IT Help Desk / Service Desk Technician

About the Role

A fast-scaling instrumentation and industrial technology firm, we empower manufacturing, lab, and field operations with precision hardware, software, and support services. Our remote IT Help Desk team ensures seamless technology uptime for global teams — troubleshooting endpoints, managing service tickets, and delivering frontline digital support to keep mission-critical systems running 24/7.

Responsibilities

• Provide tier-1 and tier-2 technical support via phone, chat, and ticketing systems for Windows/Mac OS, Office 365, Azure AD, and SaaS platforms.
• Diagnose and resolve hardware, software, network, and peripheral issues across remote user environments.
• Document issues, solutions, and knowledge base articles to reduce repeat tickets and improve self-help resources.
• Escalate complex issues to infrastructure or security teams with clear context and troubleshooting steps.
• Support deployment of OS updates, security patches, and remote access tools across enterprise endpoints.
• Collaborate with internal teams to track SLA compliance and drive continuous improvement in service delivery.

Requirements

• Windows 10/11
• MacOS
• Microsoft Office 365
• Active Directory
• Microsoft Intune
• ServiceNow or Jira Service Desk
• Remote desktop tools (TeamViewer, AnyDesk, RemotePC)
• Ticketing systems

Preferred Qualifications

• Azure AD / Entra ID
• PowerShell scripting
• ITIL Foundation certification

Benefits

• 100% remote work with flexible core hours to balance productivity and personal life.
• Access to ongoing technical upskilling and vendor certification reimbursements.
• Transparent growth paths — top performers transition into infrastructure, security, or systems roles.