Feb 26, 2020

IT Service Desk Associate

  • Room to Read
Full-Time Information Technology (IT)

Job Description

Position Overview:

The IT Service Desk Associate is responsible for providing technical assistance and support related to Room to Read’s computer systems, hardware, software and cloud access. The IT Service Desk Associate acts as the first point of contact for technology-related queries, runs diagnostic programs, isolates the problem, and determines and implements a solution. In addition to providing technical support to Room to Read’s worldwide users, the IT Service Desk Associate works closely with the Technology Infrastructure Manager to maintain Room to Read’s technology ecosystem and develops technology solutions across the organization that improve efficiency and allow our staff around the world to collaborate, connect and succeed in our mission. 


Duties & Responsibilities: 

For end users: 

  • Creating/configuring new user accounts and technology provisioning 
  • Installing, configuring, imaging, trouble shooting and testing computer hardware, software, systems, networks, and printers 
  • Resolving Office365, SharePoint, OneDrive, MS Teams, Okta SSO technical issues 
  • Installing and troubleshooting audio, video and teleconference systems 
  • Monitoring and responding to technology support desk ticketing system  
  • Recommending, testing and deploying new technology solutions  
  • Creating and updating user and system administrator documentation 


System Admin and Network support: 

  • Managing Active Directory and basic systems and network security tasks 
  • Troubleshooting SSO issues between OKTA, Active Directory, Office365 and other applications  
  • Managing Windows servers within Azure environment   
  • Managing Office365, O365 security and compliance, PowerShell scripting, exchange online, and SharePoint online for users and admin 
  • Managing Meraki networking and hardware firewalls, switches and access points 
  • Syncing between, Okta, Office365, and Active Directory 
  • Integrating Meraki and Azure networking  
  • Assisting in migration from on-premise services to cloud (decommissioning of Active Directory and moving all distribution lists from AD to Office365). Importing users from Active Directory to Okta Universal Directory, using PowerShell scripts and other tools provided 
  • Monitoring global network (Meraki), applications and website for uptime and security 
  • Collaborating with and supporting Room to Read IT Staff worldwide 
  • Act as primary contact for help desk cases and answer all cases in a timely manner 




  • Minimum 3+ years work experience in a fast-paced, growth-oriented organization with at least 2 years of experience providing in-house IT technical (hardware and software) support, managing servers, and troubleshooting Active Directory and MS Office365 issues 
  • Demonstrated ability to manage and prioritize multiple problems and issues with minimal supervision, excellent organizational skills, a teamwork approach to work but also act independently to solve problems when necessary 
  • Capable of writing reports, business correspondence and procedure manuals; present information and respond to questions from internal and external customers using excellent communication and organization skills, relying on experience and judgment to multi-task and accomplish goal 
  • Strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demands 
  • User, Groups and policies in Active Directory (on-premise & azure) 
  • Setup, Reimage/Factory reset computers & tablets 
  • Experience with systems administration tools and remote-control software 
  • Experience using ticket-based workflow management systems; ability to follow standard helpdesk procedures, in-person and remotely,and quickly redirect problems to appropriate resources when needed 
  • Experience troubleshooting network issues in large office setup (100+ employees) 
  • Exceptional communication skills in English; ability to communicate technical information simply and effectively both in-person and remotely 
  • Legally eligible to work in the United States; no sponsorship provided 



  • MCP, A+ and Network+ certifications are highly desirable 
  • Experience with Windows severs; ideally Microsoft Azure and AWS 
  • Experience with SSO; ideally OKTA Excellent project and data management skills; highly organized and thorough with keen attention to detail and a commitment to ensuring data integrity 
  • Solution-oriented, creative problem solver; quick to identify opportunities for the automation of work processes 



Room to Read offers a competitive salary with excellent benefits. Benefits include health, dental, vision, long-term disability insurance, life insurance, commuter benefits and a 401K match. The non-monetary compensation includes a unique opportunity to be part of an innovative, meaningful, fun, and rapidly growing organization that is changing transforming the lives of millions of children in developing countries by focusing on literacy and gender equality in education. 


To be successful at Room to Read, you will also: 

  • Have passion for our mission and a strong desire to impact a dynamic nonprofit organization 
  • Be a proactive and innovative thinker who achieves results and creates positive change
  • Have a very high level of personal and professional integrity and trustworthiness  
  • Embrace diversity and a commitment to collaboration 
  • Thrive in a fast-paced and fun environment 


Room to Read is proud to be an equal opportunity employer committed to identifying and developing the skills and leadership of people from diverse backgrounds. EOE/M/F/Vet/Disabled



Security Clearance

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