Service Desk Technician (US Citizen Only)

About the role

We are looking for a Service Desk Technician who will serve as the first point of contact for employees experiencing hardware, software, or application issues. The role involves delivering timely resolutions, keeping users informed, and ensuring complete satisfaction with each ticket. US citizenship is required.

Key responsibilities

• Provide first‑level incident resolution for hardware, software, and application problems, including regular status updates and follow‑up.
• Collaborate with end‑users and IT teams to diagnose, analyze, and resolve system issues.
• Maintain and troubleshoot user workstations, including setup, configuration, and ongoing maintenance.
• Install and deploy software using Microsoft Intune and Endpoint.
• Support a self‑service knowledge base by answering frequently asked questions.
• Utilize remote management tools to assist users across the network.

Required profile

• US citizen.
• Strong communication skills and the ability to work closely with both technical and non‑technical staff.
• Understanding of IT help‑desk best practices and ticketing processes.

Required skills

• Hardware and software troubleshooting.
• Microsoft Windows operating system.
• Active Directory administration.
• Microsoft Intune and Endpoint deployment.
• Remote management tools.
• Chromebook and iPhone configuration and troubleshooting.
• Basic networking and VPN concepts.