Global IT Assistant (Remote/Full-time)

ABOUT GENERATION:

At Generation, we believe in the power of employment to change lives. We are a global nonprofit organization that supports adults to achieve economic mobility through employment. Generation trains and places adult learners of all ages into careers that are otherwise inaccessible, working in partnership with governments, employers, and other system actors. We also conduct original research and share data insights on high-priority global workforce transition topics to inform decision-making by workforce system stakeholders. Launched in 2015, Generation comprises a global hub (Generation You Employed, or GYE) and a network of in-country affiliates. To date, the network has 150,000+ graduates and 23,000+ employers across 50 professions and 17 countries.

When learners join Generation, 91% are unemployed, of which nearly half are long-term unemployed.  Three months after completing our program, graduates have a 78% job placement rate, rising to 88% within six months. Of our employed graduates, 79% are hired by repeat employers who have previously hired Generation graduates, and 89% are in jobs directly related to the profession for which we have trained them. Employed graduates immediately earn an average of 3-4X their previous earnings.  Two to five years after graduation, 77% of our alumni from upper-middle income countries continue to meet their daily financial needs and 63% can save for the future. To date, Generation’s global graduates have earned more than $1.9 billion in wages. Generation graduates typically have a secondary school background, 52% are female, 28% have dependents, and the majority identify with underrepresented communities in their country.

JOB OBJECTIVES:

The IT Assistant role is focused on:

• Coordinate day-to-day IT support requests from staff and affiliates, ensuring issues are logged, triaged, and resolved or escalated within agreed-upon timelines.
• Serve as the first point of contact for IT-related issues, guiding staff to the right resolution path.
• Upload and track IT-related invoices for processing, keeping accurate records to support budget tracking and payment follow-up.
• Follow up on software requests, from submission through approval, licensing, and user provisioning.
• Coordinate with vendors and the Digital team on IT hardware and software procurement. • Maintain organized documentation of IT tickets, invoices, licenses, and vendor contracts.

KEY ACCOUNTABILITIES & RESPONSIBILITIES:

• Log, triage, and follow up on IT support tickets, ensuring resolution according to the priority and timelines defined by the Digital Team.
• Upload IT-related invoices into the finance/accounting system and track their status through to payment.
• Coordinate with vendors to resolve invoice discrepancies or missing documentation.
• Track software requests end-to-end: submission, approval, license procurement, and provisioning to end users.
• Maintain an up-to-date inventory of software licenses, renewals, and IT equipment.
• Support IT account setup and access as part of staff onboarding and offboarding.
• Prepare periodic status reports on open tickets, pending invoices, and software requests for the Digital Team.

ATTRIBUTES/QUALIFICATIONS:

We value IT Assistants who have:

• A positive, friendly, and collaborative attitude.
• Basic understanding of IT support processes, ticketing systems, and software licensing.
• Strong organizational skills and attention to detail, particularly for invoice and documentation tracking.
• Effective communication with cross-functional teams, vendors, and stakeholders.
• Ability to prioritize and follow up on multiple requests simultaneously.
• Proficiency with basic office and finance tools (e.g., Excel, ticketing/invoicing systems).
• Fluent in English
• Desirable: conversational Spanish.
• One year of experience in a similar role.

***Please apply with your English resume, thank you***