Human Rights Watch is seeking an IT Support Specialist to work with its help desk function and provide endpoint support for HRW’s worldwide operations, which include 500+ employees in nearly 50 locations.  The IT Support Specialist will work closely with Global IT Support colleagues and a remote team. This position is based in our London or Berlin office and reports to the Global IT Senior Manager based in Washington, DC.

Due to COVID-19, many of our global offices are operating in reduced capacities. The successful candidate may be required to work remotely if local mandates necessitate. We recognize that this moment, during the pandemic, is a uniquely difficult time for most people, particularly those with caregiving responsibilities, and we aim to be as flexible and supportive as possible in both the recruitment for and onboarding of this position. 

Responsibilities

• Provide user support and technical assistance for workstations and laptops running Microsoft Windows 10, Mac operating systems, and Office 365; 
• Assist staff with technology problems in various locations, with a focus on the London or Berlin offices and other locations Europe;
• Assist network, systems, and administration teams in basic troubleshooting;
• Travel occasionally to provide in-person assistance or to attend trainings when it is safe to do so;
• Handle and resolve escalated tickets from level I;
• Enroll and manage endpoints using Intune and JAMF;
• Manage our ITSM (Freshservice) platform and metrics;
• Manage device shipping and receiving; ensure accurate day-to-day inventory of all IT loaner and permanent equipment;
• Assume responsibility for the computer office environment in Europe to ensure that computers, docking stations, and other devices are ready for use;
• Implement and enforce the global device policies and protocols;
• Draft and communicate IT guidance, manuals, or other materials as appropriate;
• Facilitate weekly IT orientations for new staff and interns;
• Maintain familiarity with current help desk technologies, changes and/or problems with commonly used software, hardware, and other equipment;
• Create and build our internal IT knowledgebase; 
• Maintain compliance with standard help desk operating procedures and accurately log all help desk contacts using call tracking software;
• Elevate issues and calls to appropriate IT staff as necessary;
• Maintain the health of all computers and install updates proactively; 
• Automate IT support workflows;
• Create, modify and delete user accounts in Active Directory and on the Exchange server as needed; and
• Carry out other duties as required.

Qualifications

• Education:  A bachelor’s degree or equivalent experience in Computer Science, Information Systems, Engineering or a related field is required.
• Experience:  Minimum five years of experience with Microsoft Windows, MAC OS, LAN, WAN and Office 365 platform is required.

Related Skills and Knowledge: 

• Sound judgment regarding IT support matters, including the ability to make effective decisions regarding implementation, maintenance and administration of workstations, laptops, and mobile devices is required.
• Great interpersonal skills in order to work collaboratively within HRW   and with a team of talented professionals in multiple global locations is required.
• Excellent time-management skills and ability to prioritize tasks while maintaining a strong attention to detail are required.
• Ability to function under pressure with minimal supervision and handle numerous tasks simultaneously is required.
• Ability to solve problems creatively is required.
• Proficiency in computer packages including Windows 10 and Office 365 is required; proficiency with Mac operating system and mobile device management is preferred.
• Strong oral and written communications skills in English are required.

Salary and Benefits: HRW seeks exceptional applicants and offers competitive compensation and employer-paid benefits. 

How to apply: Please apply immediately by 6 September 2022 by visiting our online job portal at careers.hrw.org and attaching a cover letter and a resume or CV. No calls or email inquiries, please. Applications must be complete to receive considerations, and only shortlisted candidates will be contacted.

If you are experiencing technical difficulties with your application submission or if you require accommodations during the application process, please email recruitment@hrw.org. Due to the large response, application submissions via email will not be accepted and inquiries regarding the status of applications will go unanswered.

Human Rights Watch is strong because it is diverse. We actively seeks a diverse applicant pool and encourage candidates of all backgrounds to apply. Human Rights Watch does not discriminate on the basis of disability, age, gender identity and expression, national origin, race and ethnicity, religious beliefs, sexual orientation, or criminal record. We welcome all kinds of diversity. Our employees include people who are parents and nonparents, the self-taught and university educated, and come from a wide span of socio-economic backgrounds and perspectives on the world. Human Rights Watch is an equal opportunity employer.

Human Rights Watch is an international human rights monitoring and advocacy organization known for its in-depth investigations, its incisive and timely reporting, its innovative and high-profile advocacy campaigns, and its success in changing the human rights-related policies and practices of influential governments and international institutions.