualifications. If you don't have all of them, please apply anyway and tell us about your skills and experience:

  • Multi-lingual skills and multi-cultural or cross-cultural experience appreciated.
  • Proven customer service and experience in an IT support role.
  • Familiarity with ITIL and ITSM, ticketing systems and remote support tools.
  • Excellent written and verbal communication skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Fluency in English and another language.

What You'll Bring:
  • 2 years of work experience in a technical support or IT-related role, or an equivalent combination thereof.
  • Experience with operating systems (Windows and Mac OS), productivity tools (Microsoft Office Suite) and networking basics.
  • Experience with basic computer hardware, software and networking concepts.
Salary Information:

The starting pay range for a candidate selected for this position is generally within the range of $47,760.00 - $76,890.00. This range only applies to candidates whose country of employment is the USA. Where a successful candidate's actual pay will fall within this range will be based on a variety of factors, including, for example, the candidate's location, qualifications, specific skills, and experience. Please note countries outside the USA would have a different pay range in the local currency based on the local labor market, and not tied to USA pay or ranges. Your geographic location will be confirmed during the recruitment.

Who We Are:

The Nature Conservancy's mission is to protect the lands and waters upon which all life depends. As a science-based organization, we create innovative, on-the-ground solutions to our world's toughest challenges so that we can create a world in which people and nature thrive. We're rooted in our mission and guided by our values, which include respect for all people, communities, and cultures. Whether it's caree

About the Company

U

USA The Nature Conservancy

The Nature Conservancy is the leading conservation organization working around the world to protect ecologically important lands and waters for nature and people. The mission of The Nature Conservancy is to conserve the lands and waters on which all life depends.

We address the most pressing conservation threats at the largest scale. Thanks to the support of our more than 1 million members, we’ve built a tremendous record of success since our founding in 1951:
  • We've protected more than 119 million acres of land and thousands of miles of rivers worldwide — and we operate more than 100 marine conservation projects globally.
  • We work in all 50 states and more than 72 countries — protecting habitats from grasslands to coral reefs, from Australia to Alaska to Zambia.
  • We address threats to conservation involving climate change, fresh water, oceans, and conservation lands.
COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Nonprofit Charitable Organizations
FOUNDED
1951
WEBSITE
http://www.nature.org