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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** JOB WORLD - **Location:** Byron Center, MI, United States - **Experience:** Expert - **Salary:** $68,347.0 - $76,890.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, Business Software, Software Documentation, Collaborative Software, Cyber Security, Multi-Factor Authentication, Issue Tracking Systems, Information Technology Operations, Knowledge Management, Office365, Computer Equipment, Information Technology, User Administration - **Published:** July 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=959e756ed1578a81 ## About the Role * Able to respect and support the mission, vision, and values of World Renew. * Demonstrated commitment to Christ and ability to recognize this position as one that contributes to the work of His Kingdom. * Familiarity with the Reformed faith and tradition as practiced by the CRCNA. * Demonstrated commitment to contribute to and promote a work environment that values diversity, inclusion, and equity. * Committed to working toward gender equality, equity, and justice in all aspects of programming, plans, policies, and organizational structure. * Strong technical troubleshooting and problem-solving skills. * Strong knowledge of Microsoft 365 applications, Windows operating systems, hardware, and workplace technology solutions. * Experience supporting IT Service Management (ITSM) platforms and ticketing systems. * Ability to provide technical support in remote and low-bandwidth environments. * Knowledge of ITIL principles, cybersecurity practices, and technology service management. * Ability to explain technical concepts clearly to users with varying levels of technical knowledge. * Strong organizational skills with the ability to manage multiple priorities. * Ability to maintain confidentiality and handle sensitive information appropriately. * Strong customer service mindset and commitment to supporting employees. * Excellent written and verbal communication skills. * Ability to prioritize multiple support requests in a fast-paced environment. * Ability to work independently while collaborating effectively with a global team. * Demonstrated commitment to continuous learning and process improvement. Preferred Certifications * ITIL Foundation Certification preferred. * Microsoft 365 certifications preferred. * CompTIA A+ or equivalent technical certifications preferred. * Additional cybersecurity or IT service management certifications preferred., * Bachelor's degree in Computer Science, Information Technology, or related field required. * Minimum of 5-7 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations roles. * Experience supporting geographically distributed users in a global organization required. * Experience working with IT Service Management (ITSM) platforms and ticketing systems required. * Experience supporting remote employees and international operations preferred. * Experience working in a mission-driven or humanitarian organization preferred. LANGUAGE SKILLS * Fluency in English with strong verbal and written communication skills. * Ability to communicate technical information clearly and effectively with employees from diverse cultural and technical backgrounds. Physical Demands & Work Environment * Primarily computer-based work; sitting for extended periods. * Occasional walking, standing, and handling of technology equipment. * May require occasional lifting and movement of computer equipment and peripherals. * No significant exposure to adverse environmental conditions. ## Description The IT Support Specialist serves as the primary point of contact for technology support across World Renew's global operations. This role provides Level 1 and Level 2 technical support, manages end-user technology assets, delivers user training, maintains IT documentation, and contributes to secure, reliable, and mission-aligned technology services worldwide., Helpdesk Management & Technical Support * Provide Level 1 and Level 2 technical support through Microsoft Teams, email, phone, and the IT Service Management platform. * Serve as the primary point of contact for employees seeking assistance with technology-related issues. * Troubleshoot and resolve incidents involving Microsoft 365, Windows operating systems, hardware, software applications, mobile devices, collaboration tools, printers, and business applications. * Analyze technical issues, identify solutions, and resolve requests while ensuring a positive user experience. * Document user interactions, troubleshooting steps, resolutions, and follow-up activities within the IT service management system. * Communicate clearly and professionally throughout the support lifecycle. * Escalate complex technical issues while maintaining ownership through resolution. * Support employees across multiple countries, offices, and time zones, including remote and low-bandwidth environments. * Assist with employee onboarding and offboarding processes, including account provisioning, equipment setup, and technology access. Technology Asset & Inventory Management * Maintain accurate inventory records for hardware, software licenses, mobile devices, peripherals, and other technology assets. * Track asset assignments, warranties, lifecycle management, replacements, and disposal activities. * Conduct periodic inventory audits and reconciliations to ensure asset accuracy and compliance. * Coordinate procurement, deployment, recovery, and refresh activities for end-user technology equipment. * Maintain documentation related to equipment assignment and technology resources. User Training & Technology Adoption * Provide technology onboarding and ongoing support training for employees. * Deliver training related to Microsoft 365, cybersecurity awareness, collaboration platforms, and organizational technology systems. * Develop user guides, quick-reference materials, and self-service resources to improve technology adoption. * Support employees in effectively using technology tools to improve productivity and collaboration. Documentation & Knowledge Management * Create, maintain, and improve technical documentation, procedures, and troubleshooting guides. * Develop and maintain IT knowledge base resources to support employee self-service. * Document recurring issues, root causes, solutions, and best practices. * Ensure documentation remains current and aligned with technology changes, policies, and procedures. Security, Quality & Compliance * Follow established IT support, security, and documentation standards. * Support cybersecurity practices including multi-factor authentication (MFA), endpoint protection, access controls, and security awareness initiatives. * Protect confidential employee, organizational, partner, and beneficiary information. * Support compliance with organizational technology policies, ITIL practices, and cybersecurity standards. * Contribute to continuous improvement efforts that enhance IT service quality and security. Collaboration & Continuous Improvement * Collaborate with global IT team members and vendors to improve technology services and user experience. * Identify recurring technology issues and recommend process improvements. * Participate in IT projects, system implementations, technology upgrades, and organizational initiatives. * Assist with testing, deployment, and adoption of new technology solutions. * Contribute recommendations that improve operational efficiency, security, and service delivery. 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