Published date Posted on Indeed on Jun 24, 2022 (5 d ago)
Who We Are
International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our global team of over 1,200 professionals are at work in over 30 offices. Together, we are catalyzing a global revolution that will rescue millions, protect half a billion, and make justice unstoppable.
Motivated by God’s call to seek justice for the oppressed, we believe that the way we work is as important as the results we achieve. We are a global community that cares for one another. We value joy and celebration, and we strive to provide professional excellence to all those we serve.

The Need
After 25 years of continued growth and operational success in pioneering the work of protecting those who are experiencing poverty from violence, IJM has become a $100+ million organization. As IJM continues this trajectory of growth and scaling of its impact, with the Vision to protect 500 million people by the year 2030, IJM’s Global Manager, Service Desk is seeking a Desktop Engineer, Global Service Desk.
The Desktop Engineer will be part of Global Technology Services team that provides technology support for staff across all IJM global offices. The role is responsible for developing and maintaining standard and secure Windows 10 desktop environment across the global organization. The role will manage the desktop management ecosystem constituted of deployment tools, patching, endpoint management and other tools. The role is also responsible for the continued maintenance of the global desktop configurations and development of software packages. The Desktop Engineer will work with the end-user community, specific software applications, and IT service providers to ensure reliable desktop computing across the global IJM technology environment. This role serves as a technical escalation point for the Global Service Desk and other groups in GTS.

This position is eligible for remote work, with a quarterly travel requirement to IJM Global Center in the Washington, DC area, and reports to Global Manager, Global Service Desk.
Responsibilities:
Project and Operational Management
  • Evaluate software and hardware technologies and determine how they can be effectively integrated into the IJM environment;
  • Develop, test, and deploy custom configuration profiles and applications using Intune;
  • Design and integrate new laptop software and hardware into the IJM environment;
  • Provide installation, configuration, and support for remote management tools;
  • Perform regular operating system and application patching of operating systems and applications. This requires experience with the installation, configuration, and use of MDT, Intune and Endpoint management tools;
  • Perform (3rd party) application patching of desktop software such as Zoom, Adobe, Java and Apple products;
  • Provide technical recommendations, directions, and assistance to ServiceDesk and GTS on new and emerging technologies;
  • Provide support and expertise for end point encryption efforts;
  • Identify issues for continuous service improvement (CSI) and develops CSI plan(s);
  • Manage and controls the engineering cycle for end user hardware and software;
  • Coordinate the activities of others performing desktop engineering activities and manages stakeholder expectations and requirements;
  • Use IT Service Management platform to document work in Incident, Request, Change, Problem or knowledge as appropriate;
  • Provide reporting to Senior Management for desktop compliance and asset management; and
  • Monitor and manage IJM licenses, making bulk changes for provisioning and deprovisioning when required.

Documentation & Reporting
  • Develop standard operating procedures (SOPs) for IT staff re: desktop software and hardware, application patching, endpoint deployment, endpoint management and more;
  • Maintain good documentation through ServiceNow ITSM platform;
  • Deliver technical solutions following industry standard software development life cycle: gather requirements, system configuration, test and UAT, deployment and support;
  • Provide support and configuration assistance for ServiceNow platform;
  • Assist with asset management lifecycle; and
  • Monitor and troubleshoot integrations of laptop software and hardware technologies in the IJM environment.
Training & Communications
  • Translate customer needs into system, hardware, software, performance, network, and interface requirements;
  • Train Service Desk team members on new software and hardware as well as application patching efforts;
  • Provide input to the configuration and maintenance of MS Teams, Office 365 and Digital Adoption Platform;
  • Critical issue escalation and management; and
  • Provide technical recommendations and support technicians in vulnerability remediation efforts.
Requirements:
  • Bachelor’s degree in Computer Science or any equivalent combination of education, experience, and certification;
  • 5-7 years of professional work experience in an IT Support role;
  • 2+ years performing end-user platform engineering and management to include desktop administration and configuration management;
  • Proven experience with the development, testing and deployment of Windows configurations, applications, updates, deployment methodologies and automation;
  • Proven experience packaging desktop applications for remote distribution using enterprise tool (i.e. Intune, Tanium, JAMF);
  • Proven experience providing Tier 3 support to desktop support technicians;
  • Familiarity with concepts of Incident Management, Problem Management, Change Management, CMDB, Service Requests and their practical application required;
  • Proven experience using and providing administration for an ITSM platform. Experience with ServiceNow preferred;
  • Proven experience supporting cloud-based applications;
  • Experience with at least 3 of the following technologies/tools required: STIG and/or USGCB guidelines, Microsoft Deployment Tool (MDT), Microsoft SCCM and/or Intune, Active Directory Management (ADM), BitLocker, PGP, and/or Whole Disk Encryption, Public Key Infrastructure and HSPD-12 (as applied in Federal civilian agencies), Antivirus client management (ESET and/or Symantec);
  • Proven experience with remote access using VPNs and/or Citrix, thin clients, BYOD, and VDI infrastructure preferred;
  • Microsoft 365 Fundamentals / Modern Desktop Administrator certification preferred; and
  • ITIL foundations certification preferred, or ability to obtain.
Critical Qualities:
  • Mature orthodox Christian faith as defined by the Apostles’ Creed;
  • Self-starter with strong initiative;
  • Disciplined with priorities;
  • Strong interpersonal skills and self-awareness;
  • Exceptional verbal and written communication;
  • Flexible, collaborative and eager to support others;
  • Effective team player who fosters collaborative environment; and
  • Adept at creative problem solving.

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

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