{"id":3641272,"url":"https://alion.io/job/usaforunhcr-com-technical-support-specialist","title":"Technical Support Specialist","company":{"id":689190,"name":"USA for UNHCR","domain":"usaforunhcr.com","url":"https://alion.io/company/usaforunhcr","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-11-02T19:53:51Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T21:04:02Z","board_verified":false,"closed_at":"2026-11-03T21:04:02Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"At USA for UNHCR, our people are the driving force behind our mission of delivering hope and opportunity to refugees worldwide. We're not just a workplace - we're a vibrant community of passionate, forward-thinking professionals committed to making a real difference. If you thrive in a dynamic, transparent, and data-driven environment, and want your career to directly impact lives across the globe, we invite you to join us!\nPurpose\nThis role exists so that staff have a working, supported technology setup from their first day and a single internal point of contact when something breaks. It configures and deploys equipment, resolves end-user issues at first contact where possible, escalates what it cannot resolve to second- and third-level subject-matter experts, trains staff on the tools they use, and keeps the technology inventory, documentation, and shared IT spaces in order. This position is a part of Operations and provides On-site DC and remote support across staff and works closely with our Managed Services Provider\nScope\nArea of impact - what this role reaches\nIts own work. The role supports every employee and every end-user device across the organization, but the output is support delivered to individuals: tickets resolved, equipment deployed, questions answered. It does not set how technology support runs and does not hold authority over other teams, the managed service provider, or vendors.\nFreedom to act - what this role decides without approval\nDecides how to troubleshoot and resolve an end-user issue within its own technical competence, and whether an issue can be resolved at first contact or must be escalated. Decides how to categorize and prioritize a ticket at intake. Decides the order in which its own work is done.\nWorks within frameworks set elsewhere. Service-level agreements, escalation paths, procurement authority, licensing decisions, system upgrades, and departmental processes are set by the Director, Operations & Infrastructure and by the technology vendors the role coordinates with. The role escalates to second- and third-level subject-matter experts per those agreements and follows up.\nAccountable for - the results this role answers for\nEnd-user issues resolved or escalated promptly and recorded accurately in the service desk tool. New staff set up and oriented on day one. An accurate inventory of hardware, software, and licenses. Current FAQ documents, knowledge articles, and user guides. Conference room equipment accounted for and working.\nNot accountable for - where the boundary sits\nNot accountable for second- or third-level technical resolution, which sits with the subject-matter experts and vendors the role escalates to. Not accountable for technology strategy, procurement authority, licensing decisions, or system upgrade decisions, which sit with the Senior Manager, Operations & Administration. Not accountable for network or infrastructure engineering.\n[Coverage during absence not stated in the October 2024 job description. Senior Manager to confirm.]\nKey essential functions and accountabilities\nTechnical support (65%)\nConfigure and deploy desktops, laptops, mobile devices, printers, and other peripherals, and perform troubleshooting, diagnostic, and maintenance actions on them. This role will also have the ability to remote into staff computers using approved tools from the Managed Service Provider.\nTriage issues and service requests via the trouble ticketing system and support email mailbox; troubleshoot end-user issues and resolve upon first contact when possible.\nAccurately record and document all details of the issue or service request, including categorization and priority, in the IT service desk tool.\nEscalate issues to appropriate second- and third-level subject-matter experts per service-level agreements and follow up on incidents when appropriate.\nLeverage internal and external resources (knowledge bases, manuals, support sites, or vendors) to answer questions and resolve issues.\nRespond to end-user inquiries regarding the status of incident and service request tickets and perform follow-ups.\nAdvocate for the end user to ensure they receive high-quality and timely service and support.\nProvide one-on-one informal training to staff when required; provide the onboarding IT overview to new staff on their first day and serve as the point of contact for equipment setup issues.\nProvide \"how to\" assistance on internally supported devices, applications, and systems.\nBuild relationships with second- and third-level subject-matter experts to ensure IT-delivered services and end-user productivity goals are understood and met or exceeded.\nPrepare and assign new hire devices, complete approved IT set up and first day orientation,\nPerform password resets.\nRecover equipment at departure, update inventory, and coordinate access removals \nDepartment administration (25%)\nHandle software and hardware procurement, registration, inventory, and storage.\nTrack and document software licensing and maintenance.\nTrack end-user hardware assets.\nContribute to the creation, facilitation, and maintenance of FAQ documents, knowledge articles, and user guides.\nDocument helpdesk issues and other departmental processes.\nOrganize and maintain storage facilities, server and network rooms, and IT work areas; ensure conference room equipment is accounted for and in working order.\nHelp the Operations team with office cleanliness when they are out of the office.\nOther functions (10%)\nAssist in implementing end-user system upgrades, maintain laptop images, and perform general end-user maintenance and upgrades.