Habitat for Humanity International (HFHI) is currently seeking an IT professional for the role of IT Service Desk Analyst II. This position will be responsible for providing IT support across HFHI’s global operation that includes three offices in the United States and four global offices.

The ideal candidate has experience identifying the problem, researching solution(s), and resolving a variety of technical issues. The service desk analyst must provide excellent customer service, maintain detailed records, manage the incident within a timely manner, and escalate when appropriate.

The Service Desk Analyst will be part of the global team providing follow the sun support model. The candidate will need to be a strong communicator, have excellent documentation skills, and work well with others to collaborate on resolving issues.

This position will be based in San Jose, Costa Rica with a hybrid work schedule, requiring up to 10% travel.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide support for level 1 (sometimes level 2) issues, troubleshoot hardware / software issues, research and implement effective solutions. (70%)
• Responsible for updating and maintaining knowledge base articles, troubleshooting guides, and system documentation to support internal reference and user self-service. (15%)
• Participate in the deployment of new hardware and / or software applications (can include the installation, testing, and documentation) (5%)
• Maintain computer inventory by accurately recording all additions and changes in the asset management system. (5%)
• Deliver end-user technology training and guidance to ensure efficient use of tools. (5%)

MINIMUM REQUIREMENTS:

• Bachelor’s degree in information technology related field; or equivalent combination of education and experience.
• 3+ years’ experience with Service Desk or desktop support services.
• Experience working in a global multi-site environment that provides follow the sun support model.
• Proficient in bilingual communication, fluent in both Spanish and English.
• Strong interpersonal and communication skills, required for interaction with executives, staff, and team members.
• Excellent written skills, required to create / maintain technical and user documentation.
• Experienced with Microsoft M365 technology stack, conferencing solutions, printers, mobile devices, and laptops.
• Skilled in incident management and prioritization.
• Capable of working independently with minimal supervision.
• Active support of HFHI Values:
  • Humility – We are part of something bigger than ourselves.
  • Courage – We do what’s right, even when it is difficult or unpopular.
  • Accountability – We take personal responsibility for Habitat’s mission.
• Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.

PREFERRED REQUIREMENTS:

• Microsoft M365 [Fundamentals]
• ITIL v3/v4
• Comp TIA A+
• Working with or in a nonprofit organization in a technology related field

The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal leave, health insurance options, retirement plan contributions and life insurance.

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