IT Service Desk Engineer

End-User Support & Incident Management Serve as the primary point of contact for IT support requests from both onsite and remote employees Manage incidents and service requests through ticketing systems (e g , ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues Provide hands-on support for video conferencing tools (e g , Zoom), printers, and general office IT infrastructure Escalate complex issues to senior engineers, ensuring timely follow-up and resolution Device Lifecycle & Access Management Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues Tools, Platforms & Documentation Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive Contribute to IT projects such as infrastructure upgrades, automation initiatives, and security enhancements Required Qualifications 45 years of experience in IT support or service desk roles supporting both macOS and Windows environments Bachelors degree in Computer Science, Information Technology, or a related field Proven experience with end-user hardware setup, configuration, and lifecycle management Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom Familiarity with Active Directory, identity and access management (SAML, Okta), and VPN support Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e g , Jamf, VMware Workspace ONE) Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks Excellent customer service, interpersonal, and communication skills Soft Skills Customer-centric mindset with a passion for creating frictionless user experiences Strong communication and collaboration skills across global teams Proactive problem solver who thrives in a fast-paced environment Organized, detail-oriented, and committed to continuous improvement Abnormal AI is an equal opportunity employer Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law For our EEO policy statement please click here If you would like more information on your EEO rights under the law, please click here