ISACA® (www.isaca.org) champions the global workforce advancing trust in technology. For more than 55 years, ISACA has empowered its community of 185,000+ members with the knowledge, credentials, training and network they need to thrive in fields like information security, governance, assurance, risk management, data privacy and emerging tech. With a presence in more than 190 countries and with nearly 230 chapters worldwide, ISACA offers resources tailored to every stage of members’ careers—helping them to thrive in a rapidly changing digital landscape, drive trusted innovation and ensure a more secure digital world. Through the ISACA Foundation, ISACA also expands IT and education career pathways, fostering opportunities to grow the next generation of technology professionals.

The Service Desk Specialist is the first point of contact for all ISACA end users and is responsible for delivering exceptional service, technical support, and guidance. This role involves managing daily support requests through the Jira ticketing system, ensuring timely and efficient resolution of issues. The Specialist will troubleshoot a range of desktop-related problems, including software and hardware issues, network connectivity (wired and Wi-Fi), and printer functionality.

 

This is a fully onsite role based at ISACA HQ, supporting both local and remote employees in the U.S. Remote support will be provided using secure connection tools. The ideal candidate is proactive, customer-focused, and committed to delivering best-in-class support across the organization.

• Provide technical support for ISACA end users using Windows 10 workstations, including setup and troubleshooting.
• Manage and document service tickets in Jira or similar ticketing systems, ensuring real-time updates and resolution tracking.
• Troubleshoot, configure, and administer Microsoft Office 365 applications.
• Administer user accounts in Active Directory and Exchange.
• Conduct post-resolution follow-ups to maintain strong communication and positive relationships with end users.
• Troubleshoot file and print services across the organization.
• Support Mac OS devices, including MacBooks and iMacs.
• Learn and assist with support for audio-visual conference room technology.
• Miscellaneous tasks as needed include but are not limited to engaging with vendors regarding product/service issues, workstation cable management, and other duties as assigned.

Minimum Level of Education Required:

• Associate's Degree in Technical or Business Studies from an accredited university or equivalent combination of education and relevant professional experience.

Minimum Years of Experience Required:

• Minimum of 2 years (1 year if holding a Bachelor's Degree) of relevant experience in a similar role or capacity, with a demonstrated record of success.

Minimum Relevant Experience Required:

• Experience providing high-quality customer support in a help desk environment, assisting end users with technical issues.
• Proven ability to maintain and troubleshoot PCs, laptops, and print services to ensure consistent functionality.
• Hands-on experience using a ticketing system (e.g., Jira) to document, track, and resolve technical issues in real time.

Preferred Level of Education:

• Bachelor’s degree in IT, Computer Science, Information Systems or Management Information Systems, Network Administration/Engineering, Technical Support/Help Desk Technology, Computer Engineering from an accredited university or equivalent combination of education and relevant professional experience.

Preferred Years of Experience:

• 3+ years of relevant experience in a similar role or capacity, with a demonstrated record of success.

Preferred Relevant Experience:

• 3+ years working in a Tier 2 support position

Certification and Licensing Preferred:

• A+ Certification

Competencies/Skills Required:

• Demonstrate strong communication and interpersonal skills, engaging internal customers with a positive and solutions-oriented mindset.
• Strong documentation skills – ability to clearly and accurately record technical work and ticket updates.
• Intermediate knowledge of Android and iOS devices – familiarity with mobile platforms for troubleshooting.
• Experience working with End Point Anti-virus systems – understanding of security tools and how to manage them.
• Mac OS experience (MacBooks, iMacs) – ability to support Apple devices.
• Willingness to learn audio-visual conference room support – openness to expanding technical skillset.

Occasional travel may be required for this role, particularly to attend company-sponsored events such as all-hands meetings and team offsites.

ISACA is proud to be an equal opportunity employer. ISACA is committed to building an environment of diversity, equity, and inclusion where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, age, ancestry, disability, genetic information, citizenship, sexual orientation, veteran status, marital status, familial status, military discharge status, or any other characteristic or status protected by federal, state, or local law. We support an inclusive workplace where employees excel based on merit, qualifications, experience, and ability.

USD $52,436.00 - USD $73,452.00 /Yr.