\nProvide input to projects as needed.\nPerforms other duties as assigned within the scope and grade of this role.\nCapabilities\nKnowledge, skills and abilities\nKnowledge of:\nDesktop, laptop, mobile device, and peripheral setup and troubleshooting (strong working knowledge).\nOperating systems (Windows, macOS) and mobile platforms (iOS, Android).\nNetworking fundamentals for troubleshooting connectivity issues.\nOffice productivity tools such as Microsoft Office and integrated collaboration tools such as Zoom, Microsoft Teams, and Slack.\nTicketing systems and IT service desk operations.\nRefugee issues and global affairs.\nSkills in:\nAssessing and resolving hardware and software issues.\nCustomer service, with strong written and verbal communication.\nMicrosoft applications and other programs and software in use at the organization.\nAbility to:\nAdapt and quickly learn new systems, tools, and technologies.\nMaintain a high level of detail orientation and organization.\nWork collaboratively in a team environment and build effective relationships.\nTake a proactive approach to identifying issues and implementing solutions.\nShow patience and empathy when handling end-user inquiries and support.\nWork in service of U4U's mission.\nExperience\nAt least 4 to 6 years of relevant IT and customer service experience.\nEducation, certifications and licenses\nAssociate's degree in information technology or computer science; Bachelor's degree preferred. CompTIA A+ certification required in lieu of education.\nWork environment and physical demands\nThis position operates in a professional office environment and may be performed in-office, remotely, or in a hybrid setting, depending on organizational requirements and role-specific expectations. Employees are expected to maintain a workspace that supports productive and confidential work, whether on-site or remote.\nWhile performing the duties of this job, the employee is regularly required to communicate and exchange information clearly and effectively. The role is primarily sedentary and involves frequent use of computers and standard office equipment. Tasks may require prolonged periods of sitting and operating technology at a workstation. Occasional movement within the work environment may be necessary. The employee may frequently lift or move items up to 10 pounds and occasionally more without assistance.\nThe typical work environment has moderate noise levels and controlled lighting and temperature. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.\nOrganizational commitment\nAt USA for UNHCR, we are proud to cultivate a workplace that reflects and respects the rich diversity of the communities we serve. We believe that varied backgrounds, perspectives, and lived experiences make our team stronger, more creative, and better equipped to drive meaningful impact.\nWe are committed to equity and inclusion at every level of our organization. Excellence is not one-dimensional. It emerges through collaboration across lines of difference. We welcome and support employees and candidates of all races, ethnicities, national origins, religions, gender identities, sexual orientations, physical abilities, veteran statuses, and citizenship statuses.\nWe actively encourage individuals from historically underrepresented communities to apply and contribute to our mission of building a world without refugees.\nOur values\nThe heads and hearts of our team members are committed to our mission.\nWe are committed to continuous evolution, finding the best course of action and taking it.\nWe are open and honest, with each other and with our donors, partners and other stakeholders.\nCutting Edge. We aspire to be pioneers and find new approaches to connect others with our mission.\nData Driven. We analyze data, facts and trends to understand our circumstances, and act on what we learn.\nForward Thinking. We are outcome oriented and focused on what is ahead.\nAcknowledgement\nI have received, reviewed and understand the information contained within this job description for my position.\nWhy Join USA for UNHCR?\nJoining USA for UNHCR means becoming part of a people-first organization that lives its values every day. We're passionate about creating meaningful change, dynamic in our collaborative approach, and transparent in how we work together to support refugees. By embracing cutting-edge solutions and a data-driven mindset, we stay forward-thinking, ensuring your unique talents fuel innovation and impact. Here, you'll grow alongside a supportive team, develop your skills in a nurturing environment, and see the transformative power of your work - on the lives of refugees and on your own journey. \nReady to make a difference while being a part of a team that truly cares about you? We'd love to hear from you! Apply today, and let's create a brighter future together.","description_format":"text","description_chars":10501,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-02T21:50:36Z"},{"event":"close","at":"2026-11-03T21:04:02Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/usaforunhcr-com-technical-support-specialist","json_url":"https://alion.io/job/usaforunhcr-com-technical-support-specialist.json","meta":{"generated_at":"2026-11-10T11:46:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27390,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":689190},"rest":"https://alion.io/mcp/rest/get_company?id=689190"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fusaforunhcr-com-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fusaforunhcr-com-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fusaforunhcr-com-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/usaforunhcr-com-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fusaforunhcr-com-technical-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3641272}},{"tool":"search_jobs","arguments":{"company":"usaforunhcr.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3641272},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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