Description

ABOUT THE ROLE: This role serves as the first line of IT support for associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.

RESPONSIBILITIES

• Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction
• Troubleshoot Wi-Fi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
• Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
• Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
• Install approved software and provide admin elevation for authorized applications, coordinate with the security team on non-standard requests
• Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
• Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base

Required

• 5 years of IT helpdesk or desktop support experience
• Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
• Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
• Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
• Experience with Jira Service Management or equivalent ITSM platform
• Strong communication skills and a customer-first approach
• Must be eligible to work in the United States without sponsorship

Preferred

• CompTIA A+ or equivalent certification
• ITIL 4 Foundation certification
• Experience supporting a distributed or remote workforce
• Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

Key Skills

Education

Any Graduate