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