• Supports the monitoring, investigation, and resolution of technical issues reported by clients or internal teams • Focuses on incident handling, hands-on troubleshooting, data analysis, and pattern identification across cases • Ensures issues are accurately diagnosed, documented, and resolved

Role Description Provides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support. - Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues. - Diagnoses and resolves common technical problems using established tools, procedures, and documentation. - Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system. - Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed. - Gathers required information for investigations and assists with root cause analysis. - Documents new and recurring issues and shares knowledge with other support staff. - Escalates unresolved or complex issues appropriately while maintaining ownership and communication. - Assists with deployment of new or updated software, hardware, and desktop technologies. - Balances multiple requests and priorities effectively in a fast-paced environment. - Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience. - Reviews completed work with senior team members to ensure quality and accuracy. Qualifications - High school diploma or GED required - 1–2 years of IT Service/Help Desk or technical support experience - CompTIA A+ certification or equivalent experience preferred - Strong customer service and communication skills - Stable power and broadband internet connection Requirements - Technical Skills - Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripherals - Basic understanding of LAN/WAN, internet connectivity, VPN, and remote access tools - Proficiency with Microsoft Office and common business applications - Familiarity with ticketing systems and ITIL-based processes - Problem Solving & Analysis - Identifies issues, evaluates information objectively, and applies appropriate solutions - Recognizes recurring issues and contributes ideas for prevention or improvement - Documents findings clearly and accurately - Communication - Communicates clearly and professionally with both technical and non-technical users - Explains technical concepts in an audience-appropriate manner - Demonstrates effective listening, empathy, and urgency - Customer Focus - Anticipates user needs and delivers timely, high-quality support - Maintains a positive and service-oriented attitude, even in challenging situations - Adaptability & Learning - Embraces change and new technologies with a positive mindset - Seeks feedback and applies it constructively - Demonstrates a continuous learning mindset - Accountability & Results - Manages time effectively and meets commitments - Takes initiative and follows through on assigned work - Adheres to policies, procedures, and best practices - Professionalism & Integrity - Acts with honesty, reliability, and respect - Treats all users fairly and consistently - Handles difficult conversations professionally and respectfully Benefits - Medical, dental, vision, and disability insurance plans - 401(k) retirement savings plan - PTO (including paid sick time) - 8 paid holidays per year (for salaried and hourly team members)

• Serve as the first point of contact for IT support requests across Zapier's global employee base. • Troubleshoot and resolve hardware (Mac), software, and access issues for our employees. • Perform user account management as part of onboarding and offboarding workflows. • Identify recurring issues and build runbooks, help articles, and self-service resources to reduce repeat ticket volume.

Role Description You will support the integration of Mental Health and Psychosocial Support in Emergencies (MHPSS) across all RAPID program interventions, providing technical guidance in line with Catholic Relief Services (CRS) program quality standards, donor requirements, and industry best practices. Through your expertise, advice, and influence, you will help ensure that MHPSS approaches are effective, adaptive, and innovative, ultimately strengthening the quality and impact of programming for vulnerable populations. Roles and Key Responsibilities - Contribute to the implementation of agency-wide strategies, standards, tools, and best practices in MHPSS and Staff Wellbeing in humanitarian response, that effectively engage partners, donors and governments. - Help ensure a cross-sectoral approach integrating gender, inclusion, protection mainstreaming, and disaster risk reduction. - Provide technical solutions to regional and County Program teams, remotely and on-site, for strategic planning and how to best apply program design and implementation standards, best practices, partnership principles, tools, and M&E, ensuring high-quality implementation. - Contribute to quality staff-care of CRS staff and partners living and working in disaster affected contexts by supporting directly through trainings, planning, consultation, and individual support, and by coordinating with relevant staff in GPR, HSSU as needed. - Contribute to regional and Country Program efforts to pre-position CRS for growth opportunities in MHPSS. - Lead or contribute to the development of the technical design for large and/or complex proposals, including defining appropriate monitoring systems and indicators. - Advise project teams on integrating donor strategies, priorities and technical requirements into CRS’ approach. - Contribute to capacity strengthening initiatives in MHPSS programming for staff and partners through helping develop learning and training strategies and agendas/curriculums, conducting trainings and workshops, and mentoring and coaching to CP staff. - Facilitate training to CRS and partner staff in topics related to psychosocial support; social cohesion; staff wellbeing and safe and dignified programming. - Provide guidance to CPs and regions in ensuring all MHPSS activities promote right relationships and avoid causing conflict, and guidance as needed to HRD teams on integration of social cohesion principles in humanitarian sectors. - Liaise with relevant CRS departments, regions and country programs to promote synergy and use of standard approaches in MHPSS. - Coordinate closely with colleagues working in peacebuilding and social cohesion to on approaches to integration, and the place of MHPSS across the Humanitarian Development and Peacebuilding nexus. - Contribute to knowledge management and learning through collecting and analyzing program data, evaluating strategic projects, assisting with measuring program impact, capturing and sharing lessons learned and best practices, and research and internal reports. - Establish and maintain relationships with donors, peer organizations, research and other institutions. - Participate in forums in the area of MHPSS to collect and share best practices and promote CRS’ work. - Represent CRS at relevant interagency, donor and network events, as well as key conferences. Qualifications - Excellent relationship management skills with ability to influence and get buy-in from people not under direct supervision and to work with individuals in diverse geographical and cultural settings. - Strong strategic, analytical, problem-solving and systems thinking skills with capacity to see the big picture and ability to make sound judgment. - Strong written and oral communication skills. - Strong presentation, facilitation, training, mentoring, and coaching skills. - Proactive, resourceful and results-oriented. Requirements - Fluent English required. Professional level in either French, Spanish, or Arabic is a plus. - Must be willing and able to travel 50% of the time. Key Working Relationships - Internal: HRD team members; CRS Country Program Heads of Program, Program Managers and Protection Policy point persons; CRS Regional Staff, HQ Departments. - External: Peer organizations and networks, CI Members, FBO, INGOs; partner organizations; USG agencies; universities, and consultants. Company Description Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to safeguarding children and vulnerable adults from abuse and exploitation.