IT Support Specialist, Latin America

What is the opportunity?  

Under the direction of the End User Services Manager and following established IT policies, standards, and procedures, the IT Support Specialist, Latin America, is responsible for providing efficient IT support services to the end-users in Water Mission offices in our Latin America region. The IT Support Specialist is responsible for performing all work to a high degree of excellence and according to all policies, processes, standards, and values of Water Mission and IT. Because Water Mission seeks to share the news of the Living Water, all employees are expected to share the gospel through their words and actions. This position works in-office at our office in Tegucigalpa, Honduras. English and Spanish fluency and travel up to 30% are required.  

A successful IT Support Specialist will:  

• Maintain a strong Christian witness and model servant leadership to colleagues, partners, the communities we serve, and the public.  

• Engage and participate in prayer before and after team meetings.   

• Lead and participate in biblically based staff devotions.   

• IT Service Requests: Work closely with the End User Services Manager to provide support to end-users in a timelyand professional manner (according to IT service level objectives) and to the satisfaction of the requesting end-users. 

• IT Issue/Problem Resolution: Work closely with the End User Services Manager to provide support where required and act as an IT point-of-contact for all IT service incidents and problems experienced by end-users in the LAregion offices, raising escalations to the End User Services Manager and providing timely resolution and communication to the satisfaction of the impacted end-users. 

• IT Onboarding and Offboarding Process: Lead the technical onboarding of new LA staff, including setup of accounts, laptops, software licenses, and training.Work closely with the End User Services Manager, the respective local HR department, and the new hire to perform all tasks requiredto ensure all essential hardware, software, access, IT services, and training are provided in a timelyand professional manner to the satisfaction of the new hires in the LA region. Manage and maintain staff offboarding related to essential hardware, software, and access for the LA region. 

• IT Assets: Reclaim, prepare, and securely store departing staff’s IT assets. Prepare and deploy assets for new hires. 

• IT Service Desk System: Update records in the IT Service Desk system for all assigned tickets and for all changes to IT assets (hardware, e.g., laptops, monitors, printers, routers, etc.). 

• IT Vendors: Where necessary, and in conjunction with the End User Services Manager, work with service vendors to resolve service issues and for the installation and configuration of new services and service changes. 

• IT Training: Prepare and deliver training content for systems utilized in LA.

• IT Security and Compliance: Perform duties and ensure all IT assets are configured in compliance with IT Security policies and procedures, as well as regulatory and licensing requirements. 

• Performs other relevant duties as assigned by supervisor. 

What is required?  

• Personal and growing relationship with Jesus Christ.  

• Personal conviction in alignment with Water Mission’s statement of faith and lifestyle, demonstrating core values of Love, Excellence, and Integrity.  

• Highly self-motivated.  

• Customer service focused.  

• Driven to achieve excellence.  

• Hands-on competence and experience in supporting IT end-user solutions and services.  

• Technology experience to include MS Windows, MS Office, Network appliances, Windows, Mac, and Android Laptops/Devices, and Conference room technology, e.g., MS Teams and Zoom.  

• IT certification/training preferred (e.g., CompTIA A+).  

• Fluency in written and spoken English and Spanish required.  

• Travel within LA countries where Water Mission has staff/offices as needed, approximately 20%- 30%.  

• Legal authorization to work in Honduras without sponsorship.

• Excellent written and verbal communication skills, including the ability to clearly articulate ideas and feedback constructively.   

• Ability to relocate near and work from one of our country program offices in Honduras, Mexico, or Peru.   

• Commitment to ending the global water crisis.