Digital Workplace Support Specialist

About the role

We are seeking a Digital Workplace Support Specialist to provide first‑line technical assistance to staff working on our food assistance programmes. The role ensures smooth operation of web and mobile applications, user access, and essential business tools across our global operations.

Key responsibilities

• Serve as the primary point of contact for end‑users, handling support requests via phone, email, MS Teams, Skype and logging all incidents in the S‑MAX tracking system.
• Provide Level 1 support, create, reset and unlock Windows passwords, and troubleshoot network and hardware issues.
• Develop and maintain checklists, scripts and knowledge‑base articles to resolve routine incidents.
• Assist with the deployment and upgrade of in‑house systems such as FAMS, ORT, ICT4CP, bulk SMS, fleet and security management tools.
• Configure and support Office 365 applications (Outlook, OneDrive, Teams) and collaboration platforms like Zoom.
• Conduct on‑site visits and quarterly monitoring trips to operational areas, preparing reports for strategic planning.
• Support emergency response teams through remote tools (TeamViewer, MS Teams) and, when needed, field visits.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly with staff at all levels.
• Experience in a help‑desk or technical support environment, preferably in a humanitarian or non‑profit setting.
• Ability to work independently, prioritize incidents and follow documented procedures.

Required skills

• Office 365 suite (Outlook, OneDrive, Teams)
• Windows operating system administration and password management
• Remote support tools (TeamViewer, MS Teams, Skype)
• Network troubleshooting and hardware/software deployment (WDS)
• Experience with S‑MAX ticketing system
• Familiarity with applications such as FAMS, ORT, ICT4CP, Horizon, Workday, ProVision, Concur, Sun6, WV Central, LMMS, Box

What we offer

• Opportunity to contribute to a mission‑driven organization serving vulnerable children worldwide.
• Professional development in a multicultural, global environment.