IT Helpdesk Specialist

Job Description:

IT Help Desk Support Specialist

Department: IT

Revision Date: July 26, 2023

Reports to:

Country Code (NKPD):

Location: Global

Status: Full-time

Position Summary:

The IT Help Desk Support Specialist serves as the initial point of contact for technical support within the organization, offering both remote and on-site assistance for operating systems, software, and hardware. Core responsibilities include administering the IT environment, managing device deployments, and overseeing the IT aspects of employee on- and off-boarding processes. This role also requires diligent follow-up on ticket requests, upholding IT guidelines and standard operating procedures, as well as managing IT equipment and keeping internal documentation current.

Candidates for this position must be fluent in English and possess strong customer service, communication, and problem-solving skills. Knowledge of modern operating systems and popular software suites is essential.

Primary Responsibilities:

The IT Help Desk Support Specialist will:

• Act as the primary technical contact, provide support to company employees by identifying, troubleshooting, analyzing, and solving OS, software, and hardware problems both on-site and remotely.
• Administer IT environment – workstations, printers, software installation, inventory management, updates, patches, etc.
• Follow-up ticket requests and escalate if needed.
• Manage Windows and MacOS and device deployment by MDM solutions.
• Act as primary responsible for / support IT part of on- and off-boarding processes.
• Observe and enforce group IT guidelines and IT standard operating procedures.
• Keep internal documentation up to date.
• Manage and logistic IT equipment.

Requirements:

• Fluent in English, both written and spoken.
• Knowledge of Windows 10/11 and MacOS.
• Knowledge of Microsoft 365 suite and other Microsoft applications and products.
• Very good customer service support skills.
• Excellent communication and problem-solving skills.
• Ability to work well in a team and under tight deadlines.

Preferred Qualifications:

• Experience with Atlassian products (Jira Service Management).
• Experience with provisioning devices using MDM.
• Experience with Windows 10/11 and MacOS.

AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.