IT Support Specialist
Water Mission is a Christian engineering nonprofit that builds safe water solutions for people in developing countries, refugee camps, and disaster areas. Since 2001, Water Mission has served more than 8 million people in 60 countries, sharing safe water and the message of God’s love. Working at Water Mission is as much a calling as it is a career, and we are searching for people with the courage, passion, and drive to help us change the world. Read more about our Statement of Faith and Our Christian Mission.
What is the opportunity?
Under the direction of the End User Services Manager and following established IT policies, standards, and procedures, the IT Support Specialist, for the United States (US) and Latin America Countries (LAC) is responsible for providing efficient IT support services to the end-users in Water Mission offices in the US and other Water Mission offices in the LAC (Latin America and Caribbean) region as required by the End User Services Manager. At Water Mission, we work as a team. All IT staff must be willing to perform IT support tasks their supervisor requires of them. All employees must show initiative, seek to improve how things are done, and conduct the work in an increasingly cost-effective manner. The IT Support Specialist, US and LAC, is responsible for performing all work to a high degree of excellence and according to all policies, processes, standards, and values of Water Mission and IT. Because Water Mission seeks to share the news of the Living Water, all employees are expected to share the gospel through their words and actions. This position is based in Charleston, SC, at Water Mission headquarters.
A successful IT Support Specialist will:
- Maintain a strong Christian witness and model servant leadership to colleagues, partners, the communities we serve, and the public.
- Engage and participate in prayer before and after team meetings.
- Lead and participate in biblically based staff devotions.
- IT Audio/Visual Services: Work closely with the End User Services Manager and the Events department to provide Audio/Visual services, i.e., set up, operate, and support Audio/Visual equipment and solutions and services for internal and external meetings and events.
- IT Service Requests: Work closely with the End User Services Manager to provide support to end-users in a timely and professional manner (according to IT service level objectives) and to the satisfaction of the requesting end-users.
- IT Issue/Problem Resolution: Work closely with the End User Services Manager to provide support where required and act as an IT point-of-contact for all IT service incidents and problems experienced by end-users in the US and LAC region offices. Raising escalations to the End User Services Manager and providing timely resolution and communication to the satisfaction of the impacted end-users.
- IT Onboarding Process: Work closely with the End User Services Manager, the respective local HR department, and the new hire to perform all tasks required to ensure all essential hardware, software, access, IT services, and training are provided in a timely and professional manner to the satisfaction of the new hires in the US and the LAC region.
- IT Assets: Reclaim, prepare, and securely store departing staff’s IT assets. Prepare and deploy assets for new hires.
- IT Service Desk System: Update records in the IT Service Desk system for all assigned tickets and for all changes to IT assets (hardware, e.g., laptops, monitors, printers, routers, etc.).
- IT Vendors: Where necessary, and in conjunction with the End User Services Manager, work with service vendors to resolve service issues and for the installation and configuration of new services and service changes.
- IT Security and Compliance: Perform duties and ensure all IT assets are configured in compliance with IT Security policies and procedures, as well as regulatory and licensing requirements.
- Performs other relevant duties as assigned by supervisor.
What is required?
- Personal and growing relationship with Jesus Christ.
- Personal conviction in alignment with Water Mission’s statement of faith and lifestyle, demonstrating core values of Love, Excellence, and Integrity
- Fluent in Spanish required.
- Highly self-motivated
- Customer service focused.
- Driven to achieve excellence.
- Hands-on competence and experience in supporting IT end-user solutions and services.
- Technology experience to include MS Windows, MS Office, Network appliances, Windows, Mac, and Android Laptops/Devices, A/V equipment such as microphones, amplifiers, soundboard (mixer), digital cameras, and projectors, and Conference room technology, e.g., MS Teams and Zoom.
- IT certification/training preferred (e.g., CompTIA A+).
- Travel to LAC countries where Water Mission has staff/offices as needed, approximately 20% - 30%.
- Legal authorization to work in the US.
- Excellent written and verbal communication skills, including the ability to clearly articulate ideas and feedback constructively.
- Home internet bandwidth strong enough to support video conferencing and other job-related responsibilities.
- Commitment to ending the global water crisis.
- Legal authorization to work in the United States without sponsorship.