Help Desk Specialist

Job Summary

We're looking for an experienced IT Specialist – Help Desk to join our growing team and provide technical support to users across our global operations.

If you're passionate about technology, enjoy solving complex technical issues, and thrive in a customer-focused environment, we'd love to connect with you.

What You'll Do:

• Provide technical support for hardware, software, operating systems, Microsoft 365, and basic network-related concerns.
• Manage incidents and service requests while ensuring compliance with Service Level Agreements (SLAs).
• Diagnose and troubleshoot technical issues across multiple IT systems.
• Investigate recurring incidents, identify root causes, and recommend preventive solutions.
• Document troubleshooting steps and contribute to the team's knowledge base.
• Process standard change requests and maintain accurate configuration records.
• Support user account administration, Active Directory, endpoint management, and IT asset management.
• Escalate complex issues when necessary and collaborate with internal IT teams to ensure timely resolution.
• Help drive continuous improvement by identifying opportunities to enhance support processes.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related field.
• Equivalent technical certifications with relevant IT support experience are welcome.
• 2–3 years of experience in an IT Service Desk, Helpdesk, Technical Support, or IT Operations role.
• Hands-on experience supporting Windows environments, Microsoft 365, enterprise applications, and basic networking.
• Knowledge of ITIL/ITSM processes, including Incident, Problem, Change, and Request Management.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, BMC Remedy, or similar ticketing systems.
• Familiarity with Active Directory, remote support tools, endpoint management, and IT asset management.
• Strong analytical, troubleshooting, communication, and customer service skills.
• Ability to work in a fast-paced, global support environment.

Preferred Certifications (But Not Required):

• ITIL® 4 Foundation
• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate
• HDI Support Center Analyst (HDI-SCA)