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
3–5 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
Windows and MAC experience is must
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