Who We Are

International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1300 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions protect half a billion and make justice unstoppable.

We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve. We provide professional excellence with joy and celebration to all those we serve.

The Need

For over 25 years IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade IJMs Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty. As we grow to expand our impact to protect 500 million people from violence we are seeking a Technician Service Desk.

The Service Desk Technician is a mid-level technical support role within IJMs Global Technology Services team. This position provides Tier 12 support to IJM staff globally and is responsible for resolving more complex technical issues mentoring junior analysts and contributing to IT training and documentation. The Service Desk Technician is a key role in ensuring consistent service delivery and supporting IT operations.

This position is based in the Washington DC area and is available to be hybrid (onsite Tuesdays & Thursdays). It reports to the Global Director Information Technology Services and is only available for candidates with the right to work in the US.

Responsibilities

• Provide responsive customer service the IJM staff meeting or exceeding established SLAs and adequately provide Tier 1 & Tier 2 support across all defined IT services and systems.

• Perform the provisioning and deprovisioning of accounts and devices.

• Manage IT requests including hardware and software deployment.

• Support A/V systems and facilitate meetings and training.

• Contribute to asset management and equipment deployment.

• Develop and maintain knowledge base articles and training materials.

• Deliver end-user training and mentor junior analysts.

• Collaborate on IT projects and escalate complex issues as needed.

Qualifications

• Bachelors degree preferred or equivalent combination of education and experience.

• 35 years in an IT support role including experience in a global organization.

• Certifications: A HDI (required); ITIL Foundations (preferred).

• Solid experience managing incidents and service requests using ServiceNow or a comparable ITSM platform.

• Familiarity with ITIL practices including Incident Problem and Change Management CMDB and Service Request workflows.

• Demonstrated ability to troubleshoot and resolve technical issues including root cause analysis and documentation.

• Experience with endpoint and operating system management including Windows 11 macOS Microsoft Intune and Autopilot for device provisioning and configuration.

• Understanding of identity and access management platforms including Active Directory and Microsoft Entra.

• Experience in productivity and collaboration applications including Microsoft 365.

• Hands-on experience supporting and troubleshooting A/V systems and video conferencing technologies.

• Experience supporting remote users and cloud-based applications with working knowledge of cloud platforms network protocols printer management and general end-user support.

Critical Qualities

• Actively lives out IJMs Core Values with conviction and consistency.

• Self-starter who confidently drives tasks forward and anticipates needs.

• Maintains discipline in managing priorities to meet deadlines reliably.

• Exhibits strong interpersonal skills and emotional intelligence.

• Communicates effectively adapting style to audience and context.

• Demonstrates flexibility and collaboration proactively supporting team goals.

• Leads by example as a dependable collaborative team player.

• Uses creative problem-solving skills to address challenges independently.

• Fluency in English required

• Multilingual preferred (Spanish etc.)

Application Process:

Upload Resume Cover Letter & Statement of Faith* in one PDF document.

*What is a statement of faith
A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with IJM. The statement can either be incorporated into the cover letter or submitted as a separate document and should include at a minimum a description of your spiritual disciplines (prayer study etc.) and your current fellowship or place of worship.

What does IJM have to offer

• Comprehensive Medical/Dental/Vision benefits

• Monthly commuter and parking benefits in the DC metro area

• Retirement benefit options

• Paid leave starting at 23 days

• 12 holidays (plus early release the day prior)

• Daily quarterly and annual community spiritual formation

• Robust staff care resources

IJM holds strict safeguarding principles and a zero tolerance to violations of the Safeguarding Policy Protection against Sexual Exploitation Abuse and Harassment Policy and Code of Ethics. Candidate selection is based on technical competence recruitment selection and hiring criteria subject to assessing the candidates value congruence and thorough background police clearance and reference check processes.

At IJM were committed to building a diverse workforce through fair and equitable employment practices. IJM encourages people of any race color age sex marital status or political ideology to apply for employment. While we welcome everyone into this work we truly believe that the work we are doing is Gods work not our own and practice spiritual disciplines together daily. Thats why we legally require under SEC. 2000e-1 Section702 of Title VII of the Civil Rights Act of 1964 that all employees practice a mature orthodox Christian faith as defined by the Apostles Creed.

IJM requires a background check police clearance and thorough review of references with an employment offer and/or employment contract.

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